Job Description

Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions.



We offer niche specialty lines SME bank targeting under-served segments, our dedicated Development Finance, Bridging Finance and Specialist Mortgages teams ensure that businesses receive the outstanding service, lasting relationships, integrity and expertise they need to prosper.

About the Role

Our incoming hire will lead the team responsible within Specialist Mortgages for loan servicing & the management and collection of arrears, managing the needs of our customer base and protecting the Bank by minimising losses and negative impacts on the loan book.



The individual is to be a customer experience champion, using the knowledge obtained from serving the customer and managing the in-life needs alongside learnings from their oversight into arrears and enforcement events, complaints, operational risk events and operational losses/write offs to drive continuous improvement & change across all functions in the division. They will want to drive improvements for the customer whilst also ensuring the Bank is tightly controlled and losses minimised.



The working pattern of this role is hybrid, with an expectation to be in the London office 50% of the time.

Key Requirements

Work with the Operations Director to implement and support the agreed business strategy to ensure we meet the business book growth plans with particular accountability for oversight into arrears, expiring loans and redemptions. Lead the servicing team by promoting a strong customer service ethic alongside a dedication to managing our risks effectively. To ensure the loan book is tightly managed in key risk activities such as loan expiry, satisfaction and monitoring of conditions subsequent and collections To manage conduct risks that could become relevant during the life of the loan such as vulnerable customers and forbearance, looking at how we monitor & control our treatment of these as the book grows To build and deliver MI and reporting on our loan book from a servicing and early arrears perspective, updating MD and exec team on customer behaviours and making recommendations for ongoing customer strategy. To own operating procedures for servicing team, ensuring they are regularly reviewed and updated and that the team members all understand and adhere to them. To ensure the team members are driven to meet the divisional SLA targets. To proactively manage the performance of the teams and individuals, setting objectives and targets and individual training plans for people to reach their potential building towards clear succession plans and growth for each key role To be the customer champion for the division, driving forward process & system changes to continuously improve the customer journey and supporting smooth implementation of each change with training and guidance issued to team members. To manage complaint responses and RCA, using findings to plan for process & system improvements making recommendations to the Exec Team. To co-ordinate UAT for any changes to servicing systems and processes as required To manage key servicing relationships with third parties such as field agents To manage the operational risk event recording and CAPs for the division, ensuring lesson learnt are fed back into the head of operations and Underwriting teams. To test our key controls that protect our customers from detriment and feed results back into the division

Key Skills & Experience

Demonstrable experience leading teams within Processing, Servicing and Arrears Collection in Specialist Mortgages Strong track-record experience leading Customer Service Delivery Teams Commitment to process improvement, business analysis and definition of change requirements Passionate about the delivery of excellence in customer service with a customer centric approach Previous experience of the change lifecycle, including defining requirements CeMap qualification (desired)

Benefits:

Competitive remuneration Discretionary annual bonus Annual pay review Private Medical Insurance (Bupa) Mental health & wellbeing support via YuLife & Bupa 25 days annual leave (increasing with service) + Holiday Buy Scheme Cycle to Work Scheme & Green Car Scheme Enhanced family leave policies Study support & professional membership Hybrid working (50/50) YuLife Rewards - discounts on retail, lifestyle & experiences Pension scheme - 8% employer contribution (non-contributory) Interest-free season ticket loan * Annual volunteering day & Net Zero employer commitment