• Establishment and optimisation of day to day operational activities• Contributes to strategy formulation and the setting of strategic direction and ensures the strategic execution • Direct the operation to meet budget and other financial goals, directing short-term and long- range planning and budget development• Support with developing and implementing a system of tracking and reporting on the progress of strategic plan implementation.• Ensure that all stakeholders are fully informed of the operational objectives of the business unit• Establishes operational processes and improvements related to these processes for each department• Establishment of performance goals, allocates resources and assesses the policies of senior management.• Support with setting operational and/or performance goals for each department which are aggressive, achievable and linked to long-term goals• Ensure that operational activities comply with organisational requirements for quality management, legal stipulations and general duty of care• Participation in acquisition and growth activities that support overall business objectives and plans.• Coaches and develops individuals in the team.• Manages work activities and ensures successful completion of processes

• Optimise the selling of Financial Services products to existing and new customers• Give input to the development of sales strategies, policies and procedures and implement when agreed• Develop and implement operating plans in line with sales strategies, policies and procedures• Translate business growth into sales targets (qualitative and quantitative) for the area and integrate with other WFS business areas in order to achieve sales targets• Optimise channel performance by enhancing the capability of the Outbound Channel• Manage sales activities in line with agreed performance measures and operating budgets• Liaising with commercial and product as the custodian of the direct mail channel• Present daily/weekly/monthly portfolio performance to relevant stakeholders.• Analysis on sales results and operational activities within the outbound sales environment• Ensure compliance with customer sales policies, procedures and operating, plans, highlight operational risks and controls, and proactively take relevant action• Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented• Manage performance of staff according to best practice including set performance standards (Key Performance Areas, Key Performance Indicators)• Identify skill and knowledge gaps • Ensure training and development plans exist and are followed• Develop staff skills and competencies to ensure effective succession planning is in place

•Effective coordination of all business areas to ensure adherence to all targets and agreements as performance contracted •Monitor and plan for and ensure proactive mitigation to avoid not meeting these requirements going forward•Ensure all resources are aligned to the achievement of Sales targets, lead optimisation and utilisation targets and Net Promoter Score•Ensure that all staff are aware on a daily, weekly and monthly basis of performance against targets•Ensure that all internal operational efficiency and optimisation projects/initiatives are effectively staffed, tracked and reported against•Ensure that all appropriate management and staff of are fully aware of any variance to the achievement of the targets and that all necessary projects and initiatives are effectively communicated.•Provide Operational input into the leads acquisition process, ensuring that optimum value is extracted from marketing spend•Provide strategic and tactical input into the continuous improvement roadmap(including product development, process enhancements, cost management, technology enhancements and general innovation)•Manage the volume and review gearing on a monthly basis•Ensure the change request process for enhancements, information changes and standard operating Procedures is followed and adhered to •Production and presentation of reporting on a daily, weekly, monthly and quarterly basis•Ensure that the operation is generating revenue by reaching the required targets•Manage the performance of the call centre operation to ensure that waste is effectively minimised•Manage and lead a team of competent and accountable Team Leaders that are able to operate independently to ensure the successful delivery of the operation •Develop staff skills and competencies to ensure effective succession planning is in place•Ensure that all operational issues (IT, Capability Development, WFM, MIS,HR etc.) are managed effectively and escalated appropriately

• Set up retentions business unit• Responsible for the performance, profit and loss, compliance and people management of the unit• Strategic planning and implementation of retention strategies• Experience of project management • Market/product knowledge and analysis of competitors• Maximising profits through the effective use of business KPI’s and performance management process• Ensuring targets are achieved whilst maintaining a high quality of service• Devising unique strategies and techniques to achieve targets• Retentions training and coaching of new staff• Mentoring• Team building• Undertaking staff performance reviews• Client Services training and coaching of new staff• Creation of incentive structures• Analysis of call flows and volumes for optimum staff requirements and service levels

• Developing and supporting a cross functional culture of continuous improvement• Training and leading a large team, providing discipline and feedback• Training of business partners• Scheduling workload to meet priorities and targets• Data analysis• Responsible for achieving all performance related targets• Recruitment and mentoring of new staff• Ensuring that best practice is followed in legality and quality of service• Undertaking staff performance reviews• Management of cost centre and expense analysis• Ensuring targets are achieved whilst maintaining a high quality of service• Ability to build relationships with customers, agents and joint venture partners• Market/product knowledge of competitors• MIS analysis and reports• Undertaking staff performance reviews

• Training programme analysis• Tracking learner performance and integration into sales environment• Placement of staff into correct sales environment to reduce drop out rate• Analysis of staff turnover in all departments• Recommendations on improvements of the training programme

• Managing and motivation of team• Strategic planning and implementation of sales strategies to achieve targets• Revisiting sales processes• Ensuring targets are achieved whilst maintaining a high quality of service• Sales training and coaching of staff• Recruitment a mentoring of staff• Identifying and proactively resolving problem areas• Developing positive direct relationships with broker partners• Maintaining excellent relationships with clients and agents • Ability to influence cross-functional teams without formal authority• Developing and supporting a cross functional culture of continuous improvement• Undertaking staff performance reviews