Overview
As head of operations within the business the operations manager is a key member of the senior management team. The primary responsibility will be driving case operations performance and efficiency from both a day to day and strategic perspective. The wider role will include assessing and continuously improving business operations generally including support of the network partners and supporting the business development team during the recruitment of new network partners.
Key Duties and Responsibilities:
Organisation and Management of Case Teams
Day to day leadership and management of team including performance, motivation, culture, target setting, pay plans & recruitment. Development, collation and reporting of regular management information.
Case Operations Management
Managing of case loadings while maintaining SLAs in response to and the processing of both commercial and regulated case enquiries received from networks and directly introduced.
Network Partner Service levels
Monitoring and management of service and communication levels to the networks including case management, response and communication times, availability and support in providing guidance and case advice.
Relationship Management
Lead the high-level Operational Relationships with Key Lender Partners
Lead the high-level Operational Relationships with the Key Service Partners we work with


Network Partner Development
Ensuring fitness for purpose and delivery of systems and support for both the ’Direct to Lender’ initiative & the ’Pathway to Commercial Competent Advisor Status’ (CCAS).


Larger Yielding Commercial Deals
Direct management involvement in key network-introduced cases (£5k+ net to practice income). Identification of opportunities to generate such deals directly.


Network Recruitment Support
Supporting the business development team in the recruitment of new network partners from an Operations perspective.


Network Partner Training
Oversight, development and occasional delivery of Ops team training during business launch and ongoing ad hoc training.


Compliance – Partners & Cases
Oversight of case processing and auditing to satisfy TCF, file checking & record keeping.


Key Operational Systems
Oversight of CRM system