Mortgage Servicing Operations Manager

Atlas Recruitment Group
16 May 2018
24 May 2018
Contract Type
Full Time
Job Description

We are currently recruiting for a fantastic financial services organisation that are seeking to recruit an individual with effective operational management skills to join their business as a Mortgage Servicing Operations Manager.

The role will require you to be responsible for all first charge Mortgage Completion & Servicing activities, overseeing processing activity from offer and completion through to redemption & account closure, ensuring that all regulatory, service and quality standards are consistently achieved across multi sites in the UK and abroad. 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 international travel to the back-office processing team.

Duties will include:

  • Ensure the Completion teams & Mortgage Servicing Team provides a consistently high quality of customer service
  • Ensure that all processes and procedures across the different brands relating to Completions & Mortgage Servicing activity are dealt with promptly and efficiently
  • Support the Head of Servicing to ensure approved procedures are in place and all staff are aware of the end to end processes
  • Approve all customer communication to ensure it is effective and represents a good customer service
  • Management and reporting of SLA and KPI activity to Senior Management
  • Be responsible for the management and implementation of a robust quality framework
  • Conduct end-to-end reviews of process activity
  • 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 the Completions teams 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
  • Ensure all departmental risks and issues are reported and tracked
  • Assist with the prioritisation of system changes and ensure successful implementation into the teams
  • Ensure effective tools are in place to monitor resourcing requirements
  • Attend key management working groups and meetings as subject matter expert
  • Take the lead on key business projects/change initiatives
  • Sign off on key documentation such as business requirements, functional design, testing approach/summary and deployment of change into live
  • Support the Head of Servicing to monitor and track approved financial budgets and make recommendations for changes to plans
  • Line manage and coach all direct reports

Key skills:

  • Previous experience of direct management of operational teams supporting the mortgage product life cycle from completion to closure is a distinct advantage
  • Previous experience working within the Financial Services Industry is essential
  • Previous experience of Operations Management is essential
  • Previous experience undertaking a mortgage underwriting position is desirable
  • 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

Apply now for this excellent opportunity.

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