Civil Litigation Manager
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| Job Type | Permanent Full Time |
| Location | Wimbledon |
| Area | Greater London, UKSurrey, UK |
| Sector | Customer Service Financial Services LegalOffice Support |
| Salary | Competitive + Excellent Benefits |
| Start Date | |
| Advertiser | Lloyd Recruitment |
| Job Ref | LO10955 |
- Description
- Civil Litigation Manager
Lloyd Recruitment Services are delighted to be recruiting for a leading financial services organisation that seek an experienced Civil Litigation Manager to fulfil a pivotal role within their business.
** OFFICE BASED IN WIMBLEDON WITH WFH OPTION 2 DAYS A WEEK ** PENSION ** LIFE ASSURANCE ** PRIVATE MEDICAL INSURANCE ** 25 DAYS HOLIDAY ** INTEREST FREE SEASON TICKET TRAVEL LOAN ** SUBSIDISED GYM MEMBERSHIP ** CYCLE TO WORK SCHEME ** FANTASTIC LONG TERM CAREER OPPORTUNITIES WITHIN THIS FTSE250 ORGANISATION **
The Civil Litigation Manager reports to the Head of Operations and is responsible for the administration and customer service teams. The team manage the life cycle of loans from application through to repayment. The role will work closely with our third-party partners to ensure that we understand the status of the underlying legal cases.
The role is responsible for implementing, tracking, and reporting on Key Performance Indicators and driving operational excellence within the team to improve the processes and controls, and for providing, and ensuring the team are providing high quality customer and partner service through the telephone, email and postal engagement channels.
This is a hands-on role for a proactive individual looking to make an impact.
Team Management
Management of the team of 11 administration and customer service staff
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.
Third Party Management
Own the day to day operational relationships with our third party partners and solicitors.
Ensure processes that span both our 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.
Process and Control Improvement
Own and deliver a process and control improvement plan within the 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 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 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 data in the system and driving data quality improvements.
Risk & Compliance
Ensure that all governance and compliance requirements are well understood and embedded in the 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 processes and procedures ensuring that relevant controls and compliance requirements are clearly documented, understood and performed by the team.
Skills & Experience Required
It is essential that applicants have proven experience in managing administration and customer service teams, as well as working with and managing third parties.
A strong preference for experience within the financial, legal or other regulated industries, however this is not essential.
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
NB: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy. However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion. However please do join our Facebook community, to be the first to see our new positions.
