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In this integral role, you will be working with the Head of Mortgage Services to deliver and execute the Society's Debt Management Strategy across end-to-end accountabilities. You will deliver a customer & conduct centric culture, balancing high performance and good customer outcomes, whilst ensuring the function is a great place to work for colleagues. The role will be part of the leadership team in Mortgage Services and will engage with the wider leaders in our Customer Division to support the achievement of the Society's purpose and divisional priorities. You'll lead all end-to-end operations for Mortgage Collections & Recoveries, Pre & Post Interest Only End of Term management, Consent to Let management, in addition to other servicing and debt recovery processes and customer journeys. The role will also have responsibility for an established Coaching team who are equipped to deliver robust colleague competency, high performance, and good customer conversations and outcomes ensuring quality performance and outcomes are in appetite.
Job Responsibility:
Deliver and execute the Society's Debt Management Strategy across end-to-end accountabilities
Deliver a customer & conduct centric culture, balancing high performance and good customer outcomes
Lead all end-to-end operations for Mortgage Collections & Recoveries, Pre & Post Interest Only End of Term management, Consent to Let management, other servicing and debt recovery processes and customer journeys
Have responsibility for an established Coaching team who are equipped to deliver robust colleague competency, high performance, and good customer conversations and outcomes
Requirements:
Strong, visible leader who role models, cares, connects and coaches to drive performance, change, positive engagement and deliver against challenging objectives
In-depth Collections & Recoveries (ideally mortgages) leadership experience at a senior level
In depth knowledge & experience of collections strategy, collections operations, effective colleague coaching models and complaint handling
Robust knowledge and understanding of regulatory requirements from an arrears handling perspective (MCOB, CONC, Consumer Duty, DISP)
Passionate about Customer Experience and possessing expert knowledge of best-in-class, industry-leading collections, process and continuous improvement
What we offer:
Hybrid working – 2 days per week in the office
Annual bonus up to 15%
Matched pension contributions up to 10%
30 days holiday, plus bank holidays and holiday purchase scheme