Role Overview<\/p>\n
\tYou will lead a team of 15\u201320 agents delivering FCA-regulated Auto Finance Redress services to UK customers. You will be responsible for case management, complaint resolution, and L2 evidence review, ensuring outcomes are fair, compliant, and documented in Salesforce CRM. A significant part of your role will involve reporting to clients, providing insights into case progress, trends, and closure rates. You will also support direct customer interactions when necessary.<\/p>\n
Responsibilities<\/p>\n
\tTeam Leadership: Lead, coach, and manage a team of agents, ensuring delivery of KPIs, productivity, and service quality
\n\tCase Management: Oversee all cases handled by the team, including escalations, ensuring compliant resolution
\n\tClient Reporting & Liaison: Prepare and present reports to UK clients, providing updates on case volumes, trends, and outcomes
\n\tLevel 2 Review: Review evidence and complaints escalated from agents, making fair, documented judgments
\n\tComplaint Handling & Closure: Take ownership of complex or sensitive complaints, including direct customer engagement where required
\n\tOperational Oversight: Monitor team adherence to FCA regulations, Treating Customers Fairly (TCF), and internal policies
\n\tQA & Continuous Improvement: Collaborate with QA to review findings, implement improvements, and support agent development
\n\tEscalations: Act as point of escalation for complex cases, ensuring timely and accurate resolution
\n\tMI & Reporting: Produce detailed reports and trend analyses for internal management and client review
\n\tTraining Support: Support onboarding and continuous upskilling of agents as needed<\/p>\n
Minimum Qualifications \/ Skills<\/p>\n
\tBachelor\u2019s\/B-Tech\/BSc degree in finance, Business, or related field
\n\tProven experience managing teams in financial services (banking) or contact centre operations, ideally in regulated environments 5+ Years
\n\tStrong understanding of FCA regulations, customer outcomes, and complaint handling
\n\tExcellent communication and interpersonal skills, capable of client reporting and liaison
\n\tExperience in judgment-based decision making for escalated cases
\n\tC1-level English proficiency (spoken and written)
\n\tMust be willing to work shifts to accommodate UK hours<\/p>\n
Preferred Qualifications \/ Skills<\/p>\n
\tExperience in Auto Finance, Redress, Collections, or Banking Operations
\n\tFamiliarity with Salesforce CRM, Genesys, MS Office, and Excel
\n\tPrior experience with QA frameworks, MI reporting, and regulatory audits
\n\tAbility to handle direct customer interactions in complex or sensitive cases
\n\tStrong coaching, mentoring, and stakeholder management skills<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
www.linkedin.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/www.linkedin.com","_company_name":"Genpact","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes primarily for Global Fortune 500 companies. We think... read more with design, dream in digital, and solve problems with data and analytics. Combining our expertise in end-to-end operations and our AI-based platform, Genpact Cora, we focus on the details \u2013 all 87,000+ of us. From New York to New Delhi and more than 25 countries in between, we connect every dot, reimagine every process, and reinvent companies\u2019 ways of working. We know that reimagining each step from start to finish creates better business outcomes. Whatever it is, we\u2019ll be there with you \u2013 accelerating digital transformation to create bold, lasting results \u2013 because transformation happens here. Get to know us at Genpact.com and Twitter, YouTube, and Facebook.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-33256","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/33256","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=33256"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=33256"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=33256"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}