The role holder will have oversight of Mortgage Advice and Quality Assurance processes working closely with colleagues to ensure an effective operation and a culture of continuous improvement.
Responsible for management of the front and back book sales customer journey through communicating and engaging with customers so that they can make effective, timely and properly informed decisions about financial products and services and can take responsibility for their actions and decisions, including those customers with characteristics of vulnerability.
Furthermore, the role holder will be responsible for running The Society’s mortgage change initiative to embed improvements and refinements to the regulated advice process.
You will work with a broad range of stakeholders the individual will support the improvement of operational processes attached to the advised mortgage process.
The is a full time role and has the ability to work on a hybrid basis.
Key Responsibilities
- Ensure the provision of excellent customer service through the consistent delivery of agreed processes, standards and procedures. whilst ensuring that the interests of all customers are central to our culture and purpose and embedded throughout the organisation
- Support and oversee the operationalisation of change initiatives across the Advice team, including Systems changes, Regulatory and other change, whilst delivering a frictionless journey for our customer.
- Monitor and regularly review the outcomes that their customers are experiencing in practice and take action to address any risks to good customer outcomes.
- Responsibility for the delivery and day to running of The Society’s mortgage change programme. This will refine the T&C scheme, file check and supervisor observation processes.
- Ensure appropriate training and development plans in place for colleagues.
- Supervision of the Society’s Training & Competence scheme for mortgage advisers including file checks, observations, coaching and mentoring. Production of regular MI to demonstrate the effectiveness of oversight.
- Measure individual colleague performance against their set objectives.
- Promote culture of continuous improvement and maximise efficient utilisation of resources, for example through the development of ‘centres of excellence’
- Develop strong working relationships with key colleagues, especially Mortgage Operations and Risk, and work collaboratively to develop and enhance the Society’s operational activities.
- Delivery of agreed service standards to satisfy SLAs.
- Monitor direct sales and retention activity ensuring appropriate resources are in place to meet workflow.
- Ensure the Society’s Branch Mortgage Advice team is resourced to meet business needs.
This list is not exhaustive and the post holder is expected to carry out any other tasks that are required to fulfil the needs of the role. Management may add or subtract from the list of duties in order to meet the need of the business as they see fit and as per the terms and conditions of contract.
Key Measures of Success
- Delivery of excellent customer service across the Societies branches.
- Delivery of mortgage change initiative
- Multi-skilled society colleagues fulfilling responsibilities set out within individual Job Descriptions
- Mortgage Adviser T&C scheme sign offs with appropriate supporting evidence
- Positive results and feedback resulting from 2nd and 3rd line reviews