Role Purpose

The Head of Servicing is responsible for the strategic leadership, growth and day‑to‑day operation of Birmingham Bank’s mortgage servicing function. This is a hands‑on role that combines operational delivery with leadership, oversight and build clear processes and controls that can grow as we grow.

The role will initially manage a small team of one, with clear intention to expand the function as the business grows. The Head of Servicing ensures the mortgage portfolio is serviced in line with regulatory requirements, Consumer Duty expectations, Bank policy and high standards of customer experience. Portfolio reporting is a crucial element of the role. The role works closely with the Chief Operating Officer and Head of Credit Risk to make sure our servicing operations support careful portfolio risk management, data integrity and strong customer outcomes.

This is a chance to shape how servicing works at Birmingham Bank. You will build a function that supports customers clearly and fairly, while helping the Bank grow safely.

Key Responsibilities

Leadership and Function Build‑out

Lead, develop and mentor a small Servicing team, starting with one direct report, with responsibility for enhancing team capability and performance as the Bank evolves.

Design and embed standard operating procedures, controls, key performance indicators and service standards across the servicing lifecycle.
Own the Servicing roadmap, driving continuous improvement, process efficiency, automation opportunities and customer‑outcome enhancements.
Collaborate closely with internal stakeholders to ensure the Servicing function is ready to support our future growth plans.

Operational Portfolio Management

Oversee day-to-day mortgage servicing activity, ensuring accurate account maintenance, timely processing of payments, security registration or release, and management of redemption activity. In addition, manage and service the Bank’s legacy asset management loans, maintaining the same standards of accuracy, compliance, and customer focus across these portfolios.

Make sure customer communications, including redemption statements, annual statements and tariff documentation, are delivered accurately and in line with policy and regulation.
Maintain oversight of covenant and scheduled servicing milestones, ensuring any exceptions are identified, recorded and escalated appropriately.
Provide hands‑on operational support during peak demand, system changes or complex customer cases.

Customer Contact and Outcomes

Lead the management of customer queries, ensuring high‑quality service, clear communication and support for vulnerable customers, including under the Breathing Space statutory debt respite scheme.
Oversee early‑stage arrears processes, ensuring proactive engagement with borrowers, agreement of sustainable repayment plans and careful assessment of affordability.
Ensure all servicing activity prioritises fair customer outcomes in alignment with Consumer Duty obligations.
You will look for smarter, simpler ways to serve customers, using data and automation where it adds value.

Arrears, Forbearance and Risk Management

Oversee the evaluation and approval of payment arrangements, loan modifications and forbearance requests, ensuring affordability, policy alignment and sound risk management.
Monitor arrears trends, operational risks and account conduct, ensuring all risk indicators and exceptions are escalated promptly and actions are fully documented.
Maintain oversight of third‑party agents and receivers, ensuring their instructions, performance and conduct do not introduce undue risk.

Management Information and Reporting

Design, maintain and deliver management information covering arrears, portfolio performance, operational activity, emerging risks and customer outcomes.
Provide commentary, insights and servicing data to support committee reporting, audits, regulatory submissions and assurance reviews.
Contribute to stress‑testing exercises by supplying accurate data and operational insight.

Control Environment and Governance

Maintain a strong control environment supported by reconciliations, workflow oversight, audit trails and robust documentation.
Make sure we follow to policies, regulatory standards and good practice across all servicing activity.
Identify opportunities to strengthen risk frameworks and operational controls as the Bank expands.

Skills, Experience and Attributes

Strong experience in UK mortgage servicing, portfolio operations or credit risk. Buy-to-let experience is helpful .Strong understanding of mortgage operations, early‑stage arrears, customer vulnerability considerations and regulatory expectations.
Prior experience with Mambu beneficial.
Ability to build and lead a team, with experience scaling operational functions desirable.
Excellent communication skills, particularly in handling sensitive or complex customer needs.
Strong analytical capability, with experience interpreting data, identifying trends and using insights to inform decision‑making.
Clear track record of delivering positive customer outcomes and maintaining high operational standards.
Ability to collaborate effectively with Credit Risk, Compliance, Product, Data and wider Operations teams.

Reporting Line

Reports to: Chief Operating Officer
Works closely with: Head of Credit Risk, Operations, Lending, Compliance, Data and Product teams

Why Join Birmingham Bank?

We are building banking differently. As a growing bank, we are creating savings and mortgage products powered by technology that makes banking simpler and more intuitive. We combine human expertise with innovative tools to unlock opportunity — for our customers and for our colleagues. When you join us, you’ll find:
Room to grow – We are in a high-growth phase, and we grow together. You’ll have real opportunities to shape your team, influence change and develop your leadership career.
Your voice heard – We value people who think differently. If you see a better way to do something, we want to hear it.
Clarity and connection – We believe in straight-talking communication, open feedback and clearly defined goals.
A culture with purpose – Everything we do is focused on improving financial opportunity and making banking easier, not harder. At Birmingham Bank, your work matters. The way your team supports customers will directly shape how people experience our brand. If you’re ready to lead, improve and make a meaningful impact, we’d love to hear from you.

Our Values

We are guided by four core principles:
Clarity – We keep things simple and transparent.
Empowerment – We help customers and colleagues achieve their ambitions.
Progressive – We challenge convention and look for better ways forward.
Excellence – We hold ourselves accountable and aim for outstanding outcomes.

Notes

Contract Type: This is a six-month fixed-term contract

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