Mars Capital Finance Ireland DAC ("Mars Capital") is part of Arrow Global Group Limited, which is one of Europe's leading integrated asset managers with €95bn Assets Under Management ("AUM") and 2,000 employees across seven jurisdictions.
Mars Capital was established in 2015 and is a Regulated Credit Servicing Firm, authorized by the Central Bank of Ireland and located in Dublin 2. Mars Capital has the capacity and regulatory authority to service loans secured against properties and has €8bn AUM, experiencing significant growth in recent years. We provide services that span the full lifecycle of a loan post origination, from drawdown through to loan administration, asset management, enforcement as well as syndication, securitisation, and standby servicing.
We value our relationship with our clients and believe that our deployment of dedicated, Dublin-based project and asset management teams give us a competitive advantage over other competitors who operate a shared services model across their portfolios. Placing the customer first in a simple and efficient manner in line with our regulatory obligation is our number one priority.
Our local strategic ambition is to provide value accretive services to institutional clients, while building better financial futures for our customers, clients, communities and colleagues.
Job Description To lead and manage the Contact Centre team to maximise performance and achievement of KPI's and SLA's, with focus on company values and compliance standards.
Provide leadership, development and coaching of a team of Contact Centre Agents. Actively engaging and supporting development of your team to drive performance and quality standards. Working closely with HR and Talent Acquisition to drive recruitment and successfully build and maintain the Contact Centre Team. Take ownership of training your team to empower and enable them to perform their roles to the best of their ability and keep accurate training records. Carry out regular 121s, developing a culture where training and development are part of the team, identifying actions and working with the team to ensure the skills and knowledge are developed effectively. Embed a performance culture, framework and review processes to achieve business and team goals. Proactively ensure customer outcomes are appropriate through call quality, training, and effective feedback. Work effectively with your senior manager ensuring that they are supported and collaborate effectively with them. When required, willingly and effectively step up to support senior management and client. Provide excellent stakeholder management to your client ensuring you fully understand their priorities and react to same. Demonstrate compliant and escalated call handling, while delivering to regulatory and mandatory standards. Ensure all company processes and procedures are carried out within appropriate timeframes. Become an SME on the customer journey and positively contribute to the team's customer outcomes via actions, analysis, and remediation. Develop and deliver on continuous improvement initiatives. Ensure the team are fully communicated to in a timely manner with effective open and clear communication processes in place. Takes ownership of errors and complaints received, managing the customer experience to a successful resolution. Consistently record and manage incidents, incident actions and Risk Forum / Risk Committee actions effectively, ensuring closure within agreed timelines, across the team. Effectively use all line management procedures and tools, including appraisals and return to work, to manage staff attendance, progression, and retention targets. Work collaboratively with other managers to ensure overall performance consistently meets requirements and expectations. Participate and engage in all project requirements, ensuring project alignment with current operational processes. The successful candidate will be responsible for ensuring the delivery of exceptional customer experience by the Contact Centre team, ensuring all customer queries are managed effectively and efficiently, with all customer investigations completed within agreed SLAs.
Qualifications Previous contact centre leadership experience and/or financial services management experience. Experience of building and developing high performing teams through coaching and development. Good knowledge of Microsoft Office applications, with the ability to quickly learn new systems. Great interpersonal & communication skills with the ability to interact with colleagues and customers, providing a positive, proactive service. Ability to react and deal with change in a fast-moving environment, ensuring results are delivered on time, while sustaining quality processing of high-volume data by the team to tight deadlines. Proven ability to be accountable for and define procedures, controls, and instruction. Good attention to detail, accuracy, ability to multitask and manage/prioritise workloads. To work within and be always compliant with all relevant regulations and legislation applicable to this role. Consistently demonstrates that "the customer is at the heart of everything we do" by ensuring that customer impact is considered during all tasks and activities. Additional Information Central Bank of Ireland ("CBI") Fitness & Probity Regime Some of our roles are Control Functions ("CF") as defined by the Central Bank Reform Act 2010. If a vacancy is for a CF role, it will be indicated above. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2018 issued by the Central Bank of Ireland. In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.
D&I statement
Seniority level Mid-Senior level Employment type Full-time Job function Other #J-18808-Ljbffr
