We are recruiting for a Contract Operations Manager to join our Retail Mortgage Services team in Manchester.
Your Role
You will be:
Managing the operational needs of 1 core client.
Managing the operational needs of 2/3 additional operational teams (either teams with a mix of clients, or work-types).
Supporting the OD in strategic planning and developing optimal operational strategies.
Resolving allocated client queries.
Responsible for ensuring that allocated teams are compliant with operational risk processes.
Responsible for ensuring that allocated teams adopt efficient resource allocation and management.
A point of escalation for all technical expertise.
As part of your role, you will also participate in the following areas:
Optimising Operational Performance:
Support the development of strategies to enhance operational efficiency and effectiveness.
Monitor and analyse key performance indicators (KPIs) of teams to identify areas for improvement.
Identify bottlenecks and inefficiencies in the team
Work collaboratively with Strategic Delivery division to optimise productivity and cost savings
Work collaboratively with Strategic Delivery division to identify resolutions to known issues identified in the operations
Supporting line to resolve problems and implement solutions
Operational Change:
Embed operational change initiatives to improve processes and systems.
Collaborate with cross-functional teams to ensure seamless implementation of changes.
Client Management:
Key operational contact for core clients dealing and liaising with client queries.
Supporting the Client Services Manager on an ad-hoc basis for ‘Other’ clients relating to operational teams within responsibility.
Client Relationship Management:
Conduct regular meetings with clients to understand their needs and provide solutions.
Build and maintain strong client relationships to ensure satisfaction and retention.
Address client concerns and resolve issues promptly.
Escalate to OD any client concerns that cannot be satisfactorily resolved.
Operational Risk Management:
Play an active part in managing operational risk under the framework
Ensuring teams comply with TLT's risk frameworks, policies and procedures.
Ensuring teams comply with regulatory and industry frameworks, policies and procedures.
Ensuring teams comply with quality standards and client contractual requirements.
Team Leadership:
Manage performance of teams and colleagues.
Development of individuals within team
Monitor employee performance and provide feedback
Conduct performance evaluations and appraisals
Motivate and coach team creating goals at both levels
Address employee concerns and resolve issues
Resource Management:
Manage team recruitment processes to ensure the recruitment strategy is achieved
Allocate resources effectively to meet operational needs and priorities
Oversee the allocation and utilisation of resources to maximise productivity.
Manage teams’ recruitment budgets and financial resources effectively.
Stay close to recruitment activity to ensure that right candidates being hired, those with the necessary skills and alignment with TLT’s values.
Oversee onboarding and orientation programs for new hires.
Escalate urgent and critical resourcing needs and decisions appropriately
Performance Management:
Set performance goals and objectives for First Line Managers and their teams.
Conduct regular Connections and Quarterly Conversations, providing feedback and identifying training/development needs, to ensure goals and objectives are met.
Implement performance improvement plans as needed.
Monitor team and delivery of KPIs
Analyse the team's performance data
Identify areas for improvement and implement initiatives
People Policy:
Foster a positive and inclusive work environment within team and across the Operations team
Ensure team complies with employment laws and regulations.
Supported by HR, address employee grievances and disciplinary issues.
Culture and Coaching:
Ensure team aligned with TLT’s values and culture
Foster a culture of continuous improvement and innovation within team
Provide coaching and mentorship to First Line Managers to enhance their skills and career development
Promote teamwork and collaboration within the team
Training:
Identify training needs and develop training programs for the team.
Oversee the deployment of training initiatives.
Drive necessary adjustments to improve effectiveness of training programs.
Your Skills and Experience
You will be/have:
Experience in operations, including workforce planning and budget management in a regulated environment (ideally gained in a law firm or in financial services).
Experience in supervising or leading a team
A Qualified Solicitor (SRA or Law Society Registered). This is ideal, not essential.
A forward thinker, with excellent analytical, communication and organisational skills, you will be self-motivated with the ability to manage workloads and deadlines
Commercially aware, with experience of managing client relationships
Develop a deep understanding of your client’s business needs, and act in the best interest of the firm and the client
Contribute to our collaborative culture, with an ambition to assist in the development of junior team members.
Your Team
Operating from our offices in Bristol, Manchester, Glasgow and Belfast, we have specialist expertise in each UK jurisdiction. We act for banks, building societies, other secured lenders and third party services. Whatever the size of mortgage portfolio, we adapt our processes to deliver the best outcome for the lender and their customer. Our approach ensures that all customers are treated fairly, and vulnerability is identified and handled appropriately.