Are you interested in joining us and helping to shape our future growth? Do you have the experience and ability to drive continuous improvement across our European operations and ensure quality service is embedded within core business processes?
Want to know a little about us?
We are a rapidly growing division of Mitsubishi HC Capital UK PLC that provides vendor finance solutions to support Mitsubishi group businesses, their distribution channels, and their key accounts across Europe. We build strong effective relationships with our vendor partners and develop bespoke asset finance programs and funding solutions for customers. We are currently present in 5 European countries with expansion into additional markets underway.
We are delivering on our ambitious growth and diversification strategy through promoting an entrepreneurial culture and collaborative teams. We offer vendors and customers a diverse mix of standard and structured asset finance options and tailored solutions to secure opportunities that meet our strategic aims. This means our teams are required to work flexibly in a varied environment that is often exceptionally rewarding.
We are committed to an inclusive working environment where we provide colleagues with the support and opportunity to continually develop. We actively promote a culture of teamwork and learning that allows people to perform at their best and be recognised for making a difference.
We are passionate about creating value for society, which is why we encourage volunteering days, support charitable giving, and put our values of Harmony, Sincerity, and Pioneering Spirit at the heart of everything we do.
We are proud to be a UK Top 50 Inclusive employer and rated the best Financial Services company to work for in the UK by Glassdoor.
What does the role involve?
Reporting into the Head of Operations, you will design and develop strategies to support sustainable business growth and work closely with other leaders to deliver on our business objectives. Working with the wider senior management team, develop and implement effective quality assurance, training, and process improvement programmes across a range of operational activities.
As the Process Quality champion some of your main responsibilities will include:
- Develop and run regular training programs for the Operational Teams and the wider business on key operational systems, processes, and controls. Support operational team managers with building skills matrices and tailored operational process training for their teams
- Build and maintain a full library of operational procedures that adhere to defined minimum control requirements and address identified operational risks
- Manage regular and ad hoc process reviews and secure appropriate approval of procedure change, ensuring procedures are updated to reflect changing Group requirements, regulation change, operational incidents, or changing operational risks
- Maintain approved Standard Documentation Library for use with Customers and approved third parties
- Perform monthly quality assurance testing across the range of Operational and Change Management processes to include Agreement Activation, Payments, Contract Terminations, Reschedules and Software Release Management
- Devise and implement appropriate reporting to evidence adherence to service quality and processing accuracy KPIs. Prepare and present monthly QA findings, trend analysis and recommendations to the Operations Teams and wider business
- Work closely with senior managers in Risk and Compliance across the business to identify best operational practices and to support operational risk management initiatives
What are we looking for?
As a service quality champion, you will promote a culture of learning across operational teams and proactively influence behaviours to drive up the quality and improve customer experiences. You will have strong asset finance knowledge complemented by an inquisitive mind and a willingness to work collaboratively with others to overcome challenges. As a critical thinker, you will be constantly looking out for ways to implement operational improvement and controls.
Also, we're looking for the following:
- Experience in implementing quality assurance frameworks, reporting and controls that promote quality services and minimise operational risks
- Excellent attention to detail, able to understand finance agreement documentation and a range of asset finance financial products
- Perseverance to investigate, understand and resolve complex issues
- A reliable and hands-on senior manager, capable of coaching and effective, service quality focused teams
- Excellent communication: able to identify and communicate issues to operational teams and support them with measures to improve quality
- European language(s) are an advantage
What can we offer you?
We're passionate about looking after our people as we know that looking after you means that you will look after our customers. In addition to an excellent salary and bonus package, we're able to offer you:
- Company car or cash alternative – with incentives on electric and plug-in hybrid vehicles
- 25 days' holiday, with the option to buy/sell, volunteering days
- BUPA, digital GP service, 24/7 employee assistance, wellbeing programmes & events
- Flexible benefits options such as cycle to work, free financial advice, discounted personal finance and insurance
What's the next step?
Like the sound of what we have to offer? Feel you've got something to bring to the role? What are you waiting for? Apply today - we look forward to setting you on the road to success.
Mitsubishi HC Capital UK PLC is an inclusive employer, and we welcome applicants from all backgrounds.
Please be aware that we may look to begin interviews for this role before the closing date
