Investigations & Litigation Department (ILD) Team Manager

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

PRA Group is one of the UK’s largest buyers of debt accounts. As debt solution specialists, we work with our customers to help them resolve their debt in an affordable way that works with their budget.

All PRA employees share a common set of values and commitments that define how we treat each other, our customers, and others. Simply put, they’re the principles that reflect our company’s culture.

We are

• Committed to always doing our best work

• Accountable for our actions

• Respectful in our interactions with each other

• Ethical in every situation

• Successful because we work together as a team

Main Duties and Responsibilities:

An exciting opportunity has arisen within our Core Operations department for a dynamic and people-focused Team Manager to lead one of our Investigations & Litigation teams.

The successful candidate will be an experienced leader preferably with a background as a Paralegal or Solicitor in the field of Consumer Arrears, and they will be responsible for the day to day performance of this team.

• Hold regular, interactive coaching sessions with your team to help them achieve their full potential
• Facilitate monthly 1-2-1s to have honest conversations about performance & set clear expectations
• Motivate, develop and value your team to enable them to succeed in all aspects of their role
• Support, improve and manage performance on an individual and team level
• Follow the performance management, absence, capability and disciplinary policies as required
• Ensure customers are treated fairly and generating good outcomes is at the heart of what we do
• Create a successful ILD culture while delivering strong compliance results
• Deliver on agreed KPIs, including quality, risk, people, efficiency and values
• Analyse team performance data to identify trends and inform coaching focus
• Effectively communicate business updates to your team & check understanding
• Assist team members with any queries, taking escalated interactions where required
• Provide regular updates to Line Manager on impacts to team, customer and business
• Effectively prioritise time to allow completion of all tasks
• Ensure that all internal and external processing volumes & deadlines are managed and achieved, including issuing of claims, document requests, defences and enforcement activity
• Any other reasonable duties as requested by leadership

Experience/Qualifications

Required

• Minimum of 2 years leadership experience in a regulated contact centre environment
• Ability to create new processes which improve effectiveness and cost efficiencies
• Effective leadership, communication and interpersonal skills
• Previous team development, coaching & performance management experience
• Excellent communication and analytical skills
• Advanced PC skills to include: Excel, Word, PowerPoint and Outlook

Preferred

• Qualified Solicitor/CILEx with 3 years PQE of pre-issue civil litigation work
• Proven track record of resolving issues without the need for legal action
• Extensive knowledge of civil litigation procedures including the various Pre-Action Protocols

Benefits:

• Discretionary performance bonus (paid yearly)
• Hybrid working (3 days in office/2 days from home) after 3 months
• Paid holidays increasing with length of service, starting at 28 days per year
• Free education available! Includes: LinkedIn Learning, Modern Apprenticeships & e-Learning library
• Holiday Purchase Programme
• Private healthcare cash plan, with money back on everyday healthcare like: optical, dental & physio
• Employee Assistance Programme (EAP) provided by AXA PPP Healthcare
• Cycle to Work Scheme
• Childcare Vouchers
• Immediate access to our fantastic discounts on: retail, travel, insurance, leisure and so much more!

Compliance Responsibilities

• Embed the Group’s Values and Group Code of Conduct to ensure adherence with the highest standards of ethics
• Understanding of and responsibility for ensuring:
• adherence to company compliance policies, including management of risks
• compliance with applicable laws and regulations
• Completion of mandatory training to avoid adverse effect on the business, interests or reputation of any Group Company , eg:
• those governing securities activities
• company law, anti-money laundering, terrorist financing and sanctions
• the Group’s policies and procedures
• the Group Code of Conduct
• Effectively and collaboratively identify, escalate, mitigate and resolve risk and compliance issues

PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection process. Shortlisting, interviewing and selection is carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership. Those with disabilities meeting the minimum requirements for the post will be shortlisted and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.