Legal Operations Team Lead

3 months ago

Manchester, United Kingdom DWF Full time

We are currently looking to recruit a Legal Delivery Team Leader into our Lender Services team within our Manchester office.

As an experienced Legal Delivery Team Leader you will supervise and support paralegals in a Collections & Recoveries environment in accordance with the client service level agreement, DWF values & compliance policies and FCA’s Treating Customers Fairly outcomes. You will act as a responsible representative of the Firm and contribute, wherever possible, to the success of the business through the ongoing development of client relationships.

You must be able to demonstrate an in depth working knowledge of all end to end Lender Services - Return Of Goods processes including the work streams attributed to the Pune Teams and the differentiators for the various clients as per their instruction and mandate.

You will have the opportunity to work within a dedicated team where you will:

- To manage sub team responsible for processing volume Consumer Credit Act (CCA) Collections & Recoveries matters, allocating work, providing strong supervision to team members, assistance in prioritising work, day to day support and sharing appropriate legal knowledge.
- To work efficiently and utilise the Case Management System working to fee targets, balancing regulatory compliance requirements against achieving commercial results.
- Full understanding of the call recording framework and MI generated, monitoring calls and carrying our improver training
- To fully understand the regulatory environment in which the team operates including relevant compliance policies and ensuring team adhere to these standards at all times.
- To pick up non routine work within team, including escalated vulnerable customer/complaints matters and be a go to person for queries, deputising when the team leader is away from the office.
- To ensure client care in all cases including:

- behaving in a manner which makes consumers feel confident that fair treatment is central to the DWF culture;
- identifying and targeting the needs of the consumer appropriately;
- providing the consumer with clear information and keeping them informed throughout the process;
- Maintaining client confidentiality at all times.
- To prioritise work efficiently and effectively to ensure client service level agreements and deadlines are adhered to
- To support the Team Leader with case management system enhancements/updates, process developments, compilation of MI and ad-hoc projects.
- Testing of updates in case management system test environment ready for go live on new versions/processes

Experience is essential and we are also interested in someone with:

- Experience of supervising work or leading small team's essential
- Intermediate level skills in IT, particularly, case management, Microsoft Excel and in undertaking administrative activity.
- Excellent communication skills with a professional approach to clients/customers.
- Ability to solve problems and queries effectively and pay attention to detail - regulated work environment
- Previous experience of working in a commercial environment.
- Ability to prioritise and organise a busy volume workload
- Collections & Recoveries experience or previous supervisory work in a call centre/customer services focused environment would be beneficial
- Industry experience from the Motor Finance sector would be beneficial.

At DWF, we deeply appreciate the significance of offering a comprehensive rewards package that extends beyond a basic salary. Our commitment is to ensure that each member of our team not only feels valued but is also duly rewarded throughout their tenure with us. Upon joining our organisation, you will have the opportunity to select from a diverse array of benefits, allowing you to carefully tailor a package that perfectly aligns with your individual needs and those of your family. In addition to our standard benefits, we offer a wide range of flexible benefits and robust well-being programs.

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