Mars Capital

Due to continued growth of our servicing platform we are looking for a Team Leader to support the business as it goes through this current period of growth. The successful candidates will act as team leader for a team of Customer Service Executives and Asset Managers working within the Pre and Early Arrears team. This role is ideal for someone who enjoys working in a challenging and fast paced environment. 

Responsibilities:

• Effectively lead and develop a team of Customer Service Executives and Asset Managers, promoting collaborative teamwork, acting as a role model and leading by example to ensure objectives are achieved.
• Effectively drive meaningful 1:1 conversations, facilitate open and engaging team meetings and drive high performance in others.
• Ensure adherence to strict SLAs/ KPIs.
• Ensure adherence to policies and procedures within the team.
• Proactively re-assess risks and controls in line with incidents raised and weaknesses detected in control testing.
• Oversee the distribution of workloads on the team and effectively plan for workload peaks & troughs.
• Observe and monitor changes in the working environment and has the ability to alter planned actions or approach in order to adapt to new and changing situations.
• Collaborate with all areas of the business to support the needs of the team/department and to achieve strategic outcomes.
• Manage assigned incidents, incident actions and Risk Forum / Risk Committee actions effectively, ensuring closure within agreed timelines.
• Ensure that the customer is a key consideration in the course of all projects, campaign, strategies and other business activities with the potential for customer impact.
• Consistently sets a tone from the top that “the customer is at the heart of everything we do”, encouraging and guiding team members to consider customer impact and detriment in the course of their daily duties.
• Displays awareness of the MCFID risk and control environment and applicable regulatory codes, inclusive of CCMA (2013) and CPC (2012), engaging proactively with colleagues and management to identify and mitigate risk.
• The supervision of non APA team members in MCC requirements including submitting monthly supervision reports to Risk and Compliance.