Service Manager jobs in United States

Hello,

We are Recognise Bank; a modern business bank built to support the UK’s SMEs with tailored lending and savings solutions. Founded in 2017 by experienced business owners, we set out to challenge traditional banking by offering more flexibility, understanding, and practical support to help businesses thrive. Since receiving our banking licence in 2021, we’ve built a loyal customer base and a strong, diverse team that puts people first.

Our vision is building stronger futures with bespoke financial solutions. We understand that no two financial needs are the same, which is why we work closely with UK SMEs and individuals to unlock potential others often overlook. Through smart, flexible lending and savings products, we’re here to build and grow stronger futures for lasting success.

Our values shape how we work and grow together:

💪 Can do, will do: We take ownership, solve problems, and adapt as our customers’ needs evolve.

✨ Be brilliant: We show up with curiosity and energy, always striving for better.

🤝 Do the right thing: We act with integrity, responsibility, and care in everything we do.

💡 Make a difference: We focus on impact, helping our customers, colleagues, and communities succeed.

As a Team Lead – Portfolio Management, you are responsible for guiding the team that manages the ongoing performance and servicing of the loan portfolio, including covenant monitoring, compliance reporting, loan extensions and redemptions, arrears management, and collections. You ensure operational excellence, regulatory compliance, and strong customer outcomes, while driving team performance and fostering a culture of continuous improvement. In this role, you also support the Head of Operations and COO on strategic projects and initiatives to enhance systems and processes.

• Lead and manage the portfolio operations team, ensuring timely, accurate, and compliant servicing of loans throughout their lifecycle.
• Oversee covenant testing, reporting, and loan restructuring activities—including extensions, redemptions, and variations—ensuring decisions are customer-focused, commercially aligned, and within the Bank’s risk appetite.
• Manage collections and enforcement activities for non-performing loans, driving early engagement and effective resolution strategies with internal and external stakeholders.
• Ensure accurate record-keeping, workflow management, and operational execution using internal systems, including nCino.
• Monitor team performance against SLAs and KPIs, fostering a high-performance, accountable, and execution-focused culture.
• Collaborate with Risk, Compliance, and Legal functions to ensure servicing activities meet regulatory and internal standards.
• Support process improvement, automation initiatives, and strategic/transformation projects to enhance efficiency, scalability, and customer outcomes.
• Coach and develop team members, promoting ownership, accountability, and continuous improvement.
• Adhere to all relevant company policies, risk management responsibilities, and compliance/financial crime obligations.

• Minimum 8 years’ experience in lending operations, preferably in bridging lending, with strong knowledge of portfolio management, arrears, and collections.
• Proven leadership experience, with a track record of managing teams and driving performance.
• Strong understanding of covenant monitoring, loan variations, and customer relationship management.
• Essential experience in debt handling, restructures, and enforcement.
• Proficient in using internal systems to manage workflows and maintain records; familiarity with nCino is beneficial.
• Strong analytical skills and attention to detail.
• Excellent communication and stakeholder management abilities.

At Recognise Bank, we're building more than a bank — we’re creating a culture where people feel empowered to make a difference 💡, supported to be brilliant ✨ with a can do will do attitude, and trusted to do the right thing 🤝.

We believe that when our people thrive, so do our customers. That’s why we invest in an environment that reflects our values and supports your growth, flexibility, and wellbeing.

Here’s what you can look forward to:

🌴 Competitive Time Off – Generous annual leave plus bank holidays to rest, recharge, and enjoy life outside of work.

🌍 Work From Anywhere – Up to 4 weeks per year to work remotely from anywhere in the world.

📚 Learning & Development – Tailored training and support to grow your skills and achieve your professional goals.

🏠 Hybrid Working – To support your work-life balance, we offer a hybrid working model with 3 days in the office and 2 days remote.

🩺 Private Medical Care with Vitality – Comprehensive healthcare including optical and dental coverage to keep you healthy.

💼 Enhanced Pension Scheme – Helping you plan and save for a secure future.

👶 Maternity, Paternity & Adoption Pay – Supporting you and your family during important life moments.

🎉 Discretionary Company Bonus – Rewarding your contribution to our shared success.

If you're curious, driven, and ready to be part of something meaningful — where your ideas matter, your growth is supported, and your work makes a real impact — then we’d love to hear from you.

Recognise Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.