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- Tasks: Lead the mortgage servicing team, enhancing customer experience from offer to redemption.
- Company: Join a niche mortgage lender focused on exceptional service and growth.
- Benefits: Enjoy a competitive salary, holiday, health cash plans, and growth shares.
- Why this job: Shape customer experiences and processes in a supportive, collaborative environment.
- Qualifications: Experience in mortgage operations and vendor management is essential.
- Other info: Office-based role 3 days a week in London or Glasgow.
The predicted salary is between 51000 - 85000 £ per year.
London/Glasgow
Up to £85k
Are you an experienced mortgage servicing professional seeking a new challenge where you can really shape the customer experience, overseeing the performance of their business from post offer to redemption? Our client, a niche mortgage lender, is seeking a Head of Servicing to join their team. The role will include oversight of their completions process and primary servicing, along with vendor management; specifically researching, implementing and maintaining relationships with outsourced servicing providers. This role is supported by the Mortgage Servicing Manager and their team, overseeing the activity completed in house, as well as managing their key service providers which include solicitors, specialist mortgage servicing providers and asset managers.
Key duties of the Head of Servicing will include:
- Working with the Mortgage Servicing Manager, design and implement best in class operational processes which deliver excellent and efficient customer service whilst placing the needs of the customer at the centre of everything we do.
- Ensure seamless hand off between in-house teams and external parties.
- For processes managed by our in-house team, ensure that processes are documented and supported by systems and process, KPIs and SLAs are established, and effective QA is in place.
- Ensure resourcing is appropriate for the activity undertaken and develop a resourcing model to ensure resourcing remains appropriate for forecast volumes.
- Work closely with internal teams (e.g., credit risk, operations, compliance, people, change) to control can be demonstrated and that there is continuous improvement.
- Foster collaborative partnerships to enhance service delivery, with suitable mandated authority, and business growth.
- Oversee vendor reporting to ensure accurate and timely delivery of required data.
The successful candidate will possess:
- Previous experience within mortgage operations, specifically primary and special servicing ideally.
- Previous experience of researching, implementing and maintaining third party suppliers.
Due to the nature of the role, they do require this role holder to be office based 3 days per week and can work at either their London or Glasgow office. Our client offers a fantastic package, which includes holiday, health cash plans, growth shares, and more! They offer a supportive and collaborative working environment, and vast opportunities for growth and development.
Head of Servicing employer: MyJobHelper
Contact Detail:
MyJobHelper Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Servicing
✨Tip Number 1
Network with professionals in the mortgage servicing industry. Attend relevant events or join online forums to connect with others who may have insights into the role and the company. This can help you gain valuable information and potentially get a referral.
✨Tip Number 2
Research the latest trends and best practices in mortgage servicing. Being knowledgeable about current industry standards will not only prepare you for interviews but also demonstrate your commitment to excellence in customer service.
✨Tip Number 3
Prepare to discuss your experience with vendor management in detail. Think of specific examples where you've successfully implemented or maintained relationships with third-party suppliers, as this is a key aspect of the role.
✨Tip Number 4
Familiarise yourself with the company's values and mission. Tailor your conversations during interviews to reflect how your personal values align with theirs, especially regarding customer-centric service and operational excellence.
We think you need these skills to ace Head of Servicing
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in mortgage servicing and vendor management. Use specific examples that demonstrate your ability to design operational processes and enhance customer service.
Craft a Compelling Cover Letter: In your cover letter, express your passion for improving customer experiences in mortgage servicing. Mention how your previous roles have prepared you for overseeing both in-house teams and external vendors.
Highlight Key Skills: Emphasise skills such as process documentation, KPI establishment, and resource management. These are crucial for the Head of Servicing role and should be clearly articulated in your application.
Showcase Collaborative Experience: Demonstrate your ability to work closely with internal teams and external partners. Provide examples of how you've fostered collaborative partnerships in previous roles to enhance service delivery.
How to prepare for a job interview at MyJobHelper
✨Showcase Your Mortgage Expertise
Make sure to highlight your previous experience in mortgage servicing during the interview. Be prepared to discuss specific examples of how you've improved customer experiences or streamlined processes in past roles.
✨Demonstrate Leadership Skills
As a Head of Servicing, you'll need to lead teams effectively. Share instances where you've successfully managed teams or projects, focusing on how you foster collaboration and drive performance.
✨Prepare for Vendor Management Questions
Since vendor management is a key part of the role, be ready to discuss your experience with third-party suppliers. Think about how you've researched, implemented, and maintained these relationships in the past.
✨Understand the Company’s Values
Research the company’s culture and values before the interview. Be prepared to explain how your personal values align with theirs, especially regarding customer-centric service and continuous improvement.
