Senior Mortgage Collections Operations Lead

Together; Cheadle; In loco; GBP 60.000 - 85.000; Tempo pieno

Vantaggi offerti da questo lavoro

26 days holiday + birthday day off

Private medical insurance

Pension matched contributions

Life assurance and critical illness

Employee discounts and gym access

Descrizione del lavoro

Together is seeking a Collections Operations Manager (Residential) to lead the end-to-end operational delivery for regulated mortgage customers in financial difficulty across pre-arrears, early arrears, forbearance and recovery activities.

You will drive clear accountability for the full residential journey, ensuring compliant governance, robust controls and a strong focus on customer outcomes. Based in the UK, with a leadership role across multiple teams.

Competenze

• Significant operational leadership experience within residential mortgage collections and recoveries.
• Strong understanding of end-to-end residential regulated collections lifecycle, including forbearance and litigation.
• Experience leading managers, collections representatives or specialist case handlers in a regulated environment.
• Strong customer and risk judgement balancing affordability, vulnerability and recoverability.
• Proven governance, clear decisioning records and control in a regulated setting.

Mansioni

• 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 and specialist case management across residential regulated accounts.
• Act as escalation point for complex residential cases, including vulnerable customers and litigation referral.
• Maintain contact, case management and recovery strategies supporting early intervention and timely progression to recovery actions.
• Ensure adherence to regulated policies, conduct expectations and governance frameworks.
• Collaborate with Risk, Legal, Asset Management, Finance and suppliers to optimise outcomes.
• Use MI and data to improve treatment strategies and performance.

Conoscenze

Operational leadership

Collections & Recoveries

Stakeholder management

Regulated environment

Change management

Communication

Strumenti

MI reporting tools

Descrizione del lavoro

Together is seeking a Collections Operations Manager (Residential) to lead the end-to-end operational delivery for regulated mortgage customers in financial difficulty across pre-arrears, early arrears, forbearance and recovery activities.

You will drive clear accountability for the full residential journey, ensuring compliant governance, robust controls and a strong focus on customer outcomes. Based in the UK, with a leadership role across multiple teams.