Income & Processing Manager

In this role you will provide strategic and operational leadership for all income, administrative and processing activities across the Managed Agents function. Lead and develop a high-performing team to maximise income, strengthen financial performance and deliver accurate, efficient and customer-focused services. Ensure robust controls, regulatory compliance and effective risk management are embedded across the function, while using insight, collaboration and continuous improvement to enhance service quality and support the successful delivery of the Managed Agents Strategy

We are looking for someone with:

Experience of leading operational or transactional services against KPIs, service standards and agreed performance targets.

E xperience of leading, managing and motivating teams, including setting clear expectations and effectively managing performance.

Strong customer focus with a proven track record of resolving complex customer and service issues.

Excellent written and verbal communication skills, with the ability to build effective stakeholder relationships and influence and challenge constructively at all levels.

Strong knowledge of IT systems, including experience of using a comprehensive housing management system.

Strong analytical skills with the ability to interpret complex financial and performance information, produce meaningful management information and translate insight into clear actions and recommendations.

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Competitive pay & generous pension

25 days holidays plus bank holidays

Investment in your learning, personal development and technology

A wide range of benefits

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Provide strategic and operational leadership for all income, administrative and processing activities across the Managed Agents function. Lead and develop a high-performing team to maximise income, strengthen financial performance and deliver accurate, efficient and customer-focused services. Ensure robust controls, regulatory compliance and effective risk management are embedded across the function, while using insight, collaboration and continuous improvement to enhance service quality and support the successful delivery of the Managed Agents Strategy

Role Responsibilities

Lead, develop and motivate the Processing Officers to deliver a high quality service by providing clear direction, regularly reviewing work outputs, setting improvement targets and appraising individual performance.

Proactively manage the performance of the Processing Officers by ensuring a quality service is provided, team resources are deployed effectively and standards, targets, key performance indicators and service level agreements are communicated, understood and adhered to by team members, dealing with underperformance appropriately.

Ensure the team are following agreed business processes to effectively support housing processing and income collection, dealing with complex services issues and case resolution when required. Identify opportunities and make recommendations for process improvements.

Work closely with the Income Collection and Housing Services Processing team to share best practice and to ensure alignment of processes and activities.

Co-ordinate, allocate and monitor the provision of all transactional income collection, administrative and processing activities providing a resolution to queries.

Act as the escalation point for any complaints or issues relating to income collection, administration and processing, ensuring promptly resolution and putting in place required improvements.

Ensure effective processes are in place to ensure effective communications and a smooth transition of work between local and central teams.

Lead regular reviews of Managed Agents service provision, using performance data and stakeholder feedback to identify and implement opportunities for continuous improvement

Coordinate income, administrative and processing activities relating to the on-boarding and exit of Managed Agents to the Managed Agent Portfolio. Ensure effective setup of Managed Agents on systems and data integrity.

Drive continuous improvement across the function, using data, customer and stakeholder feedback and operational insight to improve processes, controls, efficiency and service outcomes.

Carry out financial analysis of the Managed Agents Portfolio to understand profitability. Identify improvements, escalating findings to the Managed Agents Team Manager on performance against targets and key performance indicators as appropriate.

Provide a consultative service to management colleagues on complex matters regarding Managed Agent budgets.

Take ownership of the financial performance of income and processing activities within the Managed Agents function, proactively identifying income risks, opportunities and areas for improvement and ensuring appropriate action is taken.

Ensure robust governance, controls and assurance arrangements are embedded across income and processing activities, proactively identifying, managing and escalating financial, operational and compliance risks.

Manage budgets, ensuring effective financial planning and forecasting takes place to deliver the Managed Agents Strategy, ensuring robust controls are in place to monitor spend and produce financial reporting as required.

Manage, coordinate and take part in budget processes within the Managed Agent team which includes coordination and collection of management fees. Identify improvement opportunities and making recommendations for continuous improvement within the team and the broader group

Work collaboratively with third parties to effectively obtain managed agent service charges for budgets in a timely concessive manor ensuring actuate details area recorded and shared with key stakeholders

Monitor, review and report progress to the Manged Agents Team Manager and other governance bodies, on the performance and cost effectiveness of the service, analysing relevant data to identify performance against targets and key performance indicators, escalating findings and recommendations and ensuring appropriate actions are implemented to address under performance.

Work collaboratively with the management team to ensure effective delivery of the wider service.

Manage key relationships with internal and external stakeholders to resolve recurring and emerging issues.

Plan and monitor compliance with regulatory and financial frameworks, escalating risks to service performance and compliance through agreed risk and financial management procedures

Ensure the team provide accurate and timely advice, guidance and support to colleagues and other stakeholders as required, dealing with complex issues and escalated queries to ensure effective resolution.

Other Duties

Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

Demonstrable experience of leading, managing and motivating teams, including setting clear expectations and effectively managing performance.

Strong financial and commercial capability, including budget management, forecasting, financial analysis and performance monitoring within appropriate financial controls.

Experience of identifying and managing operational, financial and compliance risks, with a strong understanding of effective risk management and governance.

Up-to-date knowledge of relevant legislation, regulation and standards relating to social housing.

Demonstrable experience of driving continuous improvement and implementing process and service improvements.

Excellent attention to detail with the ability to manage competing priorities, work under pressure and deliver to deadlines.

Desirable

Experience of working within a housing environment.

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Our Values and Behaviours

Creating an Inclusive Environment