Job title: Completions Support Team Leader
Location: Milton Keynes
Job Summary
The role will work closely in conjunction with the Head of Home Finance Underwriting, Completions Support Administrators and Pre-Offer Teams to support the smooth transition of Home Finance applications through the process with specific responsibility for the overview of the completion stage.
Use experience and skills to lead and support the team in assessing and managing new business (Post offer) applications through to completion in Home Finance within agreed SLAs whilst adhering to the Banks Credit Risk and KYC governance and guidelines.
Support the team in managing the overall customer journey, conversations and communications with brokers, Solicitors, and internal colleagues effectively.
Key responsibilities
* Manage Post offer pipeline proactively and in accordance with Credit Policy, CDD and Solicitors Guidance.
* Effectively manage resource in relation to team attendance ensuring operational capacity is optimised.
* Manage effective operations in Post offer telephony in line with agreed KPI’s.
* Use management information, to proactively monitor and manage productivity and efficiency across the Team.
* Ensuring that team members are appropriately cross skilled and trained to carry out all responsibilities for completions, valuations, Finance and offer details, mailbox management, tracking of SLA’s, workflow.
* Ensure there are robust processes in place and undertake regular reviews to ensure these are being adhered to taking appropriate remedial action as necessary.
* Carry out regular competency checks in line with the Operational Training & Competency Scheme.
* Identify opportunities to improve business process and implement changes to enhance the customer experience and operational effectiveness.
* Ensure that TCF (Treating Customers Fairly) principles are embedded throughout the customer life cycle.
* Instigation and undertaking of any investigations concerning customer or broker complaints.
* Work with Head of Home Finance Underwriting to ensure that all audit actions are completed within specified timescales.
* Identify and record exceptions made during the completions process in line with necessary approvals and mandates.
* Provide constructive feedback, training and guidance to Completions Support Administrators when reviewing cases.
* Support the team to prepare and submit rationales for escalation and exception cases to the Head of Home Finance Underwriting as required.
* Ensure the team are clear and articulate in telephone conversations and written communication with solicitors and brokers to provide a logical rationale for the decision being conveyed or rationale for additional information being requested to support the overall completions service proposition.
* Support the Bank deliver an outstanding level of service and be recognised externally for doing so.
* Participate in process/strategy reviews or projects as Subject Matter Expert on completion processes to ensure continuous improvement of activities completed.
* Hold regular and documented update meeting with external solicitors to ensure processes between firms remain consistent and customer focused.
* Lead your team by role modelling our ROC values and behaviours. People managers are responsible for completing all colleague life cycle activities such as recruitment; performance review process: providing input and encouraging colleague development with a focus on values, behaviours; wellbeing and to promote and enhance colleague engagement. People managers are also expected to adhere to all policies and procedures and ensure their team function effectively.
* Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.
Skills required
* A sound understanding of both the Home Finance and conventional home finance market.
* People management skills to lead, develop and coach a team.
* Strong verbal and written communication skills.
* Experience of dealing in the Home Finance and conventional home finance sector with a good working knowledge of the broker market.
* Experience to include a mix of business including Buy to Let, complex Buy to Let/Portfolio/ HMO/MUFB cases as well as residential experience of assessing and delivering an appropriate service provision for High-Net-Worth customers.
* Ability to utilise skills and knowledge to determine ways in which an application would be acceptable to the Bank within our Credit and Financial Crime guidelines and governance.
* Knowledge of Know Your Customer/Anti Money Laundering/Financial Crime Regulations and Cifas.
* Ability to work and interact collaboratively with fellow team leaders within Operations and senior colleagues and stakeholders from other business areas.
* Skilled communicator with the ability to influence and motivate others.
* Experience of creating and motivating a fast-growing team in a high-volume environment.
* Strong problem-solving and decision-making skills, with the ability to analyse complex information to identify the key issue/action and drive resolution.
* Knowledge and understanding of risk control arrangements.
* GCSE English and Mathematics (or equivalent).
Beneficial skills and qualifications
* Understanding of Shariah Banking and conventional home finance market.
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