Mortgage & Savings Account Manager

Job Description

Location:

Progressive Bldg Soc, Progressive House, 33-37 Wellington Place

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.

This role will involve full management of the Society’s 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 Society’s mortgage and savings processes within the team. This will involve ensuring adequate operational resilience is in place and the Society’s risks and controls are effectively managed.

You will be responsible for ensuring the team provides a high-quality customer experience.

• Oversee, monitor, and manage daily operations for the Society’s 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 Society’s documentation, up to date policies and procedures, accuracy etc).
• Adhere to the Society’s procedures and policies, and achieve Team KPIs.
• Recruit, train, mentor, and develop the Society’s 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 Society’s 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 Society’s 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 Society’s strategic goals by working closely with Society Senior Management Team.

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.

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. 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…