Head of Standby Operations in Cardiff

We are Lenvi and we are passionately committed to becoming the go-to credit and analytics platform in our chosen markets, we will achieve this through unwavering focus on our people, product, and clients. We service a range of clients in the UK, Europe and the United States providing lending platforms and analytics capabilities to both commercial and consumer-focused businesses across a range of asset classes including invoice discounting, retail finance, unsecured lending, SME funding and mortgages.

Our Values Statement

We epitomise the values of being bold, insightful, energetic, and curious. Embracing calculated risks, thinking deeply, bringing enthusiasm, and constantly seeking knowledge. These values fuel our innovative spirit, drive our growth, and enable us to make a positive impact on our stakeholders.

The Role

As the Head of Standby Operations, you will lead our Standby Servicing team, overseeing performance, efficiency, and overall service quality. You’ll ensure strong customer satisfaction while driving operational excellence. We’re looking for a leader with solid operational expertise, strong problem-solving skills, and a commitment to continuous improvement.

• Oversee daily standby servicing operations to ensure efficient, high-quality delivery. Create and refine policies, procedures, and best practices. Track service levels and KPIs to ensure targets are consistently met.
• Lead, mentor, and support a team of standby service professionals. Build a positive, collaborative culture focused on growth and learning. Conduct performance reviews, give clear feedback, and implement training and development plans.
• Develop and execute strategies to boost efficiency, reduce costs, and improve the customer experience. Introduce new technologies and systems to streamline operations. Work with senior leadership to align standby servicing with overall business goals.
• Ensure the team delivers outstanding customer support. Handle escalated issues quickly and effectively. Review customer feedback and drive improvements based on trends and insights.
• Serve as the primary decision-maker during service invocation events, overseeing end-to-end service migration and coordinating cross-functional teams for a smooth transition.
• Manage operational budgets and ensure resources are used efficiently. Monitor costs and find savings without reducing service quality. Maintain proper staffing to meet service demands.
• Ensure operations meet regulatory, policy, and quality standards. Maintain quality assurance processes and conduct regular audits to uphold compliance and service excellence.
• Produce clear performance reports with key metrics and insights. Analyse operational data to identify trends, issues, and opportunities, and provide actionable recommendations to senior leadership.

What we are looking for from you

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Proven experience in an operations management role, preferably within standby servicing or a similar environment.
• Strong leadership and team management skills, with the ability to lead and inspire a diverse team to achieve high performance.
• Ability to develop and execute strategic plans to improve operational efficiency and customer satisfaction.
• Strong commitment to delivering exceptional customer service and support.
• Proficiency in using operational software and management systems, to analyse data, identify trends, and make data-driven decisions.
• Excellent verbal and written communication skills for effective interaction with team members and senior management.
• Problem-Solving - Strong analytical and problem-solving abilities. Proactive approach to identifying issues and implementing effective solutions.
• Flexibility to adapt to changing business needs and operational demands.

What you will get in return

• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers.
• Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%.
• All Employee Long Term Incentive Plan (LTIP) – Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.

Our Diversity Statement

At Lenvi we encourage individuals from all walks of life, without exception, to join our team. We know diversity fuels innovation and creativity, so we welcome applications from anyone, with any background. We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

Our people and platforms connect businesses with markets, engage customers with their investments and allow organisations to grow and transform. Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of people who rely on us for a sustainable future. We provide share registration, deliver services for reward and benefits and develop solutions for customer management in regulated industries. Our work with some of the most significant organisations in the UK and US means we engage with 29 million of their shareholders, pensioners and employees.