Job Description

The Senior Mortgage Service Manager role is responsible for the Mortgage Servicing and Choices functions based in OSBI, overseeing back office processing and Customer/ Broker Support (voice/ secure messages/emails) activities for respective functions.
The role involves staff performance management and development of direct reports with overall responsibility of c75FTE, ensuring teams are managing accounts and customer/Broker requests within agreed policy, procedures, mandates and service levels. This role will also be responsible to initiate, drive, monitor and deliver ongoing projects/ transformation initiatives/ changes to enhance the technology, systems and processes currently in use within the Mortgage business. The role requires working collaboratively with key stake holders across multiple disciplines to design, execute, and lead teams through organizational change efforts of varying size and complexity. Responsibilities

• Ensure that the OSBI Mortgage Servicing and Choices teams provide a consistently high quality of customer service to both external and internal customers.
• Ensure that all processes and procedures across the function are dealt with promptly, efficiently and in accordance with agreed service standards and expectations.
• Responsibility to ensure that work volumes are reported accurately and efficiently, ensuring they are being processed within agreed SLA’s and correctly resourced.
• Conduct root cause analysis, adopting an approach to continually look for best in class processing standards, procedures and on-going improvement.
• Ensuring the teams procedures are documented, up to date and approved
• Working with the quality team to ensure a robust quality framework is in place and procedures are aligned to business policies
• Management and development of all staff in line with agreed training and competencies standards, including all aspects of performance management, coaching, conduct, sickness management, appraisals, employee administration etc.
• Contribute to the delivery of agreed business objectives ensuring aligned prioritisation of work focus and team objectives.
• Ensure teams are working within agreed budget plans
• Design, propose and execute corrective actions/ remedial approaches , ensuring teams reports, correct and close and risk event or process gaps in a timely manner.
• 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. Documenting business cases and proposals with cost and process benefits for Management approval.
• Make business decisions on Mortgage Servicing activity are conducted in line with business and financial mandate.
• Ensure timely reporting and identification of issues and take lead on issue management, ensuring root cause analysis is established; corrective actions are identified and tracked through to closure.
• Take responsibility for ensuring agreed NPS (Net Promotor Scores) & CSAT (Customer Satisfaction Scores) scores are achieved, specifically looking at areas of improvement around customer contact points and complaints received for their area of responsibility.
• Assist with delivery of key business projects and change in line with approved framework, work schedule and operating standards.
• Ensure efficiency tools are in place to monitor resourcing requirements ensuring adequate staffing cover and staff capabilities/competencies are regularly reviewed and were required mitigation plans delivered. Regular reviews of Capacity plan and volumes forecast are completed and when additional resources are required, presenting business case and obtaining relevant approvals in a timely manner.
• Attend key management working groups and meetings, and where required chair meetings or provide departmental updates, ensuring assigned actions are completed in a timely manner.
• Sign off on key documentation such as process manuals, policies, business requirements, functional design, testing approach/summary and deployment of change into live.
• Engage with internal and external auditors and support the audit activities
• Ensure full compliance to the ISO 27001 Certification Requirements
• Regular and accurate production of key management information and reporting for area of responsibility.
• Deputise and support Group Head of’s/Head of Lending when required
• Line manage and coach all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment
• Maintain Group’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
• As nominated Risk Champion for your function, work alongside the Risk/ control functions in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function

• Graduate/Post Graduate degree in any discipline is essential
• Post Graduate degree is essential

• 12+ years of experience working within a Financial Services organisation is essential.
• 3+ years of previous experience working as a Senior Manager within an Operational function
• 7+ years of previous experience in line management and supervisory roles, including direct involvement in managing performance and staff development is essential.

• Robust knowledge of mortgage products and the associated servicing processes is essential.
• Working knowledge of the GDPR, Anti-Money Laundering, MCOBS and MMR is essential.
• Intermediate knowledge of Microsoft Word, Power Point & Excel is essential