Completions Team Manager in Maidenhead

We are looking for an experienced Completions Manager to lead the end to end processing of mortgage applications through to successful completion. You will drive team performance, uphold the highest standards of data and document accuracy, and ensure all financial control, quality, regulatory and responsible lending requirements are consistently met. You will champion customer service excellence, develop your team, and continuously enhance operational efficiency across the department.

Key Responsibilities

• Direction Setting
  • Develop, motivate and upskill the team, ensuring strong succession planning and a culture of quality.
  • Adapt proactively to business change.
  • Maximise operational and cost efficiencies within set budgets.
  • Lead the team to deliver against the published mandate, policies and procedures.
  • Build close working relationships with Underwriting, Credit and Finance to ensure smooth collaboration.
  • Work with the Underwriting team to enhance processes from a service and quality perspective.
• Customer and Relationship Management
  • Monitor the team to ensure consistent delivery of service excellence.
  • Liaise with third party suppliers, valuers and internal or external customers to maintain high service standards.
  • Adhere to service standards in the policy and procedures manual.
  • Act as an escalation point for team leaders and resolve issues appropriately.
  • Ensure all complaints are managed in line with the complaints handling procedures and escalated where required.
• People Management
  • Lead, motivate and manage team performance to meet daily and weekly volume, quality and service targets.
  • Recruit, train, coach and develop team members in line with the resourcing plan.
  • Work collaboratively across the department to achieve overall goals.
  • Maintain appropriate staffing levels and prioritise work to meet targets.
  • Act on feedback from the Service Quality team and implement improvements as required.
• Financial Management
  • Ensure the team operates within the agreed budget and identify cost reduction opportunities.
  • Improve operational processes to increase capacity and quality.
  • Monitor funds approval, authorisation and release processes within mandate.
  • Manage allocation of funding lines as instructed.
• Process Management
  • Manage team performance against targets.
  • Oversee workflow to ensure fair allocation and excellent customer service.
  • Monitor processes to maximise efficiency, conversion and turnaround times.
  • Provide expertise on technical, product, policy, procedural and customer issues.
  • Identify continuous improvement opportunities.
  • Support delivery of system or process enhancements.
  • Ensure all process and procedure manuals remain up to date.
• Quality Management
  • Maintain a risk based QC and QA framework for the completions team.
  • Ensure all completed mortgages are accurately set up with correct data and active direct debits.
  • Represent the department in ratings reviews.
  • Complete all audit actions from QC, QA, compliance or internal audit reviews within agreed timescales.
  • Support on site securitisation reviews.
• Risk and Compliance
  • Maintain adequate controls for authorisation of cases prior to funds release.
  • Deliver responsibilities around Treating Customers Fairly, Conduct Risk and Financial Crime prevention including fraud identification and reporting.
  • Monitor team activity to ensure compliance with regulatory guidelines.
  • Ensure all team members receive appropriate training to correctly identify and action complaints.

What you’ll bring

• Experience leading teams in mortgage operations or completions
• Strong understanding of regulatory requirements and financial controls
• Excellent communication, coaching and decision making skills
• Ability to analyse MI, manage risk and improve processes
• Strong organisation and stakeholder management capabilities
• GCSEs including English and Maths essential
• Completions, securitisation or underwriting experience an advantage

Ready to make a difference? If you’re passionate about providing an exceptional service and want to join a team that values your contributions we’d love to hear from you. Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers.

Important Information

All offers of employment are subject to background checks including DBS, credit, and Right to Work verification. Please ensure availability for training and avoid long periods of annual leave during the initial onboarding phase.