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Are you an experienced, mortgage servicing professional, seeking a new challenge where you can really shape the customer experience, overseeing the performance of their business from post offer to redemption. Our client, a niche mortgage lender is seeking a Head of Servicing to join their team. The role will include oversight of their completions process and primary servicing, along with vendor management; specifically researching, implementing and maintaining relationships with outsourced servicing providers.
This role is supported by the Mortgage Servicing Manager and their team, overseeing the activity completed in house, as well as managing their key service providers which include solicitors, specialist mortgage servicing providers and asset managers.
Key duties of the Head of Servicing will include:
- Working with the Mortgage Servicing Manager, design and implement best in class operational processes which deliver excellent and efficient customer service whilst placing the needs of the customer at the centre of everything we do.
- Ensure seamless hand off between in-house teams and external parties.
- For processes managed by our inhouse team, ensure that processes are documented and supported by systems and process, KPIs and SLAs are established, and effective QA is in place.
- Ensure resourcing is appropriate for the activity undertaken and develop a resourcing model to ensure resourcing remains appropriate for forecast volumes.
- Work closely with internal teams (e.g., credit risk, operations, compliance, people, change) to control can be demonstrated and that there is continuous improvement.
- Foster collaborative partnerships to enhance service delivery, with suitable mandated authority, and business growth.
- Oversee vendor reporting to ensure accurate and timely delivery of required data.
The successful candidate will possess:
- Previous experience within mortgage operations, specifically primary and special servicing ideally.
- Previous experience of researching, implementing and maintaining third party suppliers.
Due to the nature of the role, they do require this role holder to be office based 3 days per week and can work at either their London or Glasgow office. Our client offers a fantastic package, which includes holiday, health cash plans, growth shares, and more! They offer a supportive and collaborative working environment, and vast opportunities for growth and development.
