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- Lead and manage a high-performing Remortgage Team, driving productivity and ensuring excellent client service.
- Handle client/service queries and complaints, adhering to internal procedures and reporting requirements.
- Manage partner SLAs, acting as a key contact, and build strong cross-business relationships.
- Develop and motivate the team, providing support, coaching, and performance management, including recruitment, onboarding, reviews, and performance improvement plans.
- Oversee workload distribution, resource planning (including absence management), and ensure compliance with company policies and procedures, including performance, attendance, and conduct.
- Facilitate team communication, training, and development, ensuring adherence to eLearning/compliance deadlines and effective implementation of procedural changes.
- Monitor team performance, using management information to inform priorities and drive continuous improvement. Address performance issues, participate in disciplinary processes, and conduct return-to-work interviews.
- Work closely with the Senior Operations Manager to contribute to the annual salary review process and perform other duties as required.
- Extensive experience and knowledge of the Remortgage process developed within a current or previous Remortgage role.
- Management experience gained in either a supervisory or Deputy Manager role or similar.
- Customer focused and performance driven with a passion to create engagement within your team.
- Resilience with the ability to work effectively under pressure and to strict deadlines
- Ability to flex and prioritise between a wide range of tasks dependent upon business needs.
- Enthusiasm for delivering exceptional customer service.
- Excellent organisational skills with the ability to create strategies and plan.
- Ability to generate an attitude of enthusiasm in self and others regarding change and challenge.
- Excellent interpersonal and relationship building skills.
- Result organised, with strong attention to detail.
