Head of Arrears

Pepper Advantage is one of the leading specialist loan servicing companies in the UK and we are currently looking for a Head of Arrears & Litigation with proven experience in management of arrears and litigation operations functions including processes, systems, people, policies, and procedures in our Uxbridge or Skipton offices.

We are looking for a highly motivated professional with experience in managing residential mortgage and loan portfolios in a customer-centric environment within the financial services sector – particularly in regard to the arrears and litigation stages of the mortgage life cycle.

This Head of Arrears and Litigation role involves the day-to-day management, implementation, and maintenance of all necessary infrastructure relating to a best-in-class mortgage administration team, including operational and portfolio performance and delivery of customer-centric servicing outcomes.

We would like to hear from candidates who have a demonstrable record of accomplishment in operations management, and who are able to provide an effective and efficient service to the business.

Pepper Advantage is authorised and regulated by the Financial Conduct Authority. This is a certified role, and the successful candidate will need to be approved by the FCA.

As the Head of Arrears & Litigation, your key responsibilities will include:

• defining and implementing operation of systems and controls necessary to deliver compliant servicing outcomes for customers, while achieving superior financial performance of client portfolios
• managing staff performance measurement structures, aligning key staff performance metrics to efficiency, targets, compliance objectives, and portfolio performance objectives
• identifying and coordinating changes and improvements in servicing and management information systems in order to meet the requirements of internal and external clients
• maintaining staff management structures with a view to ensuring objective performance measurement, and execution of resulting performance management strategies
• management of operational and systems infrastructure to ensure effective operation of mandates, including appropriate referral infrastructure
• proactive and effective management of the risks allocated to this role
• developing portfolio-specific performance objectives, and deliver such objectives
• performance management of all portfolios, including a focus on identification and implementation of opportunities to enhance portfolio performance
• actively contribute to Pepper's strategic development via the development and implementation of infrastructure and systems necessary to deliver growth plans

Additional Information

This Head of Arrears and Litigation position is a hybrid role and there will be an expectation of three days a week office attendance.

Essential Skills

• Experience in a senior operations management role, partnering with executive staff
• Proven track record in generating financial returns from the delivery of efficient servicing operations while maintaining a ‘principal’ view on management of individual customer situations
• Analyses problems, thinks creatively, and makes effective decisions in the appropriate timescales
• Able to create a climate in which people want to do their best by providing appropriate challenge, support, and direction
• Can contribute positively through clear communication, personal impact, and behavioural flexibility
• Able to create a positive climate and influence others to get things done
• Demonstrates leadership ability, team management, and interpersonal skills
• Excellent analytical and abstract reasoning skills, plus excellent organisational skills
• Detail orientated and able to work to tight deadlines. You will have strong English verbal and written communication skills
• Able to work within established internal controls and maintain a high standard of quality across all your tasks
• Accurate in your work, well organised, and reliable

Benefits

• Competitive salary
• Hybrid working
• Private medical insurance
• Salary Sacrifice Pension matched up to 8%
• 25 days holiday
• Cycle to Work Scheme
• EAP Enhanced Maternity & Paternity
• Wellbeing and Volunteering days
• Eye care contribution
• Life Assurance

About Pepper Advantage

We currently operate in nine jurisdictions across the UK, Europe, and Asia Pacific, and have over US$50 billion in assets under management. We employ more than 1,100 people to look after 65 clients and 1,000,000 end-users - and we're growing fast. Through heavy investment in tech-enablement, and data and analytics, we are driving operational efficiency, empowering clients, and expanding our remit all over the world.

Working across commercial and residential real estate, personal and SME loans, credit cards, asset finance and point of sale, our advanced credit intelligence platform enables us to arrive at the best solutions for our clients and their customers, and always pushes for the right outcome, whatever financial journey they're on. As an employee of the Pepper Advantage community, you’ll be part of a unique global-scale data network, giving you access to all the latest market trends and opportunities. You have to be in it to get the full Advantage