Job Description

Key Accountabilities

  • Create and foster a high performing culture, delivering a high-quality service experience that treats customers fairly.
  • Manage and develop the Special Servicing Team to successfully and efficiently case manage loans through the defined processes.
  • Lead and manage any Operational Projects to their successful implementation as well as ensuring continuous improvements are made to existing policies & processes.
  • Ensure Compliance and Operational Risks are well understood, documented, and controlled across the Special Servicing Team.
  • Ensure sufficient Management Information is available, accurate and able to track and monitor trading & operational performance.
  • Manage resources effectively through recruitment, training, performance management and budgeting to ensure the teams are appropriately always staffed to deliver against SLAs.
  • Implement required training and ensure adequate records of staff training and competence are maintained.
  • Carry out all statutory and regulatory responsibilities inherent in the role and ensure these are met in all areas of operational responsibility.
  • Establish and maintain strong relationships with third party suppliers ensuring SLAs and KPIs are adhered to.
  • Ensure arrears and default rates are maintained in line with business goals.
  • Displays extensive working knowledge of industry standards and practices.
  • Ensures Audit and QA being completed with feedback being delivered and any patterns being identified/resolved.

This list is not exhaustive and the duties are liable to change from time to time in line with the needs of the department.

      Skills & Competencies

      • Team player.
      • Problem solver.
      • Approachable.
      • Comprehensive knowledge of Mortgage and Loan industry and Regulations.
      • Ability to manage a team and report to Senior Management.
      • Strong negotiation skills.
      • Approachable and self- motivated.
      • Proactive.
      • Logical and organised.
      • Self-motivated.

            Knowledge & Qualifications

            • Extensive knowledge of the Primary Servicing Team and its collections activities which include both FCA Regulated and Non-Regulated products. Strong background and experience of successfully running a team to include process design, target operating model, MI, monitoring 3rd party performance, effectively overseeing Risks and Controls and managing operational performance/efficiency through KPIs.

              Personal Attributes

              • Excellent communication, coaching and feedback skills.
              • Resilient and flexible.
              • Team Player.
              • Approachable and self- motivated.
              • Proactive and able to identify and highlight areas of opportunity or improvement and advise on actions required.
              • Ability to analyse and present complex information in a clear, relevant and interesting way.

              Company Values - CREDIT

              C

              Customer - Customers are our primary focus

              R

              Results - Results matter, create value every day

              E

              Energy is contagious, Share it!

              D

              Developing our people makes us different

              I

              Invent the solution - be proactive

              T

              Teamwork - Together we can build the business

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