Mortgage Arrears & Servicing Manager
Epsom, Surrey
£dependent on experience
3 days min office hybrid
Introductions
Our client, a customer focused, financial services business are expanding their operations team and this role leads their Central Mortgage Operations, a total of 19 including Team Leader.
You will be responsible for the management and development of their complex in-life mortgage operations, including all mortgage customer relationships, vulnerable customer and complaints teams. These teams cover all of their mortgage customers up to maturity so incl. arrears & forbearance, repossessions, lifetime mortgage book customer contact and run-off, deceased customers, statements, FSCS single customer view, vulnerable customers, complaints and relevant regulatory reporting.
Key responsibilities of the role:
- Leading the teams managing the day-to-day operations.
- Providing leadership in developing, streamlining and automating internal processes to better focus resources on achieving good customer interactions and outcomes alongside corporate strategy objectives.
- Driving improvement in incisive MI to allow insight into current and emerging issues (operational and customer related).
- Ensuring that processes and activities are properly planned for and executed with adequate resources including liaising with other relevant parts of the business.
- Ensuring there are robust policies in place which meet all business and regulatory requirements and that these are effectively deployed through their processes and everyday operations with effective controls.
- Taking responsibility for ensuring that all customer communications sent by the team are accurate, customer friendly and comply with all regulatory requirements.
- Liaising effectively with other teams in the mortgage process to ensure that the service we give customers is smooth and consistent.
- Ensuring that all team members receive the necessary training and development.
Key skills & experiences required for the Head of Mortgage Operations
- Strong leadership and team management skills gained within a mortgage operations environment, with a focus on arrears management
- Excellent interpersonal skills, able to liaise internally/externally at all levels.
- Excellent attention to detail and a problem solver who seeks resolutions.
- A proactive mindset, with the ability to identify process improvements and drive change
This role is based in South West London and you will be required to travel to the office a minimum of 3 days a week, but with flexibility to work from home when appropriate. Salary is dependent on experience and benefits include up to 16% pension contributions, medical cover and performance related bonus.
