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Senior Recovery Operations Manager
2 months ago
About DWF
DWF is a leading global provider of integrated legal and business services. Our approach delivers efficiency, price certainty, and transparency for our clients across the world without compromising on quality or service. Our purpose is to deliver positive outcomes with our colleagues, clients, and communities, and we foster a culture that places our colleagues at the centre of all that we do.
About the Role
Senior Recovery Operations Manager - Leeds
We are seeking an experienced Senior Recovery Operations Manager to lead our Pre-Legal Collections and Civil Recovery Department. As a key member of our team, you will be responsible for managing and supporting Collections Team Leaders and Lead Collection Specialists in accordance with client service level agreements, DWF values, compliance policies, and best practice.
Key Responsibilities
- Lead the effective operations of a volume department, overseeing operations across the Pre-Legal Collections and Civil Recovery Department from both a people management and service delivery perspective, ensuring operational excellence.
- Work as a leader and a member of the team to achieve all financial measures, including budgeted sales revenue, budgeted recovery rate, management of lock-up (WIP and debt) and disbursements in line with targets.
- Understand the call recording framework, regular call monitoring/scoring, and carrying out training to maximise the use of the internal telephony system for reporting and training purposes.
- Raise individual profile and that of the wider Business in the external industry through such activity as coverage in the legal press and contribution to DWF promotional material, assisting to maximise own revenue and business advantage.
About You
The ideal candidate will have:
- Excellent written and verbal communication skills.
- Excellent client service skills.
- The ability to prioritise and manage multiple tasks.
- Commercial and financial awareness.
- Previous supervisory/people management experience.
- The ability to coach, give feedback, and performance manage others to get the best out of them.
What We Offer
We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF. We are an equal opportunities employer that celebrates diversity and is committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed.
