Post Offer, Completions and Servicing Team Manager

You’ll be playing a key role in supporting StrideUp to achieve its growth ambitions by working with the Head of Operations, and other key stakeholders, to take responsibility for our home finance customers across post-offer, completions and servicing activities.

This is a new role within the Operations function, and the POCS Team Manager will be developing, streamlining and automating internal processes to better focus resources on achieving good customer interactions and outcomes alongside StrideUp’s strategic objectives.  

Being an expert in servicing delivery within a regulated mortgage environment is a key skill of this role holder, as the role is instrumental in managing servicing of existing customers in a fast-growing portfolio.  During this task, and beyond, the POCS will be working with the Head of Operations and the engineering teams, as well as other key stakeholders across the whole of the business, to deliver market-leading customer experiences in this area. 

The POCS Team Manager will enable all post offer team members to nurture the post offer pipeline to deliver completions with best in class customer service, the highest degree of data accuracy, and strict compliance with legal and funding requirements. 

Mitigating any risk through regular first line quality assurance checks, timely feedback to the post offer team and setting development plans as necessary. Liaising with the Head of Operations in respect of any development needs etc. 

Key reporting to the Head of Operations in respect of all productivity, pipelines and flagging any bottlenecks that would equate to StrideUp not achieving the business levels and targets required to succeed.

Raise requests to the Head of Operations on potential changes to process and systems with a view to improving customer and internal journeys.

People leadership and collaboration with all areas of the business is also a key aspect of the role, with accountability to develop, embed and sustain a strong culture within the Post Offer, Completions and Servicing Function. Instilling high performance and collaborative working practices, including positive behaviours and values.

The role holder will work in a pressured environment with conflicting demands and the expectation is that the Post Offer, Completions and Servicing Team Manager can complete all relevant day to day tasks in the successful delivery of the function requirements.

Leadership and stakeholder relations:

• Provide coaching and technical support to the team, supporting their ongoing development. Organise and lead regular levelling sessions to give consistent answers to any questions or queries raised from all business areas. 
• Keep transactions on track for targeted completion dates 
• Lead by example - demonstrating a can-do attitude
• Confident managing own and others’ workload
• Monitor core service delivery by designing and tracking completions KPIs 
• Ensure an understanding of the Consumer Duty and the requirements are complied with and most importantly, how this is integrated within the Post Offer and Completions function 
• Partnering with stakeholders to provide customers and intermediaries/brokers with best in class Post Offer experience.
• Providing a point of escalation for the wider business
• Maintain strong working relationships with all panel solicitors and StrideUp’s own solicitor, providing data and MI in relation to service levels within these areas 

Post Offer, Completions and Servicing Function Management

• Deliver market leading customer experience across Post Offer, Completions and Servicing areas, by driving high performance in the team and excellence in operational standards.
• Be StrideUp’s subject matter expert across these areas, working with engineering and project teams to implement change and upgrade of processes, systems and controls. The role offers scope for significant input, including bringing in-house some activities that are currently outsourced.
• Timely and effective escalation to the Head of Operations in respect of all productivity, pipelines and flagging any bottlenecks that would equate to StrideUp not achieving the business levels and targets required to succeed.
• Ensure development of the team by motivating and building the team's skill sets ensuring good succession planning and quality.
• Demonstrate a hands-on approach and lead by example - understanding that all team members need the ability and attitude to roll up their sleeves in StrideUp’s fast-moving, customer focussed culture
• POCS Team Manager will manage the Post Offer Guidelines and process maps and if necessary, create relevant documentation to demonstrate the tasks involved.  Reviewing all documents on a regular basis to ensure the guidance meets the relevant policy requirements. All changes and archived models to be clearly marked and filed and liaise with the Head of Operations to ensure understanding.
• POCS Team Manager will own the Servicing Guidelines and process maps in the same manner as the Post Offer Guidelines.
• Promptly and accurately answering all solicitor, funder or customer queries. Communication can be either via email, intercom or telephone
• Ensure that all offer conditions are satisfied to the requirement of either the underwriter, the solicitor or StrideUp as appropriate.
• Ensure that all documentation is completed to the required standard before requesting / disbursing funds 
• Liaising with Finance to arrange funds drawdown in advance of the required funding date 
• Maintain a professional and respectful demeanour when addressing stakeholders and tailor communication to suit the individual needs of the recipient to ensure they feel valued and understood

People Leadership

• Lead the team by example. This includes demonstrating the right behaviours, attitude, approachability, openness and having a can-do attitude
• Not being afraid to say No
• Regular 1 to 1’s with all team members and end of year reviews.  These will include performance monitoring and objective reviews
• Having an awareness of the wider team, business needs and targets when team members request annual leave/time off
• Lead regular levelling sessions to ensure consistency, but also encourage all team members to take ownership of a training/levelling session where they can share their knowledge and expertise
• Empower all team members to own their career goals by reviewing their aspirations, creating a bespoke path to enable their goals to be achieved.  Utilising development plans and other tools to provide a clear roadmap.  Acknowledging that one size does not fit all
• Strong relationship building skills (particularly with key stakeholders and third party companies)
• Effectively challenge if improvements or change are required by presenting facts to the Head of Operations, and document suggested solutions to potential issues within the Underwriting or wider functions

Risk, Compliance and Governance

• Complete QA checks in line with the T and C scheme (1st Line) and report any concerns to the Head of Operations.  This will be across Post Offer/Completions and the Servicing function

• Past experienced and detailed knowledge of regulated mortgage servicing 
• Previous experience in  legal conveyancing and/or mortgage completions 
• Previous experience of managing a team of Post Offer members within a regulated financial services business at a management level, from trainees to Seniors alike
• Clear communication skills
• Calm
• Can-do attitude
• Prioritisation of tasks
• Open and approachable
• Passionate to deliver the best possible outcome for all customers
• Knowledgeable
• Self-aware (humble)  
• Resilient
• Trustworthy
• Enthusiasm, and passion for improvement

• Up to £65,000 base salary, depending on experience
• Exposure to several areas of a fast-growing business and space to grow and develop
• 25 days annual holiday
• 3% pension contribution
• Monthly socials
• Central London location (this is a hybrid role with an expectation of a minimum of 1 day per month in the office, however during the initial onboarding, availability will be expected to satisfy any business requirements)
• Friendly and informal startup environment with a focus on performance and impact