Residential Mortgage Collections Operations Lead

Together - loans, mortgages & finance; Cheadle; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Discretionary annual bonus plus an.

Matched pension contribution

Health cash plan plus Private medical

Life assurance and Critical illness

Travel season ticket loans and Ride to

Local gym access

Bar/restaurant discounts

Holiday benefits

Job summary

Together, based in Cheadle, seeks a Collections Operations Manager (Residential) to lead the regulated mortgage collections and recoveries for customers in financial difficulty. You will drive governance, forbearance strategies and ensure compliant, fair outcomes across the full arrears journey.

Manage high-volume activity, oversee complex cases, and collaborate with Credit Risk, Legal, Asset Management and Finance to protect the balance sheet while developing a coaching culture for the team.

Qualifications

• Significant operational leadership within residential mortgage Collections and Recoveries.
• Strong understanding of end-to-end regulated Collections lifecycle, including forbearance and possession.
• Experience leading managers, collections representatives and specialist case handlers in a regulated environment.
• Excellent stakeholder management across Credit Risk, Legal, Asset Management, Finance and third-party suppliers.
• Ability to balance customer circumstances, affordability, vulnerability, risk and recoverability.

Responsibilities

• Lead day-to-day operations across the end-to-end regulated Mortgage Collections and Recoveries journey.
• Ensure teams deliver good customer outcomes and experience.
• Oversee high-volume collections activity and specialist case management across residential accounts.
• Act as escalation point for complex cases including vulnerable customers and litigation referrals.
• Maintain contact, case management and recovery strategies that support early intervention.
• Ensure adherence to regulated policies, governance and Consumer Duty requirements.
• Partner with risk, legal, asset management, finance, strategy and suppliers to optimise outcomes.

Skills

Operational leadership

Regulated mortgage knowledge

Stakeholder management

Customer outcomes

Governance and controls

Change and transformation

Job description

Together, based in Cheadle, seeks a Collections Operations Manager (Residential) to lead the regulated mortgage collections and recoveries for customers in financial difficulty. You will drive governance, forbearance strategies and ensure compliant, fair outcomes across the full arrears journey.

Manage high-volume activity, oversee complex cases, and collaborate with Credit Risk, Legal, Asset Management and Finance to protect the balance sheet while developing a coaching culture for the team.