Job Details: Business Excellence Executive


JobsIreland
Jervis Street
Dublin 1
jobsireland.ie
Business Excellence Executive
Exciting opportunity for an experienced Business Excellence executive
to support the business as it goes through a vast period of growth, we
are currently recruiting for a dynamic complaints professional to join
our team on an initial **Apply on the website**-month fixed term
basis. We are looking for a driven, dynamic individual who possesses a
talent for thinking of new innovative ways. A great communicator with
our customers in professional, emphatic, and professional manner
putting the customer at the heart of what we do.

_YOU WILL_ work as part of a team delivering tangible change and
continuous improvement to the operation by driving change and
improvements through System, Process or Procedure. This role is ideal
for someone who excels in proactive stakeholder management and enjoys
working in a challenging and fast paced mortgage collections
environment.

This role and will be based at our Dublin office with some home
working. ?Due to the current Pandemic this will initially be a
home-based role.

What will you be doing?

Provide a framework to ensure that the customers arrangements are
being processed within the required delegation, and within the
parameters as agreed with the loan owners

Ensure all proposed customer arrangements are in the best interests of
the customer, affordable and reasonable

Challenge colleagues on detailed credit proposals, regardless of
delegation.

Daily management of centralised inbox and tracker in line with
SLA?sResponsible for the management of triggers as set out in the
ACA/internal SLA measure

Report and escalate any regulatory breaches

Ownership of the end to end complaints investigation, lettering, root
cause and to maintain and adhere to the regulatory and agreed internal
SLA?s, Including the development of the Appeals/Complaint process,
recommending any enhancements to improve the process

Identify and review current procedures and provide guidance to the
operational owners with the presentation of their procedure for
approval

Contribute and suggest areas of improvement across the business.

Is this you?

Previous experience of complaints handling and investigation in a
regulated environment

Strong communication skills both via phone and written to agree
suitable resolutions with the customer

_EXPERIENCE WORKING_ within Asset management is ideal but not
essential

Proven track record of working under pressure in a fast-paced
organisation

Accurate review and interpretation of borrower?s financial
information

Can work effectively as part of a team

Attention to detail and accuracy with strong organisational skills

Ideally QFA qualified, minimum APA required

Can demonstrate compliance to CCMA/CPC/SME codes

Why Mars Capital?

Mars Capital puts the customer at the heart of everything we do by
seeking to understand the circumstances of our borrowers and help
them, using all reasonable means available, return to long term
financial stability. Mars Capital is also part of the Arrow Global
Group. Which is a leading European investor and asset manager in the
non-performing and non-core assets sector.

Operating in five different geographies and servicing over 9 million
customer accounts. Our Purpose ? building better financial futures.

_WE OFFER_ a competitive salary and attractive benefits package and we
pride ourselves on rewarding success with our excellent bonus scheme
and incentive package. We also have interactive subsidised events,
colleague engagement teams, employee recognition and development
programs and the opportunity to work collaboratively with multiple
European countries.

Please note ? we are an equal opportunities employer and CBI
regulated company - we will conduct credit, fraud, criminal record and
5-year reference checks as part of our pre-employment screening.
?(Strictly No Recruitment Agencies Please) Exciting opportunity for an experienced Business Excellence executive
to support the business as it goes through a vast period of growth, we
are currently recruiting for a dynamic complaints professional to join
our team on an initial **Apply on the website**-month fixed term
basis. We are looking for a driven, dynamic individual who possesses a
talent for thinking of new innovative ways. A great communicator with
our customers in professional, emphatic, and professional manner
putting the customer at the heart of what we do.

_YOU WILL_ work as part of a team delivering tangible change and
continuous improvement to the operation by driving change and
improvements through System, Process or Procedure. This role is ideal
for someone who excels in proactive stakeholder management and enjoys
working in a challenging and fast paced mortgage collections
environment.

This role and will be based at our Dublin office with some home
working. ?Due to the current Pandemic this will initially be a
home-based role.

What will you be doing?

Provide a framework to ensure that the customers arrangements are
being processed within the required delegation, and within the
parameters as agreed with the loan owners

Ensure all proposed customer arrangements are in the best interests of
the customer, affordable and reasonable

Challenge colleagues on detailed credit proposals, regardless of
delegation.

Daily management of centralised inbox and tracker in line with
SLA?sResponsible for the management of triggers as set out in the
ACA/internal SLA measure

Report and escalate any regulatory breaches

Ownership of the end to end complaints investigation, lettering, root
cause and to maintain and adhere to the regulatory and agreed internal
SLA?s, Including the development of the Appeals/Complaint process,
recommending any enhancements to improve the process

Identify and review current procedures and provide guidance to the
operational owners with the presentation of their procedure for
approval

Contribute and suggest areas of improvement across the business.

Is this you?

Previous experience of complaints handling and investigation in a
regulated environment

Strong communication skills both via phone and written to agree
suitable resolutions with the customer

_EXPERIENCE WORKING_ within Asset management is ideal but not
essential

Proven track record of working under pressure in a fast-paced
organisation

Accurate review and interpretation of borrower?s financial
information

Can work effectively as part of a team

Attention to detail and accuracy with strong organisational skills

Ideally QFA qualified, minimum APA required

Can demonstrate compliance to CCMA/CPC/SME codes

Why Mars Capital?

Mars Capital puts the customer at the heart of everything we do by
seeking to understand the circumstances of our borrowers and help
them, using all reasonable means available, return to long term
financial stability. Mars Capital is also part of the Arrow Global
Group. Which is a leading European investor and asset manager in the
non-performing and non-core assets sector.

Operating in five different geographies and servicing over 9 million
customer accounts. Our Purpose ? building better financial futures.

_WE OFFER_ a competitive salary and attractive benefits package and we
pride ourselves on rewarding success with our excellent bonus scheme
and incentive package. We also have interactive subsidised events,
colleague engagement teams, employee recognition and development
programs and the opportunity to work collaboratively with multiple
European countries.

Please note ? we are an equal opportunities employer and CBI
regulated company - we will conduct credit, fraud, criminal record and
5-year reference checks as part of our pre-employment screening.
?(Strictly No Recruitment Agencies Please)

We need : English (Good)

Type: Permanent
Payment:
Category: Others

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