Intermediary Operations Manager

6 days ago

Cheadle Hulme, Stockport, United Kingdom Together Full time
Job Title: Intermediary Operations Manager

We are seeking an experienced Intermediary Operations Manager to join our team at Together. As an Intermediary Operations Manager, you will play a key role in supporting, coaching, and training a service team to ensure that broker partners receive exceptional service and that all team KPIs and SLA standards are achieved.

Key Responsibilities:
  • Lead an inbound telephony team, ensuring that team members are providing accurate product and criteria information to intermediary partners to maximise sales opportunities within the Intermediary Relations Channel.
  • Be responsible for continually monitoring and improving SLA standards within a telephony based sales team to ensure that all Key SLAs are achieved.
  • Support the team in maintaining SLA standards by answering inbound calls from intermediaries and responding to emails where required.
  • Conduct regular side by side coaching and call collaboration sessions with team members providing feedback to drive confidence and quality of service to intermediary brokers.
  • Hold monthly 1-2-1 sessions with direct reports to develop their underwriting, sales, and regulatory knowledge and skills.
  • Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate to enhance customer experience.
Requirements:
  • Experience in people management
  • Mortgage/Lending background
  • An understanding of compliance and regulatory regimes
  • Exceptional relationship building and communication skills
  • Strong objection handling and problem-solving skills
  • Coaching skills
  • Positive attitude
Benefits:
  • 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
  • Buy & sell holidays
  • Discretionary annual bonus
  • Matched pension contribution
  • Life assurance
  • Critical illness cover
  • Health cash plan
  • Private medical insurance
  • Free access to company holiday homes
  • Travel season ticket loans
  • Ride to work scheme
  • Free local gym access
  • Local bar / restaurant discounts

We are an equal opportunities employer and welcome applications from all backgrounds and experiences. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. If you need us to make any reasonable adjustments to make your experience easier, please let us know and we'll do all we can.

Please note that all successful applicants will undergo relevant employment reference, financial, and criminal record checks.

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