Mars Capital - Contact Centre Manager

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 €70bn Assets Under Management (“AUM”) and 2,000 employees across five jurisdictions.

Mars Capital was established in 2015 and is a Regulated Credit Servicing Firm, authorised by the 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.

Our Culture and Way of Working

We’re entrepreneurial, fast-paced and decisive, working together safely and supportively. We trust our colleagues to make the right decisions and are brave enough to acknowledge mistakes and to learn from them. Celebrating success, we reward those who help us to achieve exceptional long-term results.

We’re inclusive and encourage our colleagues to be themselves. Our culture supports the difference that makes each of us unique. We’re open and eager to embrace new ways of working and have a diverse community, enriched by our local identities that works collaboratively to build a unified and dynamic organisation.

We believe that a supported flexible working approach helps us to retain valued colleagues, enhance wellbeing, increase motivation and encourage a healthy work/life balance. If you’re interviewed, ask about the flexibility involved in this role.

Our Values

Our stakeholders expect us to act in an ethical and responsible way and this is at the heart of how we conduct our business. Our values support this philosophy, and we seek out and reward behaviours that will make us more sustainable, responsible and successful. Our values are- we succeed together; we do the right thing; we’re trusted and valued; and we’re brave and creative. You’ll hear more about these throughout the interview process.

Our STAR Awards provide a fantastic platform to send a special thank you to a colleague who may have gone above and beyond to help you and the business succeed, or someone who has been brave and creative with their own approach to how they work. Values orientated, our Recognition Scheme plays a pivotal role in aligning and celebrating our culture, and simply wouldn’t exist without colleague participation and input.

Our Environmental, Social and Governance (“ESG”) Commitment

We’re committed to investing responsibly and supporting our local communities and charitable organisations. Every colleague is encouraged to take a paid day each calendar year to volunteer for our nominated charities. Internally we are very proud of our four colleague-led engagement groups, who run events/initiatives, that promote our culture and values which is a key part of the life blood of this business.

The Role - How You’ll Make an Impact

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 you 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.

Expertise

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.
Target driven individual with the ability to manage your own workload while contributing positively to the wider team and organisation, working to achieve common goals.

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.

For further information of if you would like to apply for this role, please contact Tara Doran, Talent Acquisition Partner at tara.Doran@marscapital.ie or via this link https://careers.smartrecruiters.com/MarsCapital