Intermediary Operations Manager

1 week ago

Cheadle, Staffordshire, United Kingdom Together Full time

Job Summary

We are seeking an experienced Intermediary Operations Manager to lead our inbound telephony team and ensure that our broker partners receive exceptional service. As a key member of our team, you will be responsible for coaching and training our service team to deliver outstanding service and achieve key performance indicators (KPIs) and service level agreements (SLAs).

Key Responsibilities

  • Lead an inbound telephony team to provide accurate product and criteria information to intermediary partners, maximizing sales opportunities within the Intermediary Relations Channel.
  • Monitor and improve SLA standards within a telephony-based sales team to ensure 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 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.
  • Continuously strive to improve the customer experience by challenging existing processes and practices and recommending changes to enhance customer experience.

Requirements

  • Experience in people management.
  • Mortgage/lending background.
  • Understanding of compliance and regulatory regimes.
  • Exceptional relationship-building and communication skills.
  • Strong objection-handling and problem-solving skills.
  • Coaching skills.
  • Positive attitude.

Benefits of Working at Together

  • 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.

About Together

We are a market-leading property finance expert with an entrepreneurial spirit. We pride ourselves on our common-sense approach to lending and offer a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

We care that you have a great experience with us at Together. 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.

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