Your key focus will be to inspire, empower and challenge Approved Intermediaries, Debt Advisors and Case Officers to provide an excellent debt service to partner churches and clients, ensuring that individual metrics and overall service level agreements are maintained. You will collaborate with the Area Partnership Managers, Church and Client Support and Service Quality and Operational Insight to solve challenges, implement impactful change, and create connections between team members. You will work closely with other Regional Team Managers and the Senior Regional Delivery Manager within your Hub to allocate resources effectively. By fostering a culture of holistic client support, you’ll empower your team to support debt coaches and see clients supported through financial crisis.

Reports to: Senior Head of Services

Direct Reports: 12-13 Debt Advisors & Case Officer reports per FTE. This will be adjusted for part time hours.

Passion:

We are passionate about developing and empowering high-performing teams to deliver outstanding debt service. We believe in creating an environment where advisors and case officers are equipped, challenged, and inspired to provide exceptional support to partner churches and clients. We are passionate about collaborating with regional partners to drive impactful change and ensure service level agreements are consistently met.

Responsibilities

• Team Leadership and Employee Engagement: Lead, mentor, and develop team members to achieve their goals through regular catch-ups, annual appraisals and performance reviews. Build a positive team culture that boosts engagement and motivation. Hire and onboard new team members.
• Resource and Performance Management: Plan and manage resources effectively to meet business objectives and adjust to changing needs. Set clear expectations, monitor performance, and address any issues with action plans.
• Strategic Alignment and Problem Solving: Deliver department objectives through actionable team plans. Ensure adherence to policies, procedures, and industry standards. Address challenges, make informed decisions, and foster a problem-solving culture within the team.
• Communication and Change Management: Facilitate clear communication within the team and with wider stakeholders. Guide the team through changes, ensuring smooth transitions and adaptability.
• To carry out personnel management of staff including: onboarding of new team members, managing holiday requests in order to ensure the team is adequately staffed at all times and handling staff member absence due to sickness