Operations Manager

hace 7 días

Malaga, España Intrum Justitia A tiempo completo

Hos Intrum vil du udvikle dig ved at gøre en forskel - på såvel højt plan som i et internationalt miljø. Og dét i en bekræftende kultur, hvor din indsats tæller.

The Operations Manager will manage the relevant teams through coaching and motivation to ensure company objectives are met. In addition, the Operations Manager is responsible for the leadership and engagement of the customer support teams, managers & team leaders, whilst adhering to all compliance procedures and best practices. Furthermore, The Operations Manager will also be responsible for overseeing and delivering the customer support strategy, ensuring it remains a robust and fit for purpose process and focused around customer centricity.

**Responsibilities**:

- Ensure best practice processes and procedures are in place to achieve the most appropriate outcome for the customer and conduct regular reviews on these to improve efficiencies and innovation.
- Proactively monitors department performance against Key Performance Indicators and Service Level Agreements (QA, KPI, CSATs) and take appropriate remediation action when required.
- Analyses Departmental trends and provides this analysis to relevant business stakeholders, ensuring resolution of negative trends and continuous high performance
- Responsible for managing operations/ reporting/ performance management teams.
- Responsible for the effective recruitment and retention of Intrum employees within the department
- Motivate, develop, coach and mentor Team Leaders/ managers to ensure adherence to key performance indicators, compliance requirements, regulatory and legislative standards and service levels agreements are consistently met
- Provides clear communication from internal company messages to all members of the operation and provides feedback to relevant stakeholder where required
- Attends regular meetings with key business stakeholders to ensure team leaders/managers are appropriately briefed on departmental changes.
- Attends regular Quality Assurance meetings, training sessions and compliance sessions when required.
- Keep abreast of relevant legislation and regulatory changes where necessary and attend conferences/training as appropriate.
- Ensure up to date training and guidance is provided to team members, with focus on knowledge and practices specific to the relevant market.
- Ensures a positive and safe working environment by adhering to Intrum Policies and Procedures
- Managing business relationships with internal and external stakeholders to maximize performance and maintain Service Level Agreements
- Ensuring all conduct risk and compliance across the department against all applicable regulation and legislation ensuring best practice at all times
- Produce accurate and timely reporting for internal & external stakeholders. Suggesting improvements of relevant systems and controls to senior management where identified.
- Any other ad-hoc duties as required by management.

**Requirements**:

- Strong leadership, organizational and problem solving-skills
- Deep knowledge of the collections business and operational excellence
- Outstanding communication, presentation and collaboration skills

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