Lowell Financial is a leader in debt recovery with 3.5million customers, 4,000 employees, and annual revenues in the region of hundreds of millions.• Leading teams of >25 people to deliver incredible first-contact service• Monitoring and managing team moral, guiding them towards KPIs and goals set by Lowell for the financial quarter• Developing my team by creating training plans and understanding their individual goals• Working with HR departments and taking lead on managing individuals, includinginvestigations and disciplinaries in line with company guidelines• Assessing team performance against KPIs and creating continuous improvement plans to coach individuals struggling to fulfil their responsibilities• Carrying out quality assurance audits to ensure consistency and quality across the end- to-end customer management lifecycle• Working alongside other departmental managers to create plans on achieving business targets and goals• Ensure compliance with regulatory requirements and company policies throughout the debt recovery process• Creating and implementing training documents to train new and existing staff members to help team members provide great outcomes for our customers• Motivate staff members using incentives at times to help them perform at high levels and remain efficient• Assisting with the hiring and training of new employees • Championing clear communication by relaying company messages, checking for understanding, and actively providing feedback to the Operations Manager • Leading by example by being an advocate of the Lowell Group Behaviours, and actively working within the ethos they set and encouraging my team to follow.