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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 competitive salary, holiday, health cash plans, and growth shares.
- Why this job: Shape customer journeys in a supportive, collaborative environment with growth opportunities.
- Qualifications: Experience in mortgage operations and vendor management is essential.
- Other info: Office-based 3 days a week in London or Glasgow.
The predicted salary is between 68000 - 85000 £ per year.
Head of Servicing
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 inhouse 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.
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Head of Servicing | London, UK (London) employer: Ultimate Banking
Contact Detail:
Ultimate Banking Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Servicing | London, UK (London)
✨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 and potentially get referrals for the Head of Servicing role.
✨Tip Number 2
Research the company thoroughly. Understand their values, mission, and recent developments in the mortgage sector. This knowledge will not only help you tailor your approach but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 3
Prepare to discuss your experience with vendor management and operational processes. Be ready to share specific examples of how you've successfully implemented best practices in previous roles, as this will be crucial for the Head of Servicing position.
✨Tip Number 4
Showcase your leadership skills by highlighting any past experiences where you've led teams or projects. The ability to foster collaboration and drive performance will be key in this role, so make sure to emphasise these qualities in conversations.
We think you need these skills to ace Head of Servicing | London, UK (London)
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 oversee operations and improve customer experiences.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion 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 managing vendor relationships.
Highlight Relevant Skills: In your application, emphasise skills that are crucial for the role, such as vendor management, process documentation, and collaboration with internal teams. Use keywords from the job description to ensure your application stands out.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the Head of Servicing role.
How to prepare for a job interview at Ultimate Banking
✨Understand the Role Inside Out
Make sure you thoroughly understand the responsibilities of the Head of Servicing role. Familiarise yourself with mortgage servicing processes, vendor management, and customer experience strategies. This will help you articulate how your experience aligns with their needs.
✨Prepare Examples of Past Success
Be ready to share specific examples from your previous roles that demonstrate your ability to design and implement operational processes. Highlight instances where you improved customer service or managed vendor relationships effectively.
✨Showcase Your Collaborative Skills
Since the role involves working closely with various internal teams, prepare to discuss how you've successfully collaborated in the past. Emphasise your ability to foster partnerships and drive continuous improvement across departments.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's current challenges in servicing and their vision for the future. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
