Who are We Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence. With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland. What you will be doing This role will involve full management of the Societys mortgage and savings accounts administration and support functions. You will be responsible for leading, motivating, developing and training the team to operational efficiency and excellence. You will be responsible for reviewing and continuously improving the Societys mortgage and savings processes within the team. This will involve ensuring adequate operational resilience is in place and the Societys risks and controls are effectively managed. You will be responsible for ensuring the team provides a high-quality customer experience. About The Role What are your duties Oversee, monitor, and manage daily operations for the Societys mortgage and savings administration and customer support Team, including, for example, account processing, administration, customer interaction and query resolution, communications, transaction management, and quality control. Provide strong and effective leadership, demonstrating critical thinking and contributing to the Society's strategic planning and objectives. Championing continuous improvement and process changes, drive a culture of innovation and creativity, and lead by example. Ensure high standards of service, support, and administration (e.g. in the Societys documentation, up to date policies and procedures, accuracy etc). Adhere to the Societys procedures and policies, and achieve Team KPIs. Recruit, train, mentor, and develop the Societys mortgage and savings administrators; conduct performance reviews and address performance issues effectively. Handle complex cases and ensure positive outcomes for our customers. Document, execute, assess, and monitor a risk and controls register and framework for the Societys Mortgage & Savings Accounts function. Ensure adequate operational resilience is in place and the Team is adequately trained on these processes. Prepare and present regular reports and management information for management, Society Committees, and Societys Board. Work closely with other Society departments, including lending, savings, and customer experience teams, to deliver optimal service. Ensure responsibilities regarding the Prevention of Financial Crime (including money laundering, identification, and reporting of fraud) are carried out effectively and in accordance with Society policies. Support the Operations management team and engage in cross-departmental collaboration. Support the Societys strategic goals by working closely with Society Senior Management Team. Required Criteria 4+ years experience in managing mortgage and savings accounts throughout their lifecycle, including administration, customer support, and operational oversight. Strong technical knowledge of mortgage products, savings accounts, lending policies, and industry practices, including compliance, forbearance, arrears, and possession processes. Demonstrated expertise in staff development and performance management. Detailed knowledge of lending policies and mortgage industry practice. Experience of effectively managing a team (improving processes and overall efficiencies to ensure all targets and KPIs are maintained). Strong mortgage and savings technical expertise with proven ability to resolve complex queries and demonstrating sound judgement. Excellent communication, interpersonal and organisational skills. Skills Needed About The Company Careers at Progressive We know that looking for a career means so much more than just finding a job. At Progressive, we want to help you find your happy place to work. We firmly believe in encouraging our employees to achieve the right balance between their work and personal lives, delivering access to and promoting family-friendly policies. This not only increases employee satisfaction but also enables Progressive to meet the needs of our Members and supports the Society in being positioned as one of the most successful financial institutions in Northern Ireland. Company Culture To work for Progressive is to be part of something special. We strive to nurture and develop our employees in the evolving and fast paced financial services industry. Outlined below are a list of the reasons why we feel Progressive is a great place to work: We aim to provide an inclusive and respectful working environment, where everyone recognises the importance and impact of teamwork. We celebrate staff diversity and work hard to ensure that our staff members feel valued as individuals and respected for their contribution to our success. We offer opportunities for our staff to work at the heart of our communities and make real differences to our Members lives. We do not subscribe to a long-hours culture, instead valuing family life and supporting our staff to balance work and family commitments. Company Benefits We offer our staff competitive employment conditions and a range of benefits designed to achieve high levels of staff engagement and job satisfaction. We understand that by taking steps to positively enhance the well-being of our staff, we can help them to achieve their goals and boost their motivation to deliver the best possible outcomes for our members. Health insurance, Vacation, Paid time off, Performance bonuses, Paid sick days, Retirement plan and/or pension, Employee development programs, Tuition reimbursement, Open office, Competitive salary, Life insurance, Long service recognition, Employee Assistance Scheme, Wellbeing Scheme, Work With Charities, Social Opportunities, Annual Rise Salary Not disclosed Benefits: Health insurance Vacation, Paid time off Performance bonuses Paid sick days Retirement plan and/or pension Employee development programs