Head of Servicing
Specialist Mortgages
London – Hybrid
Up to £100,000

The purpose of this role is to lead the team responsible for loan servicing & the management and collection of arrears, managing the needs of the customer base and protecting the Bank by minimising losses and negative impacts on the loan book.

You must have:
• Experience of managing customer service and arrears teams
• Strong understanding of process improvement, business analysis and definition of change requirements
• Good knowledge of the specialist lending market
• Operational risk management knowledge
• Conduct risk & complaint handling experience

Responsibilities:
• Work with the Operations Director to implement and support the agreed business strategy to ensure we meet the business book growth plans
• Lead the servicing team
• To ensure the loan book is tightly managed in key risk activities
• To manage conduct risks that could become relevant during the life of the loan
• To build and deliver MI and reporting on our loan book from a servicing and early arrears perspective
• To own operating procedures for servicing team
• To ensure the team members are driven to meet the divisional SLA targets.
• To proactively manage the performance of the teams and individuals
• To be the customer champion for the division, driving forward process & system changes to continuously improve the customer journey
• To co-ordinate UAT for any changes to servicing systems and processes as required
• To manage key servicing relationships with third parties such as field agents
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Skills and Experience:
• Experienced Manager in the lines of Processing, Servicing and Arrears Collection with experience of specialist mortgages
• Experienced leader of Customer Service Delivery Teams
• CeMap ideal or considerable in job experience of specialist mortgages
• Experience of the change lifecycle, including defining requirements

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