Senior Manager – Hardship & Mortgage Collections
Core
Senior leadership support for the Head of Customer Assist, managing early arrears, hardship, and extra care customer matters to prevent account deterioration and ensure regulatory compliance.
Role type
Senior Manager, Customer Assist Division
Builds
Customer assistance outcomes, operational performance, and team capability within the Customer Assist division
Domain
Financial Services / Mortgage Lending / Collections
Deliverable
dashboards & analysis
Required skills
Strategic leadership, operational excellence, early arrears strategy, hardship assessment, risk management, stakeholder management, team coaching, data analysis, continuous improvement
Preferred skills
Decision making under pressure, complex case management, regulatory knowledge, cross-functional partnership
Technologies
None explicitly stated
Responsibilities
Delegate for the Head of Customer Assist providing senior leadership support and coverage; Develop and execute strategic direction and operating plans for the division; Drive operational excellence through workflow optimization and automation; Lead early arrears strategy and customer engagement; Lead hardship and extra care outcomes including assessment and decision making; Oversee complaints, quality assurance, and hindsight reviews; Monitor performance measures including roll rates, cure rates, and portfolio risks; Contribute to executive and Board reporting; Provide oversight of risk events, audits, and governance activities; Lead capability uplift through coaching and training
Seniority
Senior, hands-on IC with leadership coverage responsibilities
