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Mortgage Operations Team Manager

Stellar Select
Closing date
7 Jul 2022

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Contract Type
Full Time
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Job Title: Mortgage Operations Team Manager

Location: Uxbridge with the option of home working 3 days a week

Salary: Up to circa £42,000


25 days holiday plus public holidays
PMI with AXA
Salary Sacrifice Pension matched up to 8%
Buy and sell holiday up to 5 days per year
Season tickets Loans
Cycle to work scheme
Discounts on local shops
Enhanced maternity and Paternity
Wellbeing days
Volunteering days
Free Hot Drinks
Eye care vouchers
Relaxed dress code
Discounted Gourmet Society Taste Cards
Discounted RAC vehicle breakdown cover
Discounted Gym Membership
Life AssuranceAbout the role of Mortgage Operations Team Manager

Our client is a leading mortgage and loan servicing business and have a vacancy for a Mortgage Operations Team Manager to leave a team of 7 ensuring the primary servicing team, servicing existing mortgage customers queries performance goals at met and they team, is effectively managed.

This role will include the team and individual que performance, call handling performance, people management, mandated decision making, complaint handling and project work

Responsibilities and experience required for the role of Mortgage Operations Team Manager

Build and deliver the team plan to manage all queues within SLA goal
Deliver the inbound call handling SLA by planning agent cover effectively and by monitoring Specialist activity
To work the Manager queue within context of mandate, ensuring items stay within SLA
Manage the relationship with Client, representing the business appropriately through accurate timely reporting and Governance (if applicable)
Take responsibility for resolving complaints as per the Complaints process
Comply with monthly QA, Oversight and End to End reporting
Establish and maintain appropriate internal control safeguards
Ensure Call Observations and 1:1s are delivered for each agent monthly
To ensure that procedure documents are reviewed within schedule
Recruit, train, coach and develop the team as needed
Deliver own and team annual objectives
Interact with other managers to provide project management expertise to deliver change
Consider TCF and outcomes in all aspects of strategic planning
Build and maintain strategic relationships throughout the business and with third partiesExperience required for the position of Mortgage Operations Team Manager

Experience in of working for a financial services business is essential
Proven people management experience is essential
Knowledge/Experience is highly desirable but not essential
Detail orientated and be able to use data effectively
Good knowledge of Microsoft OfficeFor more information regarding the role of Mortgage Operations Team Manager please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days
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