Head of Servicing

Financial Services

Kent

We are working with a well established Buy-to-Let Lender with a strong brand identity and over 25 years’ experience in the UK mortgage market. We are seeking a motivated and experienced Head of Servicing to join the business.

The ideal candidate will oversee the daily operations of the team, ensuring compliance with industry standards and company policies while providing exceptional support to our customers.

Key skills and experience:

• Previous experience in loan servicing with an in-depth knowledge of mortgage servicing processes and arrears management;
• Strong leadership and team management skills, with the ability to coach, motivate, and develop team members;
• Excellent communication abilities;

Responsibilities:

• Lead and supervise a team of customer servicing specialists, providing guidance and support to achieve team objectives.
• Foster a positive and collaborative work environment to enhance team performance and morale.
• Collaborate with internal teams, including underwriting risk, compliance and finance, to address customer needs effectively.
• Attend regular team meetings to discuss progress on targets and business priorities.
• Stay updated on industry best practices, regulatory changes, and market trends.
• Identify opportunities to improve processes, implementing changes to streamline workflows, and monitoring the effectiveness of new processes.
• Develop and manage the team's performance metrics and KPIs, ensuring targets are met or exceeded.
• Review and action internal referrals and complex enquires from Solicitors and borrowers.
• Assisting with monthly finance reporting - showing an understanding of how transactions impact various stakeholders (client, servicer and mortgage funder).