Mortgage Arrears & Servicing Manager

Job details

Posted Wednesday 04 December 2024
Salary £dependent on experience
Location South East
Job type Permanent
Reference 2149
Recruiter Name Sandy Roach
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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.