Intermediary Operations Manager

9 hours 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 service team to deliver exceptional service to our broker partners.

Key Responsibilities:
  • Lead an inbound telephony team to ensure that team members are providing accurate product and criteria information to intermediary partners to maximise sales opportunities.
  • Monitor and improve 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 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.
  • 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.
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 value diversity and inclusion at Together and are committed to building a team that represents a variety of backgrounds, perspectives and skills. 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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