Vice President
22 hours ago
City of London
Hi, Vice President (VP) – UK Mortgage Servicing & Equity Release Operations FTE London, UK Hybrid Department UK Mortgage Servicing Operations / Global Delivery Reports To Senior Vice President / Head of Mortgage Operations / Global Delivery Leader Job Summary The Vice President – UK Mortgage Servicing will provide executive leadership to large-scale offshore/onshore delivery teams supporting UK mortgage and Equity Release portfolios. This role owns end-to-end operational governance, regulatory compliance, client partnership, and transformation initiatives across performing servicing, arrears management, and specialist products such as Lifetime Mortgages (Equity Release). The VP will act as a strategic partner to UK lenders, transforming servicing operations through digitization, cost optimisation, and regulatory excellence while ensuring superior customer outcomes and strong risk management. Key Responsibilities Executive & Strategic Leadership • Provide overall leadership and strategic direction for UK Mortgage Servicing operations, including Performing Servicing, Arrears & Collections, Forbearance, Litigation, and Equity Release servicing., • Own the end-to-end operating model across service lines, ensuring scalable, resilient, and compliant delivery., • Translate client and regulatory expectations into executable operational strategies and delivery roadmaps., • Drive enterprise-level governance through executive dashboards, scorecards, operating forums, and risk committees., • Lead complex commercial discussions with UK lenders, product owners, and board-level stakeholders., • Oversee capacity planning, demand forecasting, workforce strategy, and financial performance for large delivery units. UK Mortgage & Equity Release Operations Oversight • Provide subject-matter leadership across key UK mortgage processes including: o Mortgage onboarding, payment administration, interest rate changes, escrow equivalents (insurance/taxes if applicable) o Arrears management, collections, forbearance, payment arrangements o Possession management, litigation liaison, property sale and post-completion activities • Ensure effective servicing of Equity Release / Lifetime Mortgage products, including: o Interest roll-up calculations o Drawdown management o Customer lifecycle events (downsizing, partial repayments, death notifications) o Redemptions, property sale coordination, and estate handling • Ensure Fair Customer Outcomes across vulnerable customers and later-life lending portfolios. Client, Regulatory & Stakeholder Management • Serve as the senior offshore/onshore executive contact for UK clients., • Lead Executive Business Reviews, QBRs, and strategic planning discussions., • Proactively manage risks, escalations, and regulatory concerns with clear mitigation strategies., • Partner with internal stakeholders across Risk, Compliance, Legal, Technology, HR, and Finance., • Support regulator interactions, client audits, due diligence, and third-party oversight requirements. Compliance, Risk & Governance • Ensure full compliance with UK mortgage regulatory frameworks, including: o FCA Handbook, Mortgage Conduct of Business (MCOB) o Consumer Duty requirements o Treating Customers Fairly (TCF) o Vulnerable customer guidance • Drive strong first-line risk ownership, quality assurance, and audit readiness., • Oversee remediation programs, control enhancements, and root-cause analysis., • Support internal and external audits (FCA reviews, client audits, ISO, SOC/SOX where applicable). People Leadership & Talent Development • Lead senior managers, senior operations leaders, and functional heads across UK mortgage operations., • Build a high-performing leadership bench through structured coaching, succession planning, and capability development., • Partner with HR on hiring strategy, talent retention, leadership development, and employee engagement., • Embed a strong culture of accountability, performance management, and continuous feedback., • Champion learning initiatives on UK regulations, Equity Release complexity, and customer vulnerability. Transformation, Change & Continuous Improvement • Sponsor and lead large-scale transformation programs, including: o Digital servicing o Workflow automation / RPA o Data analytics and MI modernisation • Drive Lean / Six Sigma and cost optimisation initiatives across operations., • Lead new client transitions, product launches, and portfolio migrations., • Ensure robust SOP governance, documentation standards, and knowledge management., • Present data-backed recommendations to executive leadership for operational and strategic improvements. Qualifications • Graduate / Postgraduate in Business, Finance, Economics, or a related discipline., • 12–18+ years of experience in UK mortgage servicing, with 7–10+ years in senior leadership roles., • Strong knowledge of UK Mortgage products, including Equity Release / Lifetime Mortgages., • Proven track record managing large-scale, regulated operations in offshore or global delivery models., • Experience working with UK lenders, building societies, or third-party mortgage servicers., • Exposure to mortgage servicing platforms or core banking systems (UK-focused platforms preferred). Key Competencies • Executive presence with strong strategic vision, • Deep understanding of UK mortgage regulation and customer outcomes, • Strong Equity Release product awareness and later-life lending risks, • Proven client partnership and commercial acumen, • Strong governance, risk, and compliance mindset, • Data-driven decision making with advanced MIS and reporting skills, • Excellent communication and board-level presentation capabilities Change leadership and transformation expertise