Mortgage Support Team Leader

2 weeks ago

Douglas, United Kingdom NatWest Full time

Join us as a Customer Service & Operations Unit Leader in Lending Operations
- This is an opportunity to make a positive impact to our customers and colleagues
- You’ll be leading and motivating a team in Lending Operations to deliver successful customer and business outcomes
- Along with developing your existing people management skills, you’ll be well positioned to advance your career in this fast-paced role
- To be considered for this role, you’ll need to specifically state on your CV that you have the right to live and work in Isle of Man

**What you'll do**:
As a Customer Service & Operations Unit Leader, you’ll be delivering successful customer and business outcomes by making sure that your unit is efficiently planned. We’ll look to you to focus on optimising capacity and managing operational escalations, disputes and risks. You’ll be working to really understand what our customers need, by actively reviewing performance targets and helping the team to identify trends and address areas of improvement.

We’ll look to you to understand and drive the performance of your team and deliver improvements in productivity, efficiency and service performance by coaching, inspiring and developing your people.

Your responsibilities will include:

- Ensuring the engagement and development of colleagues, making sure that a plan in place for training and accreditation
- Making sure that service levels are achieved, using resources optimally and reducing costs where possible
- Helping to maintain up-to-date process documents, contributing to the definition of performance targets, measurement and the reporting of critical MI to enable the right decision making
- Delivering cost effective measures within the team and contributing to simplifying the organisation

**The skills you'll need**:
We’re looking for someone with good people management skills, with the ability to successfully engage and motivate teams to success. Alongside this, you’ll have an understanding of people processes and policies. We’ll also expect you to have the ability to review processes with an analytical mind-set and maintain a focus on continuous improvement.

You’ll also need:

- Good experience of working in a financial services environment, with knowledge of the industry and its customers
- Knowledge of our products, processes and banking systems
- An understanding of risk, compliance and legal issues in different jurisdictions

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