Snr Intermediary Service Support Manager
Bristol, England, United Kingdom
Mortgage Intermediaries Leadership Team Member, with full responsibility for the day to day management of the Intermediaries Business Support function delivering a high-quality service to all partners and Brokers including responsibility for the Panel and Fees, Technical Helpdesk, MI Performance, and Business Change functionsKey Contributions• Business Start Up/B2B Systems: Lead SME in development, implementation, launch and enhancement of a Mortgage Application System including delivery of training to Intermediary Team resulting in significant reduction in time to submit a mortgage application and improved retention of mortgage book • Stakeholder Management: Successfully worked across business start-up programme and subsequent system upgrades across Exec Directors, PMO,, Change Consultants, CIO, Sabis IT, external Consultants to Business Partners supporting the business build• Release Management and Incident Management: Incident Management – member of Branch defect Bronze Team and Silver Team deputy. Successfully led a major Branch Release sharing Intermediary experiences with central Project Team - safely delivered the Release, saving significant FTE cost in Branch Testing. Implemented Incident comms plan for Snr Execs. Managed significant increase in calls to Intermediary Technical Helpdesk utilising same resource levels, triaging defects before escalating to central IT support whilst communicating with Sen. Executives. • Risk, BCP and Business Assurance: Performed strongly in terms of risk and controls across function reflected in successful BUCF Thematic Reviews and Control Testing. • Capability Development: Delegated Partner training of new B2B system to 4 Regional Champions. Talent development within Service Support Team resulted in 7 Partners being promoted to new role in one year- Partner Engagement Survey reflects consistent above average results• Digitalisation: Significant contribution in the scoping of Intermediary approach to connectivity.