Head of Mortgage Operations - ARC : Job Details

• Job Title: Head of Mortgage Operations
• Salary: To £75,000 + bonus + pension to 16% + free parking
• Office/WFH: Office 3 days per week, 2 days per week WFH
• Requirements: Mortgage servicing experience is key, along with arrears management/forbearance, previous exposure to Buy to Let & Owner/Occupier mortgages and the ability to drive process improvement across servicing teams
• Role Snapshot: Managing & developing both mortgage & savings operations, customer relationship, vulnerable customer & complaints teams

Great company to work for, good reputation in the market, expanding steadily - excellent time to join the business and become integral to their growth moving forward.

The Company: A highly professional financial services company, having expanded healthily over the last few years. A highly ethical business, genuine onus on looking after customers with a positive, professional and friendly feel within the offices.

The Role: This Head of Mortgage Operations post is a brand-new role within the business. The teams mentioned above in the Role Snapshot cover all of our clients mortgage customers up to maturity so including arrears & forbearance, repossessions, lifetime mortgage book customer contact and run-off, deceased customers, FSCS single customer view, vulnerable customers, complaints and relevant regulatory reporting. Key responsibilities include:

• Lead the teams managing the day-to-day operations.
• Provide leadership in developing, streamlining & automating processes to focus resources on achieving good customer interactions/outcomes alongside business strategy objectives.
• Drive improvement in incisive MI to allow insight into current & emerging issues (operational & customer related)
• Ensure robust policies are in place that meet all business/regulatory requirements and that these are effectively deployed through their processes and everyday operations with effective controls.
• Take responsibility for ensuring that all customer communications sent by the team are accurate, customer friendly and comply with all regulatory requirements.
• Liaise with other teams in the mortgage process, ensuring customer service is smooth and consistent.
• Ensure that all team members receive the necessary training and development.

Skills / Experience Required: For the Head of Mortgage Operations role, you must have strong leadership & team management skills gained within a mortgage operations environment, incl. arrears/forbearance management. The ability to identify process improvements & drive change is also vital.

Additional Information: Salary for the Head of Mortgage Operations role is to £75,000 + bonus, pension to 16%, free parking, life & health benefits. A lovely working environment, a progressive business with a track record of training and developing people. The role is based in Epsom, with 3 days per week in the office and 2 days WFH. Please apply below.

The Head of Mortgage Operations role is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 30 years of experience in this field. Areas of focus include administration, compliance, business analysis, customer service, project/programme management, paraplanners, sales support, marketing, underwriters and group risk/employee benefits related roles. Check the arcconsulting.com website and feel free to call Darren Snell at any time.