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The Senior Manager Servicing and Collections will manage, lead and co-ordinate resources within the Servicing & Collections business area. Supporting and acting as deputy to the Head of Servicing and Collections, the prime objective of the role holder will be to ensure that established Masthaven mortgage customers are provided with a first-class service and are appropriately supported and managed if they experience financial difficultly during the lifetime of their loan.   The Senior Manager Servicing and Collections will lead and create an environment that encourages maximum operational and financial efficiency. They will be highly organised and structured and possess a leadership style that creates team focus, energy, commitment and engagement. The role holder will be an experienced people manager and experienced coach who encourages colleagues to improve and develop their performance and capability. Able to identify, coach and support colleagues who need to improve their performance, the Senior Manager Servicing and Collections will be a confident and competent communicator, who is able to motivate and inspire colleagues whether in a 1-to- 1 meeting or communicating effectively to the team as a whole. Calm in demeanour, the role holder will have well-developed skills in managing ambiguity and managing challenging stakeholders. Mandated to make budgetary and customer- related Servicing and Collections decisions in line with the relevant bank policies and risk appetite, the role holder will be required to play an active and material role supporting the Head of Servicing and Collections and in the creation of policy, process and the strategic direction of the function.   

The Application Support Senior Analyst is responsible for supporting the building, coaching, development of the team to deliver end-to-end support to our Business users and key business stakeholders, with particular focus on the core business applications operated by the Bank (primarily DPR for Savings and Lending but across other Bank systems too). By partnering with end-users, IT & technology groups and 3rd party systems suppliers (e.g. CSI and DPR), the Application Support Senior Analyst ensures all incidents are analyzed, resolved, and reported back within appropriate timeframes, and ensuring that the appropriate communications are generated where things are progressing in queues, etc. The Application Support Senior Analyst will perform several daily, regular Operations tasks as part of our “Run-the-bank” regular routines, procedures and “run-books”, including e.g. Product changes, daily checks on MI production, Pools, and other systems daily health-checks, etc.  This work will require some flexibility re time of day checking in collaboration with other team colleagues (e.g. some tasks may be early start of day or late end of day checking and validation). There will also be a requirement to support our IT department on their “out-of-hours” support rota so that we have someone on call 24/7 that is able to handle out-of-hours systems issues and incidents, liaising with 3rd party suppliers and internal Bank key stakeholders (it’s approx. 1 week in 6).