Head of Servicing London/Glasgow Up to 70k Are you an experienced, mortgage professional, seeking a new challenge where you can really shape the customer experience, overseeing the performance of their business from post offer to redemption. Our client, a niche mortgage lender is seeking a Head of Servicing to join their team. The role will include oversight of their completions process and primary servicing, as well special servicing, product transfers, drawdown requestions, porting/other variation requests and vulnerability reviews. This role is supported by the Mortgage Servicing Manager and their team, overseeing the activity completed in house, as well as managing their key service providers which include solicitors, specialist mortgage servicing providers and asset managers. Key duties of the Head of Servicing will include: Working with the Mortgage Servicing Manager, design and implement best in class operational processes which deliver excellent and efficient customer service whilst placing the needs of the customer at the centre of everything we do. Ensure seamless hand off between in-house teams and external parties. For processes managed by our inhouse team, ensure that processes are documented and supported by systems and process, KPIs and SLAs are established, and effective QA is in place. Ensure resourcing is appropriate for the activity undertaken and develop a resourcing model to ensure resourcing remains appropriate for forecast volumes. Work closely w