Operations Performance Partner

5 months ago

Doncaster, United Kingdom Close Brothers Group Full time

**OVERALL SUMMARY**

Join Close Brothers Motor Finance Team where you will be working alongside the Operations Manager to lead a high performing regional operational function/Hub. Working as part of the operations our ideal team member will have previous experience in working within regulation with key knowledge of FCA requirements in areas such compliance, risk and credit with excellent organisation skills.

**RESPONSIBILITIES**

**Operational**:

- Leading and managing Underwriters and Partner Support Executives within an operational hub.
- Taking responsibility to drive the operational site performance.
- Demonstrate effective time management and delegation whilst always seeking to improve best practice.
- Supporting (coach and develop) the team to develop skills to deliver high-quality dealer / partner conversations.
- Ensuring that positive relationships are created, nurtured and maintained between the Sales and Operational teams.
- Ensuring the team operates efficiently, effectively and according to company policy, procedure and guidelines.
- Actively overseeing and delivering the joint Operational and Sales growth plans.

**Sales**:

- Managing the Partner Support function within the hub.
- Creating, implementing and managing action plans between Account Managers and Partner Support Executives.
- Establishing and managing relationships with dealer partners.
- Attending and contributing at industry seminars and events.
- Managing sales pipeline performance from an operational perspective.
- Managing inbound dealer partner queries.

**People Management**:

- Recruit high calibre employees, in support for you Recruitment Business Partner, within budget, headcount levels and temporary resource requirements.
- Provide oversight and direction to employees in accordance with the firm's policies, procedures, standards and SLAs.
- Hold regular one-to-ones with direct reports ensuring that feedback is provided in a constructive way whilst working with the employee to facilitate personal development.
- Ensure that an effective performance review is operated in line with department guidelines, including setting objectives, personal development planning and performance standards with all direct reports.
- Working with the Operations Manager and HR Business Partner, develop a culture of performance management, improvement and appraisal as a foundation for excellent organisational performance.
- Manage all departmental HR issues including monitoring absenteeism and managing any capability and disciplinary issues.
- Ensure that team members are kept abreast of any internal communications.

**People Development**
- Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities.
- Deliver Role induction and technical training and coaching to new joiners, reviewing performance during training periods and providing development feedback.
- Deliver on-going refresher training, coaching and feedback for all Administrators, addressing core aspects of performance such as process, service delivery and regulation.
- Ensure all mandatory training is completed by set deadlines.
- Provide upward feedback to operational management on Administrator performance, identifying high potential employees and ensuring talent and succession plans are in place.
- Maintain training records and retain evidence of ‘competence sign-off’ for each Administrator.
- Work in partnership with Learning & Development to achieve desired people aims.

**Risk & Compliance**:

- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
- Working closely with the Risk and Compliance teams to implement best practice and mitigate risk through 1st line oversight and implementing appropriate actions.
- Adhering, promoting and embedding the companies Treating Customers Fairly policy.
- Assessing, identifying and mitigating risks to ensure compliance to applicable internal policies and external regulations e.g. FCA/Anti Money Laundering/Data Protection.

**WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE**:

- A demonstrable track record in delivering excellent service delivery.
- The ability to build, develop and lead high performing teams.
- Excellent communication and interpersonal skills.
- Experience of working within regulation with key knowledge of FCA requirements in areas such compliance, risk and credit.
- An understanding of Service Excellence aligned with Commercial Acumen.
- The ability to analyse and interpret MI at a strategic level.
- The ability to write detailed, structured strategic plans and reports.
- The ability to drive performance/process improvement.
- Strong organisation skills.
- Excellent time management skills and the ability to meet tight timescales and maintain high quality

**IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE**

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