Mars Capital - Senior Contact Centre Manager

Mars Capital Finance Ireland DAC (“Mars Capital”) is part of Arrow Global Group Limited, which is one of Europe’s leading integrated asset managers with €70bn Assets Under Management (“AUM”) and 2,000 employees across five jurisdictions. 

Mars Capital was established in 2015 and is a Regulated Credit Servicing Firm, authorised by the by the Central Bank of Ireland and located in Dublin 2. Mars Capital has the capacity and regulatory authority to service loans secured against properties and has €8bn AUM, experiencing significant growth in recent years. We provide services that span the full lifecycle of a loan post origination, from drawdown through to loan administration, asset management, enforcement as well as syndication, securitisation, and standby servicing.  

We value our relationship with our clients and believe that our deployment of dedicated, Dublin-based project and asset management teams give us a competitive advantage over other competitors who operate a shared services model across their portfolios. Placing the customer first in a simple and efficient manner in line with our regulatory obligation is our number one priority. 

Our local strategic ambition is to provide value accretive services to institutional clients, while building better financial futures for our customers, clients, communities and colleagues. 

Our Culture and Way of Working 

We’re entrepreneurial, fast-paced and decisive, working together safely and supportively. We trust our colleagues to make the right decisions and are brave enough to acknowledge mistakes and to learn from them. Celebrating success, we reward those who help us to achieve exceptional long-term results.  

We’re inclusive and encourage our colleagues to be themselves. Our culture supports the difference that makes each of us unique.  We’re open and eager to embrace new ways of working and have a diverse community, enriched by our local identities that works collaboratively to build a unified and dynamic organisation. 

We believe that a supported flexible working approach helps us to retain valued colleagues, enhance wellbeing, increase motivation and encourage a healthy work/life balance.  If you’re interviewed, ask about the flexibility involved in this role.  

Our Values 

Our stakeholders expect us to act in an ethical and responsible way and this is at the heart of how we conduct our business. Our values support this philosophy, and we seek out and reward behaviours that will make us more sustainable, responsible and successful. Our values are- we succeed together; we do the right thing; we’re trusted and valued; and we’re brave and creative. You’ll hear more about these throughout the interview process.  

Our STAR Awards provide a fantastic platform to send a special thank you to a colleague who may have gone above and beyond to help you and the business succeed, or someone who has been brave and creative with their own approach to how they work. Values orientated, our Recognition Scheme plays a pivotal role in aligning and celebrating our culture, and simply wouldn’t exist without colleague participation and input. 

Our Environmental, Social and Governance (“ESG”) Commitment 

We’re committed to investing responsibly and supporting our local communities and charitable organisations.  Every colleague is encouraged to take a paid day each calendar year to volunteer for our nominated charities. Internally we are very proud of our four colleague-led engagement groups, who run events/initiatives, that promote our culture and values which is a key part of the life blood of this business.  

The Role - How You’ll Make an Impact

  • Fully accountable for the delivery of SLAs/ KPIs for the team
  • Provide structure, guidance, and direction to the team
  • Manage, develop, and motivate the team to drive performance and quality standards
  • Effectively manage all internal and external stakeholders
  • Actively promote risk culture, leading by example and setting a “tone from the top” that reinforces and enhances the risk and control environment.
  • Foster strong / effective governance structures in the team and with the client and other stakeholders
  • Fully accountable for the delivery of regulatory and mandatory standards in compliance with company processes and procedures
  • Develop and deliver continuous improvement initiatives
  • Collaborate with all areas of the business to support the needs of the team/department and to achieve strategic outcomes
  • Observe and monitor changes in the working environment and the ability to alter planned actions or approach in order to adapt to a new situation
  • Ensure that the customer is a key consideration in the course of strategic decisions, objective-setting and business plans, demonstrating understanding of Mars Capital’s risk appetite and conduct risk policies throughout.
  • Ensure own assigned incidents, incident actions and Risk Forum / Risk Committee actions are managed effectively, ensuring closure within agreed timelines as well as those within your team.


  • Strong leadership and motivation skills
  • Excellent written and verbal communication skills
  • Excellent organisational and prioritisation skills to manage workloads and ensure SLAs/KPIs delivery in a fast-paced environment
  • Strong negotiation and financial-analysis skills
  • Skilled in credit analysis and associated loan documentation, coupled with a strong background in managing complex problem cases
  • Able to audit within a secure delegated authority framework
  • Excellent knowledge of Microsoft Office applications and ability to use MI to analyse trends and performance
  • Experience working in an environment built around Customer Focus and Risk Management of vulnerable customers.
  • Experience in managing 3rd party servicers, oversight performance and achievement of key deliverables
  • Mortgage/Legal/ Recoveries/ Business related background and working knowledge of legal framework surrounding recovery workout environment, and regulatory guidelines
  • Proven track record coaching and mentoring people to improve performance
  • Proven track record developing and delivering continuous improvement initiatives
  • Highly motivated with the ability to work on own initiative and bring solutions to problems using new ideas and work methods.
  • Third level qualification in Legal/ Accountancy / Finance or a business-related discipline, or relevant experience related to the position
  • QFA qualified

Central Bank of Ireland (“CBI”) Fitness & Probity Regime 

Some of our roles are Control Functions (“CF”) as defined by the Central Bank Reform Act 2010. If a vacancy is for a CF role, it will be indicated above. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2018 issued by the Central Bank of Ireland.  In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments. 

For further information of if you would like to apply for this role, please contact Tara Doran, Talent Acquisition Partner at or via this link