Mortgage Forbearance Manager (FTC)

At Target Group, we\’re not just about deadlines and deliverables; we\’re about making a real impact in the Financial Services and Technology sectors. We thrive on innovation and the ability to adapt, and we currently have a unique opportunity within our Operations Team for a Mortgage Forbearance Manager who shares our passion for progress.

The successful candidate will lead and develop a newly created Mortgage Forbearance team in delivering compliant, customer-focused arrears and forbearance solutions across first charge, second charge, and buy-to-let mortgage portfolios. The role is also responsible for enabling team readiness through the design and implementation of training, policy, process, and oversight frameworks that support operational excellence and regulatory compliance.

Please note, this is an initial FTC until the end of 2025, potentially moving to permanent in the New Year. The successful candidate will be required to be in our Cardiff office at least 3 times per week.

What does the role of Mortgage Forbearance Manager look like day to day?

• Initially, you will design and deliver training programmes to upskill team members on regulatory changes, systems, and best practices.

• Lead the development and continuous improvement of forbearance-related policies, procedures, and workflows.

• Collaborate with Compliance, Legal, and Risk teams to ensure operational alignment with regulatory expectations.

• Set clear performance expectations and monitor individual and team KPIs.
• Provide structured feedback and coaching based on oversight findings to drive continuous improvement.
• Foster a culture of accountability, continuous improvement, and customer-centricity
• Oversee the day-to-day management of complex arrears and forbearance cases, ensuring adherence to FCA regulations and internal policies.
• Act as an escalation point for complex or sensitive cases, including those involving litigation or vulnerable customers.
• Ensure accurate and timely case documentation and audit readiness.
• Conduct regular quality assurance reviews and case audits to ensure consistency, compliance, and fair customer outcomes.
• Identify trends, risks, and opportunities through oversight of case handling and team performance.
• Support internal and external audits, regulatory reviews, and governance reporting by ensuring robust documentation and process transparency.

What experience are we looking for?

• Minimum 7 years’ experience in mortgage arrears management, with 3+ years in a leadership or managerial role
• Proven experience across first charge, second charge, and/or buy-to-let mortgage products
• Strong knowledge of FCA regulations, including MCOB, CONC, and vulnerability guidance
• Demonstrated ability to lead high-performing teams in a regulated environment
• Experience in designing and implementing training, policy, and process frameworks
• Proficient in performance monitoring and quality assurance practices

• Experience managing litigation processes and pre-repossession protocols (desirable)

• CeMAP or equivalent mortgage qualification (desirable)

• Experience working with cross-functional teams (e.g., Risk, Compliance, Legal) (desirable)

The successful candidate will ideally be:

• An effective leader who inspires and motivates teams to achieve high standards and continuous improvement
• A strategic thinker who aligns team objectives with broader business goals and regulatory expectations
• Able to drive efficiency and quality through process design and performance oversight
• Analytical, identifying trends and risks through oversight and quality assurance activities
• An effective communicator who articulates complex information clearly to diverse audiences, including senior stakeholders
• Confident in leading teams through change with clarity, empathy, and structure
• Champions fair outcomes and supports vulnerable customers through effective oversight
• An advocate for strong collaboration, building strong relationships across departments to deliver joined-up solutions

• A competitive salary of up to £55,000 per annum, depending on experience
• An attractive commission scheme when achieving sales targets and new revenue growth
• 30 days holiday PLUS bank holidays (That\’s right! 30 days from Day 1)
• At least two days per year to give back to our community through our volunteering initiative
• Defined Pension Contribution Scheme (Employer matched up to 6%) with the option to contribute via Salary Exchange (Salary Sacrifice)
• Employee Discount Scheme, access to discounts and offers across 100s of leading retailers.
• Company Paid Private Medical Insurance (benefit in kind)
• Group Life Assurance (4x Annual Salary)
• Group Income Protection
• Annual Pay Review
• Discretionary Annual Bonus Scheme
• Help@Hand – Confidential access to health and wellbeing support to include Employee Assistance Program
• Free Flu Vaccinations, Eye Tests and employer contribution towards glasses
• Recognition Scheme
• Free Mortgage Advice and Support
• Funeral Concierge and Bereavement Services
• 24/7 access to a GP
• Discounted health club memberships
• Salary Sacrifice Technology Buying Scheme
• Access to Wisdom, total wellbeing solution

We wholeheartedly believe in fostering a diverse and inclusive culture by actively implementing our D&I strategy, building strong community ties, and empowering our people and leaders.

Join us and shape your future!

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