Operations Manager Mortgage Customer Delivery

Description:

Home Buying sits within Retail Ireland and is responsible for the development and implementation of the strategy for mortgage loans in the Republic of Ireland, to include all aspects of mortgage markets, risk profile, returns, costs, fulfilment, servicing and market positioning. A core element of the Home Buying value stream, the Customer Delivery team is responsible for the development and implementation of best in class customer service for mortgage loans from post-sales to drawdown and throughout the lifetime of mortgage.

Supporting, running and leading a number of teams to ensure excellent customer service, and teams performance aligns to our service level agreements and key performance indicators, while also supporting improvement of the customer journey through support for transformation initiatives with a clear focus on documentation processing, application packaging, customer communications, request fulfilment.

• Full oversight of team activities ensuring all SLA's/KPI's are met and all customer requests carried out in a timely and professional manner
• Resolve all escalations/errors to a satisfactory resolution while ensuring root cause is identified to mitigate against future issues
• Full accountability for team performance with the ability to deliver targeted improvements in the key performance indicators for the department
• Identify, foster and deliver ongoing continuous improvements to meet challenging cost agenda
• Provide strong and visible leadership to direct reports and be a key influencer within the wider department.
• Ensure compliance with relevant Regulatory, Compliance and Legal requirements across all service-lines
• Monitor and control the provision of services from 3rdparty providers in a BPO environment.
• Manage and prioritise the execution of customer driven initiatives and change initiatives, collaborating with key internal stakeholders to deliver transformational improvements to the mortgage customer journey