Senior Manager - Mortgage Servicing - Banking Captive Service Centre

Senior Manager - Mortgage Servicing (UK Bank)

This is a senior manager position in the Mortgage team of a UK based savings and investments bank with a captive service centre in Bangalore.

Roles and Responsibilities:

The key roles and responsibilities are listed below:

- Oversee and manage processing and voice activity for Mortgage Servicing operations for the UK based customers of the bank

- Leading a team of 45 individuals and ensuring the employees are managing the accounts within agreed procedures, policies and service levels

- Work closely with the quality team to ensure implementation and adherence to a robust quality framework

- Ensure that agreed NPS scores are achieved, identify areas of improvement around customer contact points and improve service levels

Requirements:

- Overall work experience of 12-15 years in the MNC financial services industry

- A thorough understanding of mortgage based products and associated servicing processes

- A strong understanding of risk and control frameworks

- A proven leadership and team management experience