Payment Support Team Leader

InterQuest Group; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services company is seeking a Payment Support Team Leader to enhance service delivery and compliance in their Specialist Mortgages operations. The role involves managing a team, overseeing complex mortgage portfolios, and driving performance in a regulated environment. Ideal candidates will have strong leadership and analytical skills, with a background in mortgage collections.

Qualifications

• Strong experience in mortgage collections and arrears handling.
• Confidence managing people and processes in a regulated environment.
• Excellent communication and analytical skills.

Responsibilities

• Lead a team of collections professionals managing complex mortgage portfolios.
• Oversee daily operations including arrears and payment queries.
• Drive quality assurance and ensure adherence to internal and regulatory standards.

Skills

Leadership

Communication

Analytical Skills

Job description

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Base pay range

Direct message the job poster from InterQuest Group

Principal Consultant - Risk, Regulation and Compliance

We’re looking for a Payment Support Team Leader to join our clients Specialist Mortgages operations function, helping drive performance, service excellence, and fair customer outcomes.

The Role

You’ll lead a team of collections professionals managing complex mortgage portfolios. From coaching and development to strategic input and QA oversight, you’ll play a central role in delivering our service, risk, and compliance objectives. This is a hands-on leadership position, ideal for someone who thrives in a regulated, customer-focused environment.

• Oversee daily operations including arrears, payment queries, and team inboxes
• Lead, develop, and motivate a team through structured 1:1s, training, and performance reviews
• Act as a subject matter expert on escalated or complex cases, working closely with credit and legal teams
• Produce and analyse MI to track KPIs and risk indicators
• Drive quality assurance and ensure adherence to internal and regulatory standards
• Identify and implement process improvements to enhance service delivery
• Strong experience in mortgage collections, arrears handling, and/or litigation within Financial Services
• Confidence managing people and processes in a regulated environment
• Familiarity with forbearance, TCF principles, and financial difficulty strategies
• Excellent communication and analytical skills
• Ability to lead with integrity, empathy, and precision

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Quality Assurance and General Business

• Industries

  Financial Services and Banking

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