Service Manager (Community Care)

About us Belmont Green provide mortgage solutions operating through its “Vida Homeloans” brand for Buy to Let (BTL) and residential borrowers (ROO) who find themselves underserved elsewhere. Our borrowers range from Buy to Let investors, to the self-employed and customers with multiple jobs. Our business model and strategy are underpinned by our core purpose to ‘ Help More People Find a Place to call Home’ . We are here to help the under-served, especially those with more nuanced personal circumstances or borrowing needs who are not able to access a mortgage from a mainstream mortgage lender. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring underwriting expertise to solve complex customer problems. As a business with an aspiration to become a bank and grow over the coming years, we recognise the importance of having a clearly articulated culture strategy and the need to actively manage how it embeds in the business together with the behaviours which exemplify it. As a recognised Best Companies Top 100 mid-sized company to work for in the UK and a finalist at the Financial Reporter Women’s Recognition Awards, we take pride in our diverse workforce, championing both ethic and gender diversity through our EDI commitments. Having met the target set by being a member of the HM Treasury Women in Finance Charter we have 50% of senior management roles filled by women. With offices in Egham, London, and Skipton, we bring our teams together regularly to collaborate and empower our colleagues to have more choice around when and where they work on the days they are not in the office, with colleagues working remotely in various locations across the UK. We are proud to have built a culture founded on an ethos of caring, and that sits at the heart of our Vida Values, driving the way we run our business, support our customers and other stakeholders on a daily basis. We genuinely care about delivering the right outcomes for all of our stakeholders who we consider through the cultural framework as our customers, colleagues, company and communities that we operate in. We embrace a diversity of backgrounds and experiences in our people, in the deeply held belief that better outcomes are achieved for customers when our colleagues are better placed to empathise with and understand their unique circumstances. From application to interview, we place inclusion at the heart of all we do. Support the management and oversight of our outsourced provider of savings administration services, ensuring delivery of a high-quality customer journey and good customer outcomes. Management and Oversight of Outsourced Provider: Support the delivery of high-quality operational performance. Identify opportunities to improve service delivery. Work within, help develop and refine operating and governance framework. Measure customer outcomes through feedback, quality assurance and thematic reviews to inform product design and governance. Work with the Complaints function to conduct root cause analysis of customer complaints and feedback to evidence learning. Carry out quality assurance on outsourced provider to ensure operational standards are met and identify improvements needed. Support development and implementation of the Retail Savings strategy to deliver business plan objectives and strategic priorities. Make changes to the Retail Savings proposition, reflecting emerging themes and best practice in the savings market including an understanding of the competitive and regulatory environment. Work on several projects in parallel with appropriate prioritisation applied. Risk Management: Administer risk management framework relating to conduct and operational issues for savings. Document identified risks, monitor resultant actions and control effectiveness. Provide a 1st line control function, working closely with second and third-line assurance functions to evidence that oversight, management actions and controls are effective. Maintain an understanding of relevant compliance and regulatory issues. Proven track record of working in a Commercial and/ or Operational function in the UK Financial Services industry, preferably within Retail Savings Proven ability to work on own initiative, solving problems where necessary, but ensuring collaborative approach to deliver high quality operational performance and customer journey We look for these qualities when hiring new talent into the organisation, and they underpin our approach to personal development and performance management for all our people. At the heart of this is the fact we care about our Customers, Our Colleagues and our Communities. Dynamic - We are flexible and fast, cutting through complexity and never accepting second best We offer a comprehensive benefits package to support our employees’ professional and personal needs.