Job Description

As a TBDM Sales Manager you will be responsible for the management of a team of internal telephone-based Business Development Managers ensuring they are actively engaged in proactive outbound sales activity daily to our broker partners across the clubs and network channels, achieving their daily activity KPI’s and sales targets. This will include working with the Head of Intermediary Sale & Distribution s to determine calling strategy and plans for the team ongoing to ensure focus on the business requirements.

In addition, you will be responsible for managing a team of Telephone Account Managers supporting our broker partners across all term lending products, following up club and network broker leads to pass into the relevant TBDM teams as well as assisting with broker onboarding, broker portal queries and follow up of live cases with intermediary partners.

Key Accountabilities

To support and develop relationships with introducers to residential mortgage division (specifically mortgage introducers, clubs, networks and packagers) to support delivery of new business targets and customer service SLA’s.

  • Speaking to our introducers and handling new business enquiries, including criteria and case submission queries.
  • Assisting broker partners with any aspect of broker registration, case submission requirements and support/guidance on using our broker portal.
  • Assisting the TBDM team in dealing with enquiries and case management including coaching and support towards delivery of sales targets.
  • Handling case referrals where enquiries sit outside of standard criteria and being a point of approval for accepting exceptions.
  • Monitoring the outbound activity of the TBDM team to ensure delivery of KPI’s and business targets.
  • Monitoring and tracking case pipeline and following up with brokers where appropriate.
  • Ensuring that any reports/CRM system is kept up to date, accurately recording the discussions/activities in Hubspot and Fusion.
  • Support with general areas such as criteria updates, sourcing system maintenance and broker databases e.g. marketing list.
  • Identify sales opportunities for referral to an appropriate sales team member as appropriate.
  • Active management of cases in CRM to ensure pipeline is kept up to date and accurate.
  • Producing ad-hoc MI as and when required.
  • Management of broker support assistants and TBDM’s to ensure delivery of KPI’s, SLA’s and business targets.
  • Support the needs of the business as required.
  • Ensure up to date knowledge of competition (e.g., competitors, criteria, etc).
  • Ensure up to date knowledge of product and criteria which is essential to the role.
  • Knowledge of market and competitive environment to identify sales opportunities and USP’s for our products.
  • Ensure knowledge of wider Group products and criteria to identify opportunities for cross product sales.

This list is not exhaustive and the duties are liable to change from time to time in line with the needs of the business.

        Skills & Competencies

        • Demonstrate an in-depth understanding of lending policy, criteria, and products across both residential mortgages and second charges.
        • Develop the sales team to deliver training on our products, criteria and packaging requirements to new brokers and their teams tailored to the audience.
        • Demonstrate a detailed understanding of competitor products and criteria feeding relevant information into the product development team.
        • Demonstrate a detailed understanding maintained in a CPD log of the general market as applicable/where enables and/or impacts sales e.g. Market Size, understanding of target market, first time buyer home purchase schemes, shared ownership, right to buy, drivers for market growth, current mortgage market trends/news, product transfer market, market processes such as conveyancing etc, cost of living etc).
        • Delivery of ongoing training, coaching and development of direct reports complying with our T & C scheme to ensure they can demonstrate key competencies evidenced via training plans and documented performance reviews at agreed regular intervals.
        • Ensure knowledge of wider Group products and criteria to identify opportunities for cross product sales.
        • Ability to produce compliant training materials to support a consistent and structured approach to broker training.

          Knowledge & Qualifications

            • Previous experience of managing a team to achieve KPI’s and SLA’s would be desirable.

            • Previous experience of building relationships or supporting clients over the telephone would be highly desirable.

                Personal Attributes

                • Robust and comfortable working under pressure.

                • Personnel management.
                • Ability to motivate others to achieve targets and goals.
                • Excellent communication skills.
                • Resilient and flexible.
                • Team Player.
                • Approachable and self- motivated.
                • Proactive and able to identify and highlight areas of opportunity or improvement and advise on actions required.
                • Ability to meet and exceed targets.

                Company Values - CREDIT

                C

                Customer - Customers are our primary focus

                R

                Results - Results matter, create value every day

                E

                Energy is contagious, Share it!

                D

                Developing our people makes us different

                I

                Invent the solution - be proactive

                T

                Teamwork - Together we can build the business

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