Rob Wright Email & Phone Number

Solihull, West Midlands, Gb

London, Gb

Responsibilities includeLeading a multi-disciplined team of c300 FTE for the savings and mortgage business covering; product sales, broker support, underwriting, processing, customer services (Call Centres and Back Office Operations),collections, litigation and asset management. Attending key committees; Mortgage Product Board, Non-Financial Risk Committee, Retail Credit Committee, Financial Crime Committee and chair of Treating Customers Fairly committee. Capacity planning and resourcing of back office and call centres ensuring service levels are achievedOwnership and management of P&L, building long and medium term business plans.Managing and owning all mortgage lending policies, processes and system changes, utilising lean/six sigma to enhance process and customer experience.Performance and management of 3rd party relationships, including Credit Reference Agencies, Valuers, Legal Partners, Asset Managers and Field Agents (Debt Counselling).Chair of the Mortgage Employee Engagement Forum, addressing and driving change impacting the team.Key achievementsIndustry leading customer satisfaction and Net Promoter Scores, demonstrating ability to consistently exceed new and existing customer expectations.Building and maintaining an award winning proposition, including ‘Best Online Lender’ and ‘Best Remortgage Lender’ as well as winning numerous other mortgage related awards.Increased annual net lending to £3bn in 2011 – a 300% increase on the previous year, whilst maintaining excellent turnaround times and customer satisfaction.Created a very successful mortgage collections and pre delinquency team, maintaining exceptionally low arrears levels in a challenging economic environment.Successful pilot and subsequent launch of intermediary distribution channel which now represents approx. 50% of all lending.Created fully multi skilled teams to assist management of ‘peaks and troughs’ ensuring customer expectations were always met.

Peterborough, England, Gb

Us

Working for Capstone Mortgage Services

London, Gb

Worked for Vertex Mortgage Services

Zurich, Zurich, Ch