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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 holiday, health cash plans, growth shares, and a supportive work environment.
- Why this job: Shape customer experiences and processes while fostering collaboration and continuous improvement.
- Qualifications: Experience in mortgage operations, especially in primary and special servicing is essential.
- Other info: Work in London or Glasgow, with 3 days office-based required.
The predicted salary is between 48000 - 72000 £ per year.
Head of Servicing 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. For processes managed by our inhouse team, ensure that processes are documented and supported by systems and process, KPIs and SLAs are established, and effective QA is in place. 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. Previous experience within mortgage operations, specifically primary and special servicing ideally. 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 Performance Services employer: Ultimate Banking
Contact Detail:
Ultimate Banking Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Performance Services
✨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 and operational processes. Think of specific examples where you've successfully implemented improvements or managed relationships that enhanced service delivery.
✨Tip Number 4
Familiarise yourself with the company's values and mission. Tailor your conversations to reflect how your personal approach aligns with their focus on customer-centric service and continuous improvement.
We think you need these skills to ace Head of Performance Services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in mortgage servicing and operational processes. Use specific examples that demonstrate your ability to enhance customer experience and manage vendor relationships.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and how your previous experiences align with the key duties outlined in the job description. Mention your approach to designing operational processes and fostering partnerships.
Highlight Relevant Skills: Emphasise skills such as leadership, compliance knowledge, and continuous improvement methodologies. These are crucial for the Head of Performance Services role and should be evident in both your CV and cover letter.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for this position.
How to prepare for a job interview at Ultimate Banking
✨Showcase Your Mortgage Expertise
Make sure to highlight your experience in mortgage servicing during the interview. Discuss specific examples of how you've improved customer experiences or streamlined processes in previous roles, as this will demonstrate your suitability for the Head of Performance Services position.
✨Prepare for Operational Process Discussions
Since the role involves designing and implementing operational processes, be ready to discuss your approach to creating efficient workflows. Think about past projects where you successfully established KPIs and SLAs, and be prepared to share these insights.
✨Emphasise Collaborative Skills
The ability to foster partnerships is crucial for this role. Prepare examples of how you've collaborated with vendors or internal teams to enhance service delivery. This will show that you can work effectively with others to achieve business growth.
✨Demonstrate Continuous Improvement Mindset
Be ready to talk about how you've implemented continuous improvement initiatives in your previous roles. Share specific instances where you identified areas for enhancement and the positive outcomes that resulted from your actions.
