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Team Leader - Direct Mortgage Servicing

Kilkenny

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Think outside the box

We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Team Leader - Direct Mortgage Servicing

Kilkenny, Ireland | Permanent | Full time | Dec 8, 2022

Team Leader - Direct Mortgage Servicing

  • Kilkenny, Ireland
  • Full time
  • Closing on: Dec 8 2022

Description of Business Unit

Home Buying sits within Retail Ireland and is responsible for the development and implementation of the strategy for mortgage loans in the Republic of Ireland, to include all aspects of mortgage markets, risk profile, returns, costs, fulfilment, servicing and market positioning.

Purpose of the Role

Reporting to the Manager, this is a critical role accountable for leadership of a team of customer service and/or sales advisors, lead key performance metrics such as application / draw-down volumes, turn-around times, costs, continuous improvements and handle errors/complaints.

Key Accountabilities

  • Lead and mentor your team to improve their potential to achieve and exceed targets.
  • Ensure team are organised and supported to achieve customer service targets.
  • Deliver strong Credit Quality/Risk management within the team.
  • Engage with the Direct Home Buying management team and other key partners to ensure delivery of team's strategy.
  • Engage in partner management, working with teams both inside and outside of Home Buying.
  • Demonstrate a strong customer service ethos by ensuring the delivery of a top quality service by your team in tandem with achievement of Customer Satisfaction targets.
  • Identify development and training needs, ensuring timely goal setting and appraisal with IDPs in place for each team member.
  • Championing change and improvements across the Home Buying journey.
  • Positively support successful implementation of any change initiatives.
  • Ensure that all processes and procedures are operated as per BOI Group standards and legislative requirements.

What is the opportunity?

We are providing a great opportunity for a hardworking and self-motivated individual to lead a highly motivated and successful team of mortgage servicing!

You will also have an opportunity to build you career in an exciting and evolving area of the business.

Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our commitment to enabling colleagues to thrive means that depending on role type you can have choice and flexibility in where you work and live, subject to your role, customer needs and our requirements.

We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person collaboration, and a location where you can best perform your role.

Please note you must live in the jurisdiction for the business to which you are contracted.

Essential Qualifications

Individuals who hold APA Loans, Regulations and Investments will be accepted on the understanding that, if successful at interview, they will commit to attaining QFA within 18 months of being appointed to the role.

Essential Skills & Experience

  • Minimum of 2 years of experience in a telephony/operations customer service environment.

Desirable Qualifications, Skills & Experience

  • Experience in people management with excellent mentor skills.
  • Strong communication skills and attention to details.
  • Resilient and change orientated.
  • Good level of commercial awareness.

Key Competencies

  • Customer Focused - People Manager
  • One Group, one team - People Manager
  • Amplify Capability - People Manager
  • Manage Risk - People Manager
  • Agile - People Manager

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce. We offer reasonable accommodation at every stage of the application and interview process. If you require assistance, please contact recruitdirect@boi.com.

Learn about the Bank of Ireland Competency Model

Our Competency model gives clarity to all colleagues on what's needed to deliver success and to achieve our Purpose – to enable our customers, our colleagues and communities to thrive. The competencies form a core part of our assessment process in recruitment... Read more

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.

 

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