Head of Client Servicing

2 weeks ago

Uxbridge, United Kingdom Pepper Advantage Full time

We have a fantastic opportunity for a **Head of Client Servicing** to join our friendly, professional team in **Uxbridge.**

Pepper Advantage is one of the leading specialist loan servicing companies in the UK and we are currently looking for an experienced Head of Client Servicing to collaborate with one of Pepper's key clients and our internal team to build operational success.

As Head of Client Servicing, you'll be managing one of Pepper's key clients whilst ensuring delivery on compliant customer-centric servicing outcomes throughout.

You'll have the opportunity to implement and roll out an operational infrastructure which ensures our internal team have the capacity and build on their skills to meet the requirements of our client.

This is a hybrid role and a weekly office attendance of 3 days will be expected.

**As a Head of Client Servicing, your responsibilities will include**:

- Seeking to improve productivity levels at all times with a view to improving operational and portfolio performance
- Defining, implementing, and ensuring best in class operation of systems and controls necessary to deliver compliant servicing outcomes for customers, while achieving superior financial performance of the client's portfolios
- Interacting with the client as the day to day contact point for all operational issues
- Actively contributing to the development of client products and services implementation.
- Identifying, presenting for approval, and coordinating changes and improvements in servicing and management information systems.
- Managing delivery of key responsibilities via design and allocation of mandates
- Overseeing all allocated risk management responsibilities
- Setting regular portfolio-specific performance objectives and ensure delivery of such objectives
- Ensuring the complaints process is managed effectively and meets all regulatory requirements
- Responsibility for the delivery of key product/client expansion projects
- Engaging the board, audit, compliance and risk management committees around issues, trends, and changes in the operating model(s) and operational delivery
- Managing work load allocation across all reports to ensure all contractual and internal performance objectives are achieved

**Essential Skills**:

- A proven track record in generating financial returns from the delivery of efficient servicing operations while maintain a 'principal' view on management of individual customer situations
- Analysing problems, thinking creatively, and making effective decisions in the appropriate timescale
- Creating a climate in which people want to do their best by providing appropriate challenge, support, and direction
- Demonstrates leadership ability, team management, and interpersonal skills
- Excellent analytical and abstract reasoning skills, plus excellent organisational skills
- Experience in a senior operations management role, partnering with executive staff, resulting in the development and implementation of creative operational management strategies

**Benefits**:

- Salary of up to £100,000 per annum
- Hybrid working
- Private medical insurance
- Salary Sacrifice Pension matched up to 8%
- 25 days holiday per annum + bank holidays
- EAP
- Wellbeing days
- Volunteering days
- Eye care
- Payroll giving
- Reward and Recognition program
- Discounted RAC vehicle breakdown
- 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

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