Shift Supervisor

Starbucks Coffee Company; Greenhill; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial institution in Greenhill is seeking a dedicated Mortgage Administration Manager to oversee team performance and ensure compliance in mortgage services. The successful candidate will manage a team, allocate tasks efficiently, and mentor colleagues, all while focusing on delivering excellent customer outcomes. Strong leadership and organizational skills, as well as recent experience in mortgage administration, are essential for this role. Join a dynamic team on a transformational journey in the financial services sector.

Qualifications

• Must have recent demonstrable and relevant experience in mortgage administration.
• Strong interpersonal relationships and ability to work with minimum supervision.

Responsibilities

• Manage the Mortgage Administration team and focus on delivering good customer outcomes.
• Allocate work efficiently to enable good team performance and meet business needs.
• Conduct appraisals and mentor colleagues for development.
• Ensure compliance and delivery of excellent customer service.

Skills

Leadership / management skills

Organizational skills

Strong communication skills

Ability to work as part of a team

Professional and ethical behaviours

Job description

Join our Team. Scottish Building Society is a modern mutual lender with big ambitions. While we are proud to be the oldest remaining Building Society in the world founded in 1848, we’re anything but traditional in how we think and operate. Since 2020 we’ve grown our mortgage book by 72% and doubled our balance sheet, while investing in market‑leading technology like MSO to transform our broker journeys. We are consistently rated highly by brokers and customers alike, with top‑tier Net Promoter scores and industry‑leading satisfaction ratings—a testament to the strength of our service and our people. Our mutual status means we are owned by and run for our members, not external shareholders, so we reinvest in what really matters—long‑term member value, innovation, and a motivated and engaged team. We are connected to the communities we serve and have built a team that shares our collective ambition to be the UK’s most admired Building Society. We are on a transformational journey and looking for driven individuals who want to be part of something ambitious. Our culture is friendly, open, inclusive, dynamic, forward‑looking and commercially sharp. If you are looking for a place where you can truly make an impact and grow, we’d love to hear from you.

Key Responsibilities

• Provide management of the Mortgage Administration team, including the daily allocation and monitoring of tasks, putting consumers at the heart of the business by focusing on delivering good outcomes for customers.
• Ensure the effective and efficient allocation of work to enable good performance of the team and, in turn, meet the needs of the business while delivering a frictionless journey for our customers.
• Completion of colleague returns, approval of holidays, etc.
• Complete Appraisals and Personal Development Plans for colleagues.
• Mentor and train Mortgage Administration colleagues where applicable.
• Undertake control checks and monitoring of colleagues to ensure compliance.
• Ensure all colleagues complete compliance training within stated timescales.
• Ensure the delivery of excellent customer service to the membership and all other customers of the Society, such as mortgage intermediaries and other external parties to agreed standards by considering the needs of our customers at every stage of the service lifecycle.
• Undertake Administration duties as and when appropriate to meet business needs.
• Responsible for large payments / authoriser.
• Responsible for Transfer of Customer MI from one system to another.
• Oversee release of mortgage funds according to Society procedures.
• Regular review of mortgage procedures, manuals and supporting documents, recommending amendments where appropriate.
• Active participation in projects to improve processes and procedures within Mortgage Administration.
• Oversee processing of various transactions on mortgage accounts (e.g., legal costs incurred, inspection fees, arrears adjustments, debit card payments, mortgage losses, marketing fees etc.).
• Assist with management of Society’s intermediary valuer and solicitor panels, including the approval of additions to the panels and maintenance of existing panel members’ details and fee management.
• Assist with other areas of departmental work as requested by the Head of Lending / Underwriting team.
• (This list is not exhaustive; the post holder is expected to carry out any other tasks required to fulfil the needs of the role.)

This list is not exhaustive, and the post holder is expected to carry out any other tasks that are required to fulfil the needs of the role. Management may add or subtract from the list of duties in order to meet the need of the business as they see fit and as per the terms and conditions of contract.

Skills & Capabilities

• Strong leadership / management skills.
• Excellent organisational skills.
• The ability to work as part of a team.
• Strong communication skills.
• Professional and ethical behaviours.
• Strong interpersonal relationships.
• Able to work with minimum supervision and to deadlines.
• Willing to take on responsibility and accountability.
• Ability to consider the needs, abilities and personalities of others.
• Willing to work as part of a team and involve others.
• Positive approach.

This list is not exhaustive, management reserve the right to amend the requirements as they see fit to ensure the post holder’s ability to fulfil the needs of the role.

Measures of Success

• Departmental Service Level Agreement met.
• Regulatory and reporting deadlines met.
• Satisfactory internal audit reports.
• Satisfactory compliance reports.

Application Advice

PLEASE DO NOT APPLY FOR THIS ROLE UNLESS YOU HAVE RECENT DEMONSTRABLE AND RELEVANT EXPERIENCE.

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