Team Leader – Lending and Onboarding 

Job Description

Job Title: Team Leader – Lending and Onboarding 

Location: Chester

Salary: £30,000


The Role

The Lending and Onboarding Team Leader will work closely with the Senior Operations Manager implementing the business strategies.  Responsible for the day-to-day management of the lending Onboarding teams, delivering a first-class service whilst embedding new working practices. Part of the role will be to train new processes and procedures, which in turn will provide a smooth customer journey and positive customer outcomes.  Robust performance measures will ensure customer satisfaction is of the highest standard.

It is crucial that the Lending and Onboarding Team Leader has a proven track record of being able to deliver results to a high standard within a changing and fast paced environment.


  • Delivery of quality services to meet internal and external requirements.
  • Coach team members to hit call quality and work accuracy targets via side-by-sides and drop-in sessions in addition to daily QC checks
  • Aware of potential Operational Risks, Reputational Risks and Conduct Risks taking appropriate action to mitigate and adhere to policies and ensure Operational resilience is controlled
  • Promote process change and excellent customer service within a stable and efficient processing environment.
  • Ensure service performance and quality control through effective performance measures.
  • Manage the teams through formal and informal colleague performance and development reviews to ensure the achievement of business plans.
  • Produce and evaluate management information to monitor performance and identify trends, making recommendations for improvements.
  • Creating a diverse and inclusive culture where employees thrive and develop.
  • Deal with customer complaints and dissatisfaction through to resolution ensuring service level agreements are adhered to and root cause analysis mitigates future occurrences.

Required Skills / Experience

  • Financial services experience, having existing knowledge of regulatory factors and policies
  • Understanding of onboarding processes and procedures including understanding of due diligence
  • Understanding of secured lending processes and procedures including preparation of all security documentation
  • A hands on approach during the development stage of the business
  • Comfortable working at all levels
  • Ability to communicate clearly and effectively to the team
  • Self driven

Desirable Skills / Experience

  • A successful track record in leadership or supervisory role
  • Agricultural experience is desirable.

Unfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are acting on behalf of the client as an Employment agency in relation to this vacancy.

We are an equal opportunities agency and welcome applicants from all backgrounds.

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Posted: 13/03/2024

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