Customer: 01244 200 746

Business Partner: 01244 200 766


Customer: 01244 200 746

Introducer: 01244 200 566

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New Business Operations Manager

New Business Operations Manager
Kingsfield Court, Chester, CH4 9RF, UK
Department- Operations
Salary: £40,000-£60,000

Job Description:

SMF is an introducer led motor finance lender specialising in the near-prime customer segment.  The role of the New Business Operations Manager is to lead the new business team in the onboarding of new customers, supporting the introducer base alongside the sales team.  This is a critical stage in the customer journey and the last part of the car buying journey before the customer is able to receive their vehicle.

This is a newly created role to support the expansion in new customer applications and the proposed development of our product proposition in the coming years.  We are currently reviewing the customer journeys, understanding our software capabilities to create journey’s that is suitable for our introducers and scalable for the new business team.

This role is a senior management role for an experienced operational manager.

Skills and Responsibilities:

  • Lead a team of loan activation specialists with the existing team leader
  • Be a key influencer in the review and creation of the customer journeys and operating processes
  • Support the team leader in creating a culture of delivery for our customers
  • Build and run a management framework to allow the team to actively monitor the process and service levels to our introducers
  • Lead the change agenda in this area as we reinvent how we support our introducers to deliver a service our customers expect
  • Work with the sales team to support the introducers pipeline and actively communicate where appropriate
  • Be part of the management team that builds and launches new products to the market, building and implementing processes to support the product delivery
  • Manage a first line of defence (FLoD) process across your department
  • Responsible for the training and development of your team
  • Build a strong relationship with the underwriting team to help deliver a timely customer journey
  • Work alongside the fraud team around identifying fraud events and keep the new business team updated and vigilant on potential fraud events
  • Ensure that Treating Customers Fairly (TCF) is central to the core skills delivery in the business
  • Awareness of the legislative/compliance (working closely with Compliance) requirements to ensure any training-related activities are addressed (FCA/FLA)

Skills and Knowledge:

  • Understanding of an onboarding journey and working with introducers (preferably in the auto space)
  • Understanding of regulatory guidelines in practice including the Consumer Credit Directive (CCD), Data Protection Act (DPA) and Money Laundering (AML), Treating Customers Fairly (TCF), CONC
  • Complaint’s process and supporting the effective resolution of complaints
  • Excellent communication skills – must be able to adapt written, verbal, and face-to-face skills for relevant audience
  • Proven experience in a new business environment
  • Team management
  • Objection handling skills
  • Good PC skills (including Microsoft Office)
  • Ability to work to tight and demanding timelines
  • Ability to analyse management information and suggest new initiatives
  • Good organisational skills
  • Personal drive and self-motivation
  • Extremely self-motivated and a passion to be the best
  • Enthusiastic and dynamic approach to challenges
  • Structured approach to working day

Additional Information:

We will keep your CV on our records for 12 months after your applications. We carry out credit checks and DBS checks as part of the recruitment process for all roles.

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