Job Title: Customer Care and Collections Back Office Manager 
 
Department: Operations   
Location: Tbilisi Branch office 
Reports To: Chief of Operations   
Job Type: Full-time 
Language: Georgian, mother tongue 
English spoken and written fluently is a must 
 
Job Summary: 
The Customer Care and Collections Back Office Manager will lead a dedicated team responsible for supporting the frontline customer care and collections operations back-office of a UK-based lender and the underwriting team, in total 25 agents. This role involves overseeing the processing and management of customer accounts, ensuring compliance with regulatory standards, and delivering excellent customer service. The manager will work closely with the Chief of Operations to optimize back-office processes, enhance efficiency, and support the overall strategy of the organization. 

Key Responsibilities: 
Team Leadership and Management: 

• Lead, mentor, and develop a team of back-office professionals focused on customer care, collections and underwriting. 
• Ensure the teams are well-trained, motivated, and equipped to meet performance targets. 
• Conduct regular performance reviews, QA and provide feedback to staff. 

Operational Oversight: 

• Oversee daily operations of the back-office functions, ensuring timely and accurate processing of customer accounts and transactions. 
• Manage workflows to ensure efficient handling of customer queries, payments, and account updates. 
• Implement, monitor and meet KPIs to track and improve team performance. 

Regulatory Compliance: 

• Ensure all back-office processes adhere to FCA (UK Financial Conduct Authority) regulations and other relevant legal requirements (no previous experience required here). 
• Work closely with compliance and risk teams to ensure the business operates within the regulatory framework. 
• Conduct regular audits and reviews of processes to ensure ongoing compliance. 

Process Improvement: 

• Identify and implement process improvements to enhance efficiency, reduce errors, and improve the customer experience. 
• Collaborate with IT and other departments to streamline back-office systems and workflows. 
• Lead initiatives to digitize and automate manual processes where applicable. 

Stakeholder Management: 

• Collaborate with internal stakeholders, including the legal, compliance, IT, and finance teams, to ensure alignment on operational goals. 
• Represent the back-office team in cross-functional meetings and projects. 
• Maintain strong relationships with external partners and vendors as needed. 

 
Qualifications: 

• Excellent leadership and team management skills, with the ability to motivate and develop staff. 
• Fast-learning capabilities to master relevant software and systems used in back-office operations. 
• Excellent communication and interpersonal skills, with the ability to liaise effectively with stakeholders at all levels. 
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities. 
• Proven experience in a similar role within the financial services or lending industry, with a focus on customer care and collections (advantage). 
• Strong knowledge of FCA regulations and compliance requirements for UK lenders (advantage).