Intermediary Operations Manager

3 days ago

Cheadle, Staffordshire, 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 our intermediary partners and ensuring that they receive exceptional service.

Key Responsibilities:
  • Lead an inbound telephony team to provide accurate product and criteria information to intermediary partners.
  • 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 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 practices and recommending change where appropriate.
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.
What We Offer:
  • 26 days holiday, increasing with service to 30 days, plus bank holidays.
  • Buy and 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 diverse backgrounds and experiences. If you need 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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