Team Management
*Management of the Civil Litigation team - 2 assistant managers and 9 Loan
Administrators
*Implementing and managing KPI reporting to track and manage the team performance
*Setting and implementing SMART objectives and personal development plans for the team
*Performance management - identifying training needs, coaching and supervising the team to ensure they are working effectively.
*Working with the Learning and Development team to plan and deliver training for the team.
*Monitoring team capacity to ensure the team has the right amount of resource.
*Hiring high quality team members where we have vacancies.

Process and Control Improvement
*Own and deliver a process and control improvement plan within the Civil Litigation team to drive operational excellence.
*Ensure processes and controls are well documented and understood with metrics in place to ensure they are operating effectively.
*Provide input into requirements for system changes and participating in testing to ensure the changes have been implemented effectively
*Build and maintain effective relationships with internal stakeholders to ensure the Civil Litigation team is engaging with them appropriately (e.g. Legal, Credit Risk, Sales, Customer Services, Finance and Governance)

Management Information
*Own and produce the management information for the Civil Litigation team - this will cover both team performance, product performance.
*Understand what data is available in the system and using this to produce ad-hoc analysis as required.
*Review, analyse and present on customer feedback and complaints to drive improvements in the customer experience.
*Ownership of the Civil Litigation data in the system and driving data quality improvements.

Third Party Management
*Own the day to day operational relationships with our third party partners and solicitors.
*Ensure processes that span both company's team and our partners' operations teams are well understood and working effectively.
*Reporting on our partners' service performance, tracking key actions and supporting the Head of Operations in running the monthly service review meetings.
*Monitoring of solicitor performance to ensure the solicitors are providing high quality service to our customers.
*Own and drive resolution of solicitor and client issues.

Risk & Compliance
*Ensure that all governance and compliance requirements are well understood and embedded in the Civil Litigation team.
*Ensure that vulnerable client policies are embedded in our processes and procedures and evidence that the teams are adhering to them.
*Owning and updating the Civil Litigation processes and procedures ensuring that relevant controls and compliance requirements are clearly documented, understood and performed by the team.
*Engage with 2nd and 3rd line Risk and Audit teams working with the company.

Skills & Experience
Essential
*Experience of managing customer facing administration teams.
*Experience of working with and managing third parties.
*Excellent communication skills - written and verbal
*Excellent organisational skills, with an ability to plan and prioritise work in order to meet challenging deadlines.
*Extremely diligent and detail orientated to ensure that information presented is up to date and accurate.
*Good analytical and problem-solving skills - ability to interrogate and summarise data
*Good relationship building and stakeholder management skills
Desirable
*Experience working within the financial services sector or in a regulated industry.
*Experience managing loan transactions and drawdown processes