Head of Account Servicing Operations

More2Life, part of the Key Group of companies, has been a pioneering force in the Equity Release market since it's launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK. We require a Head of Account Servicing to join the business, to transform services provided to our later life lending customers. The role will be responsible for developing and operating a specialist function (processing and telephony), whilst being responsible for all issues surrounding the function, including: customer queries, annual property management processes, death and long term care situations, customer vulnerability, payments and redemptions.As well as providing first class services to our customers we also act on behalf of our funders in protecting their security and assets. At times these can be conflicting requirements, so mediation and communication will all parties becomes critical to ensure the best possible outcomes for allMain role & responsibilitiesTo Identify, develop, implement and evaluate the servicing processes of the specialist lenderOperate many existing processes in a well-controlled manner. Always Challenging and improving their effectivenessLiaise with key personnel within the business, developing key relationships with stakeholdersTo comply with all FCA policies and procedures and any legal and regulatory requirement that the company is obliged to adhere toTo lead, coach, motivate and develop your team to ensure service channel objectives are achievedDemonstrate ability to handle complex case processing within a busy telephony teamCreate and uphold an open, transparent and customer centric culture across the operationDemonstrate and continuously embed the company values in every aspect of the roleKey knowledge, skills & experienceSuccess within a data driven operations environmentWorking in partnership with MI/BI teams, embedding ways of workingApplication and experience of robotic process automation (RPA) is highly advantageousWorking with vulnerable customersBenefits:25 days holiday, plus bank holidays. Rising to 28 days based on length of serviceAdditional holiday purchase scheme1 charity dayTier 1 pension (5% Employee, 8% Employer)AXA Exec (Self)Life AssuranceRewarding Staff Referral SchemeLong Service AwardEnhanced Maternity & Paternity PayJBRP1_UKTJ