Head of Credit Operations

The Role

Translating and cascading the FS strategic direction into meaningful business and operational plans, leading and driving successful plan and SLA delivery
  • Setting, leading and managing operational plans and targets across FS credit operations, ensuring that SLAs and TCF principles are met
  • Leading, managing and monitoring resourcing levels to deliver the plans effectively
  • Ensuring effective short and medium-term workforce planning is in place and delivered
  • Managing and monitoring the key performance indicators for the operational areas, ensuring that corrective actions are in place to bridge any performance gaps
  • Setting and leading clear performance priorities and focus to meet the changing demands of the business and the customer
  • Continually reviewing, updating and maintaining the operational plans, ensuring proactive and full communication and engagement with the teams of any changes in focus and/or priorities
Leading, managing and monitoring the commercial and budgetary performance of the teams, maximising opportunities and minimising costs
  • Positively contributing to the building of the overall FS budget
  • Proactively understanding the budget and identifying the contributing actions that are needed to meet targets
  • Managing and monitoring costs and bad debt performance in line with overall FS budget
  • Setting and agreeing forward resourcing and recruitment planning to align to budget
  • Setting, managing and monitoring targeted performance of teams, to meet P&L targets, taking corrective action where needed
Leading and driving an operational function where the performance and potential of people is maximised
  • Coaching and developing to drive high levels of engagement and motivation to deliver the best results
  • Performance managing the outputs of the department in line with performance management frameworks and standards
  • Cascading and setting robust performance and personal objectives that are aligned to the departmental strategy
  • Identifying resourcing requirements for the department to effectively meet existing and future demands
  • Identifying the training and development needs of the department, ensuring that these are provided effectively
  • Contributing and monitoring the recruitment and onboarding of new colleagues
  • Leading and applying best practice people practices from attraction to exit
  • Effectively implementing recognition, reward and consequence management for the department
  • Identifying talent and potential within the department and developing succession plans
Leading, managing and monitoring that operational teams and processes meet governance, compliance and TCF standards, principles and expectations
  • Setting and providing clarity of expectations and team contribution in reducing the risk profile for Financial Services, adhering to TCF principles
  • Proactively contributing to decision making forums, ensuring that governance and compliance standards are met
  • Ensuring that first lines of defence are meeting conduct risk, customer outcomes and expectations
  • Providing education and understanding of the risk framework
  • Ensuring all risks have mitigations and actions in place
  • Ensuring all controls are in place across the teams to operate within risk profile, compliance and regulatory expectations 
Identifying, leading and developing FS SLT and key relationships internally and externally that add value to the business in the short, medium and long term
  • Maintaining positive and proactive FS SLT membership, role modelling cross functional working, collaboration and thinking across Financial Service
  • Developing and delivering SLAs cross functionally, managing and monitoring performance to these
  • Proactively understanding the requirements and needs of FS SLT and key stakeholders, delivering against these
  • Providing robust and meaningful information, data and recommendations to key stakeholders 
  • Building and maintaining positive business networks, recommending opportunities for adding value to the business
  • Identifying and optimising networking opportunities
Leading and driving the delivery of key change projects and associated business benefits in Financial Services
  • Providing Business Lead expertise to establish, agree and prioritise business requirements and acceptance criteria for key projects
  • Providing challenge and sign off to change activities, ensuring that all governance and controls are in place
  • Leading and managing the implementation and coordination of business deliverables for key projects
  • Engaging, securing and managing the appropriate levels of resources required to deliver change and associated projects, minimising impacts to BAU
  • Maintaining engagement with project sponsor and wider business colleagues, ensuring that change is delivered well
  • Providing sign off of agreed resourcing, training and communication plans
  • Working collaboratively and cross functionally in benefits development and realisation
The Candidate
  • Extensive experience of successfully delivering in Financial Services at a senior level
  • Ability to deliver in a fast-paced and regulated environment
  • Experience in effectively managing a range of tasks and priorities, simultaneously  
  • Proven track record in excellent facilitation, communication and engagement at multiple levels
  • Ability to engage, challenge and influence stakeholders
  • Ability to build and lead teams at multiple levels
  • Proven track record in leading the performance of others at a senior level
  • Degree educated
  • Ability to influence, negotiate and constructively challenge to achieve productive solutions
  • Strong financial analysis and management skills
  • Excellent critical thinking and solution creation skills
  • Confident and resilient
  • Excellent communication, interpersonal skills and presence
  • Excellent root cause analysis, problem solving and troubleshooting skills
How to apply
Email your CV to david.earles@tpn.co.uk  and for an initial discussion call David on 01604 701577
Date posted: 25/04/2018
Salary: £80,000
Location: North West