Residential Mortgage Collections Operations Lead

Together Financial Services Limited; England; A distancia; GBP 65.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

26 days holiday + birthday day off

Holiday homes access

Buy & sell holidays

Discretionary annual bonus

Shared Reward Bonus

Life assurance

Critical illness cover

Travel season ticket loans

Ride to work scheme

Gym access

Bar/restaurant discounts

Descripción de la vacante

Together Financial Services Limited, based in the United Kingdom, is seeking a Collections Operations Manager (Residential) to lead the end-to-end regulated mortgage collections and recoveries delivery for customers in difficulty. The role emphasizes safeguarding customer outcomes, effective portfolio management and robust governance within a high-volume environment.

You will collaborate with risk, legal, asset management and third-party suppliers to optimise results while driving for

Formación

• Significant operational leadership experience within residential mortgage Collections and Recoveries.
• Strong understanding of end-to-end residential regulated collections lifecycle.
• Experience leading managers, collections representatives and specialist case handlers in a regulated environment.
• Strong customer and risk judgment balancing affordability, vulnerability, asset position and recoverability.
• Good understanding of residential secured lending, conduct risk and Consumer Duty expectations.
• Experience using MI and performance data to diagnose issues and drive improvements.
• Strong stakeholder management across multiple functions and third-party suppliers.

Responsabilidades

• 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 for residential regulated accounts.
• Act as escalation point and decision maker for complex residential regulated cases.
• Maintain contact, case management and recovery strategies for early intervention and sustainable forbearance.
• Ensure adherence to regulated collections policies, conduct and governance frameworks.
• Partner with Credit Risk, Legal, Asset Management, Recoveries, Finance, Strategy and suppliers to optimise outcomes.
• Use MI and portfolio insight to improve residential treatment strategies and performance.
• Support transformation, automation and service modernisation initiatives.
• Maintain governance, quality assurance, risk management and audit readiness.

Conocimientos

Leadership

Mortgage collections

Regulated environment

Stakeholder management

Governance

Change leadership

Descripción del empleo

Together Financial Services Limited, based in the United Kingdom, is seeking a Collections Operations Manager (Residential) to lead the end-to-end regulated mortgage collections and recoveries delivery for customers in difficulty. The role emphasizes safeguarding customer outcomes, effective portfolio management and robust governance within a high-volume environment.

You will collaborate with risk, legal, asset management and third-party suppliers to optimise results while driving for