Mortgage Resolution Team Leader

Job description

Job: Mortgage Resolution Team Leader

Location: Dublin 4 

Job Requirements

  • Proven experience in team coaching and performance management within a mortgage or lending environment;
  • At least 3 year’s experience at this level is essential;
  • Where candidates have Team Lead experience within banking, their experience with mortgage products must be significant;
  • Experience of restructuring mortgage accounts an advantage;
  • Must have fluent English and excellent understanding of the nuances of the English language;
  • Excellent PC skills (use of database, Excel, Word, PowerPoint, Outlook);
  • APA (Loans) or similar qualification is desirable.

Job Responsibilities

  • Assist the ASU Manager in managing the Team’s performance to highly effective levels by driving, motivating and influencing Team members;
  • Coach and develop the Arrears Support Unit by identifying individual and team development needs;
  • Carry out training needs analysis and devise performance improvement and development plans for discussion and agreement with the ASU Manager;
  • Work with each Team member to assist them to improve and change their performance in accordance with these plans;
  • Act as an expertise and knowledge focal point for Team members in the area of mortgage arrears, internal procedures and Central Bank compliance;
  • Devise own strategies to improve and change performance in the Team;
  • Manage performance to ensure specific arrears targets are met by the Team;
  • Develop measurement tools in conjunction with the ASU Manager to ensure such targets are being met. Produce, analyse and present reports on Team performance;
  • Maintain up-to-date knowledge of all relevant compliance requirements;
  • Ensure Team members have up-to-date knowledge of all internal policies and procedures as well as Central Bank compliance requirements
  • Carry out internal audits to ensure that all quality and compliance requirements are met. Devise audit plans, evaluate the findings and report/present back to the ASU Manager;
  • Continuously liaise with the ASU Manager to provide input to the process and policy improvements/changes within the Team;
  • Ensure these changes are successfully communicated and implemented within the Team;
  • Assist with the recruitment of new team members by working closely with the ASU Manager and HR Manager in planning the recruitment process as well as taking part in recruitment interviews;
  • Design, deliver and evaluate training programmes on a range of topics to new hires and existing team members;
  • Conduct case reviews with Team members to ensure cases are being managed to a high standard and provide appropriate coaching and feedback;
  • Present to senior management on the performance of the team on a regular basis;
  • Devise, implement and monitor existing control procedures with the outsourced Arrears Support Unit Team to ensure a strong control environment is maintained;
  • Provide analysis and reporting of performance to the ASU Manager;
  • Handle all Arrears Support Unit queries from team members and act as an escalation point for customer queries;
  • Contact and meet with arrears customers, as appropriate, to negotiate arrangements to recover the arrears;
  • Assist the Arrears Support Unit Manager in all projects relating to HML ASU;
  • This will include attending meetings with external parties both in Derry and Dublin;
  • Assist in ad hoc projects and tasks relating to the Arrears Support Unit;
  • Update ASU Procedures/Policy Manual.

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