Team Manager Frontline (Digital) in Kilmarnock

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 people-focused, target-orientated Team Manager. The successful candidate will be responsible for leading and supporting a team of frontline colleagues who deliver good customer outcomes and strong collections performance.
• Deputise for Operations Manager and contribute to Core Operations Leadership Team direction
• 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 collections 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 frontline colleagues & check understanding
• Assist team members with any queries, taking escalated interactions where required
• Provide regular updates to operations managers on impacts to team, customer and business
• Appropriately address and document conduct concerns
• Effectively prioritise time to allow completion of all tasks
• Document accurate reflections of conversations with team members
• Any other reasonable duties as requested by leadership

Experience/Qualifications:

• Proven success in a contact centre Team Manager role (ideally in financial services or similar)
• Effective leadership, communication and interpersonal skills
• Previous team development/coaching experience
• Advanced PC skills to include: Excel, Word, PowerPoint and Outlook

Leadership and Engagement:

• Drive and lead a high performing team, adding value to the business, ensuring to seek advice on people and performance matters where appropriate.
• Attract, engage and retain a high caliber team. Develop the ability of the team to perform and contribute to the organisation by providing ongoing feedback and by providing opportunities to learn.
• Embed and develop a high performance culture with specific focus on capability, effectiveness and delivery against the team and overall business objectives.
• Lead by example being an advocate for the PRA culture and values, using effective leadership, coaching and engagement to lead and drive the team to success.

Compliance Responsibilities:

• All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including:
• Taking accountability for their own actions, decisions, and professional conduct.
• Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
• Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
• Monitor for and promptly escalate any actual or suspected non-compliance with policy, regulation, or breach of local legislation.
• Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
• Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
• Co-operating fully with internal reviews, audits, or regulatory investigations if required.
• All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.
• Champion a workplace culture that upholds compliance, integrity, and accountability within their own team and throughout PRA Group.
• Ensure that staff understand and adhere to relevant regulatory requirements and internal policies and contribute to the active management of risks.
• Monitor team activity for compliance with procedures and elevate any actual or potential compliance issues promptly.
• Support the delivery and monitoring of compliance-related controls, such as quality assurance, file reviews, or exception reporting.
• Ensure timely completion of training by team members and address any gaps in understanding, behaviour or competence.
• Actively engage with internal compliance, risk, and audit teams to support regulatory compliance, effective issue resolution and promote good management of risks.