Intermediary Operations Manager

Intermediary Operations Manager, you will focus your time on supporting, coaching and training a service team to ensure that broker partners receive exceptional service and that all team KPIs and SLA standards are achieved.

You will be responsible for supporting the team to deliver outstanding service through both reactive and proactive professional communication by developing skills congruent with the business needs, purpose and vision and promoting a culture of collaboration.

As an Intermediary Telephone Team Manager, we are looking for someone to:

• Lead an inbound telephony team, ensuring that team members are providing accurate product and criteria information to intermediary partners to maximise sales opportunities within the Intermediary Relations Channel.
• Be responsible for continually monitoring and improving SLA standards within a telephony based sales team to ensure that all Key SLAs are achieved.
• To support the team in maintaining SLA standards by answering inbound calls frim intermediaries and responding to emails where required.
• To conduct regular side by side coaching and call collaboration sessions with team members providing feedback to drive confidence and quality of service to intermediary brokers.
• To hold monthly 1-2-1 session with direct reports to develop their underwriting, sales and regulatory knowledge and skills.
• To constantly strive to improve the custopmer experience by challenging existing processes and practices and recommedning change where appropriate to enahnce customer experience.

Qualifications

Essential

• Experience in people management
• Mortgage/Lending background
• An understanding of compliance and regulatory regimes
• Exceptional relationship building and communication skills
• Strong objection handling and problem solving skills
• Coaching skills
• Positive attitude

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