Job Description

Northreach is a dynamic recruitment agency that connects businesses with top talent in the fintech and digital sectors. Our mission is to provide a seamless and personalised recruitment experience for clients and candidates, and to create a positive work environment that encourages equality, innovation, and professional growth. We have partnered with a challenger bank whose sole mission is to improve banking services for the agricultural sector. Founded by farmers and bankers they combine these industries to provide tailor made solutions for rural communities and operate very differently from high street banks.

The Operations Team Leader will work closely with the Senior Operations Manager implementing the business strategies. Responsible for the day-to-day management of the teams, delivering a first-class service whilst embedding new working practices. Part of the role will be to train new processes and procedures, which in turn will provide a smooth customer journey and positive customer outcomes. Robust performance measures will ensure customer satisfaction is of the highest standard.

It is crucial that the Operations Team Leader has a proven track record of being able to deliver results to a high standard within a changing and fast paced environment.

• Delivery of quality services to meet internal and external requirements.
• Coach team members to hit call quality and work accuracy targets via side-by-sides and drop-in sessions in addition to daily QC checks
• Aware of potential Operational Risks, Reputational Risks and Conduct Risks taking appropriate action to mitigate and adhere to policies and ensure Operational resilience is controlled
• Promote process change and excellent customer service within a stable and efficient processing environment.
• Ensure service performance and quality control through effective performance measures.
• Manage the teams through formal and informal colleague performance and development reviews to ensure the achievement of business plans.
• Produce and evaluate management information to monitor performance and identify trends, making recommendations for improvements.
• Creating a diverse and inclusive culture where employees thrive and develop.
• Deal with customer complaints and dissatisfaction through to resolution ensuring service level agreements are adhered to and root cause analysis mitigates future occurrences.

Required Skills / Experience

• Financial services experience, having existing knowledge of regulatory factors and policies
• Understanding of onboarding processes and procedures including understanding of due diligence
• Understanding of secured lending processes and procedures including preparation of all security documentation
• A hands on approach during the development stage of the business
• Comfortable working at all levels
• Ability to communicate clearly and effectively to the team
• Self driven

Desirable Skills / Experience

• A successful track record in leadership or supervisory role
• Agricultural experience is desirable.

Northreach is an equal opportunity employer and we do not discriminate against any employee or applicant for employment based on race, colour, religion, sex, national origin, disability, or age. We are committed to promoting diversity, equity, and inclusion in the workplace and hiring practices, therefore only partner with businesses that promote DEI. We strive to create a welcoming and inclusive environment for all employees.