OPERATIONS MANAGER MORTGAGES
The Role:
My client a leading lender is currently recruiting for an operations manager to help manage their outsource provider service in addition to day to day operations of the business.
This role will be reporting to the COO
The successful candidate will be responsible for:
The management of the performance of our outsource providers.
This will include managing and reporting through metrics, SLAs and Key performance indicators.
Proactively identify drivers of customer complaints and collaborate with stakeholders and partners to ensure targeted improvement in service levels across the E2E & lifecycle of the mortgage
Provide guidance on resolving moderate to complex Customer issues based on a solid understanding of mortgage processes & consumer regulation. Experience in formulation of polices & procedures
Monitor the regulated activity performed by our Outsource providers through scheduled and themed monitoring reviews to ensure regulatory obligations are met.
Key areas include CPC, CCMA, CCR, GDPR etc. This will include design, development & implementation of quality assurance testing.
Drive Operational excellence by challenging the status quo with OSP.
Continually reviewing processes and implementing operational efficiencies/initiatives with customer benefits
Co-ordinate business as usual & IT change across the company & outsourced service provider.
Ensure appropriate governance is in place when introducing change & operational risks identified are logged on risk register with robust controls in place.
Education and Experience:
Ideally a University primary degree or relevant Industry qualification. QFA or APA qualification is necessary.
Minimum of 5 years within Retail banking operations environment. Ideally some experience of working for or managing an outsource provider
Strong knowledge of mortgage origination / lending/ consumer codes and practices e.g. CPC/CCMA etc.
Excellent numerical, written & analytical skills with experience of producing quality performance & management reports is essential
Proficient in the suite of Microsoft Office products
Proven track record of delivering business/operational transformation initiatives
Resilient, energetic, and enthusiastic
Must possess excellent communication skills and ability to influence drive and motivate agendas & teams outside of direct reporting lines
Six Sigma knowledge or similar models such as Lean are advantageous
Ability to problem-solve and exercise independent judgment while displaying a high degree of initiative.
Ability to handle detailed assignments and maintain confidentiality.
Excellent communication and interpersonal skills.
Team player who works well in a small and dynamic team
Salary: €50,000 - €65,000 (DOE) + Bonus & Bens.