Mortgage Service Delivery Manager

LoveWorkLife Limited
Chatham, Kent
£40000 - £50000/annum + Benefits
20 May 2017
19 Jun 2017
Contract Type
Full Time
Our client, a leading 'Challenger Bank' is seeking a Mortgage Service Delivery Manager to join their growth story. The Mortgage Service Delivery Manager will be directly responsible for 3 teams (2 Completions and 1 Mortage Servicing), across multiple sites.

The role will report directly into the Head of Servicing with a key part of the role being line management, performance management and development of team members within the Completion & Mortgage Servicing teams. The role will involve frequent travel to the bank’s subsidiaries, including the back office processing team in India.

Core Responsibilities

Ensure the Completion teams & Mortgage Servicing Team provides a consistently high quality of customer service to both external and internal customers.
Ensure that all processes and procedures across the different brands relating to Completions & Mortgage Servicing activity are dealt with promptly and efficiently and in accordance with agreed service standards and expectations.
Management and reporting of SLA and KPI activity to Senior Management, ensuring that work volumes are reported accurately and efficiently, ensuring they are being processed within agreed SLA’s and the teams are correctly resourced.
Conduct end-to-end reviews of process activity to ensure processes performed by the teams are effective, compliant and in line with regulatory and business policies. Identify areas of opportunity and process improvements.
Make business decisions on Completion and Mortgage Servicing activity in line with business and financial mandate.
Remote management of 2 Completions teams and one Mortgage Servicing team who work over multi-sites.
Ensure timely reporting and identification of issues and take the lead on issue management ensuring root cause analysis is established; corrective actions are identified and tracked through to closure.
Assist with the prioritisation of system changes and ensure successful implementation into the teams.
Take the lead on key business projects/change initiatives to establish self as a key subject matter expert across Mortgage processes and systems used.
Experience Requirements

3 years previous experience of direct management of operational teams supporting the mortgage product life cycle from completion to closure is essential
3 years previous experience working within the Financial Services Industry is essential
3 years previous experience of Operations Management is essential
12m previous experience undertaking a mortgage underwriting position is desirable.
Knowledge Requirements

Robust knowledge of mortgage products and the associated servicing processes is essential.
Robust knowledge and understanding of core Mortgage Servicing systems i.e. DPR, Phoebus and Bastion is essential.
Working knowledge of the Data Protection Act, Anti-Money Laundering, MCOBS and MMR is essential.
Intermediate knowledge of Microsoft Word, Power Point & Excel is essential
Working knowledge of the SMR regime is essential
Required Qualifications/Certifications

GSCE/GCE qualifications in both maths and English are essential
Degree or professional qualification relating to Financial Services or Management is desirable