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- Tasks: Lead mortgage servicing, enhancing customer experience from offer to redemption.
- Company: Join a niche mortgage lender focused on exceptional service and growth.
- Benefits: Enjoy holiday, health cash plans, growth shares, and a supportive work culture.
- Why this job: Shape operational processes and collaborate with teams for continuous improvement.
- Qualifications: Experience in mortgage operations and managing third-party suppliers is essential.
- Other info: Office-based 3 days a week in London or Glasgow; great growth opportunities await!
The predicted salary is between 43200 - 72000 £ per year.
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 Mortgage Servicing employer: Ultimate Banking
Contact Detail:
Ultimate Banking Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Mortgage Servicing
✨Tip Number 1
Network with professionals in the mortgage servicing industry. Attend relevant events or join online forums where you can connect with others who have experience in this field. This can help you gain insights into the role and potentially get referrals.
✨Tip Number 2
Research the company thoroughly. Understand their values, mission, and the specific challenges they face in mortgage servicing. Tailoring your conversations to show how your experience aligns with their needs can make a strong impression.
✨Tip Number 3
Prepare to discuss your previous experiences with vendor management and operational processes. Be ready to share specific examples of how you've improved customer service and efficiency in past roles, as this will demonstrate your capability for the position.
✨Tip Number 4
Showcase your leadership skills during interviews. Highlight instances where you've successfully led teams or projects, particularly in mortgage operations. This will help convey that you're not just a fit for the role, but also someone who can drive positive change.
We think you need these skills to ace Head of Mortgage Servicing
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in mortgage servicing, particularly in primary and special servicing. Use specific examples that demonstrate your ability to shape customer experiences and manage vendor relationships.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your previous experiences align with the key duties mentioned in the job description, such as designing operational processes and fostering collaborative partnerships.
Showcase Relevant Skills: Emphasise skills that are crucial for the role, such as process documentation, KPI establishment, and vendor management. Provide concrete examples of how you've successfully implemented these skills in past roles.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Ultimate Banking
✨Showcase Your Mortgage Expertise
Make sure to highlight your previous experience in mortgage operations, especially in primary and special servicing. Be prepared to discuss specific examples of how you've improved customer experiences or operational processes in your past roles.
✨Demonstrate Vendor Management Skills
Since the role involves managing third-party suppliers, come ready to talk about your experience with vendor management. Share instances where you successfully researched, implemented, or maintained relationships with outsourced servicing providers.
✨Emphasise Collaborative Mindset
This position requires working closely with various internal teams. Illustrate your ability to foster collaborative partnerships by providing examples of how you've worked with cross-functional teams to enhance service delivery and drive business growth.
✨Prepare for Process Improvement Discussions
Be ready to discuss how you've designed and implemented operational processes in the past. Focus on your approach to ensuring efficiency and customer satisfaction, and be prepared to talk about KPIs and SLAs you've established in previous roles.
