Servicing Manager – Client Management Unit

Purpose of the Job:

We are looking for an experienced professional to join our CMU team as a Service Manager within the Tasman portfolio, a performing Residential Primary dwelling & BTL Tracker portfolio. Reporting to the Head of CMU. In this role you will support oversight of performance on the mandate’s contractual obligations.

How You’ll Make an Impact

To ensure a best-in-class experience for the customers within the Tasman portfolio through:

• Supporting head of CMU to deliver effective Oversight of the Mars performance on the mandate’s contractual obligations.
• Ensuring that all aspects of Mars Servicing Obligations are maintained in line with the Master Servicing Agreement. Negotiating SLAs, KPIs and Service Credit agreements
• Maintain a positive and proactive relationship with the Client, dealing effectively with client queries, investigations and escalations.
• Oversee the delivery of optimisation initiatives in respect of our Servicing and internal/client-facing Reporting obligations per the contract, engaging effectively with the operational teams to deliver servicing excellence and return on equity.
• Delegate for the Head of CMU where required, maintaining CMU presence with the client and representation at governance forums (JCCRAF, Service Delivery Forum etc).
• Support identification and execution of opportunities to drive efficiencies within CMU and the wider mandate.
• Reviewing and embedding SLA/KPI performance and any associated trends and opportunities
• Support CMU team in carrying out periodic reviews of contractual obligations, Client policy changes and procedural change governance.
• Liaise with the client in relation to query management, resolving issues, and monitoring performance.
• Involvement with ad-hoc projects, transformation initiatives and bids for new business as required.
• As required, preparing presentations, designing process workflows, process maps and controls.

• Managing Service Level Agreements
• Change management experience.
• Client Management experience.
• Bank Outsourcing experience.
• Analytical Thinking.
• Communication and Interpersonal Skills.
• Influencing/Persuasion & Negotiation skills.
• Problem solving

D&I statement