Completions Team Leader - Fleet
Salary:
As a Lending Support Team Leader you'll Manage a Mortgage operational team with responsibility for Lending Support in addition to Supporting the Completions Team Leader, holding a mandate for completions funds approval. Ensuring staff are trained and competent to manage lending risk and to deliver quality customer service and successful customer outcomes
Ensure compliance and adherence at all times to policy and regulatory requirements Ensure that Mortgage Operations business targets and objectives are met within regulatory and legislative requirements
Ensure the customer/intermediary relationship is managed for the benefit of both the customer and the mortgage business. Assess referrals from the team to ensure compliance with policy and regulatory principles and all necessary actions have been attempted / taken prior to escalation to a different area of the department / business.
Key Responsibilities
1. Ensuring that the team is lead from the front to provide good outcomes for our brokers/customer
2. Ensure that all referrals to underwriter are informative, thorough, and accurate, offering opinion for a reasonable outcome
3. Ensure maximum pipeline and team efficiency, redeploying/reallocating tasks and resource where necessary to maximise output
4. Provide operational support to all mortgage operations teams when required.
5. Point of escalation to support the team with complex customer queries
6. Achieve and maintain the teams SLAs across all customer contact channels throughout operating hours, and communicate risks in a timely manner
7. Achieve and maintain the teams KPI’s, and communicate risks in a timely manner
8. Work with the Underwriting Manager, Completions Team Leader and Head of Secured Lending Operations to support, the QA function, and champion QA to agents
9. Identify and drive positive change and improvements across the business
10. Ensure process, procedure and policy is adhered to across the team
11. Work collaboratively across Mortgage Operations to achieve our objectives
12. Develop the team through coaching plans, and empower them to make decisions and take considered risks, with collective and individual responsibility
13. Actively demonstrate our values and expect this of others
14. Identify any common trends and root cause analysis to ensure changes/adaptations are made swiftly to avoid repeat occurrences.
15. Ensuring the team remains motivated and staff retention remains focused.
16. Work with team members to document SMART goals, and objectives and hold people to