Intermediary Operations Manager
4 weeks ago
Job Overview
We are seeking an experienced Intermediary Operations Manager to join our team at Together. As a key member of our Intermediary Relations Channel, you will be responsible for leading an inbound telephony team and ensuring that our broker partners receive exceptional service.
Key Responsibilities
- Lead an inbound telephony team to provide accurate product and criteria information to intermediary partners, maximizing sales opportunities.
- Monitor and improve SLA standards within the 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, providing feedback to drive confidence and quality of service.
- Hold monthly 1-2-1 sessions with direct reports to develop their underwriting, sales, and regulatory knowledge and skills.
- Strive to improve the customer experience by challenging existing processes 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
- 26 days holiday, 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.
Equal Opportunities
We welcome difference and celebrate it. We are an equal opportunity workplace and are committed to creating an inclusive environment for all employees.
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