Mortgage Payment Support Manager

As a Mortgage Payment Support Manager, you’ll play a pivotal role in shaping the future of our Mortgage Payment Support function, leading a high-performing team to deliver exceptional customer outcomes. We offer a collaborative environment, opportunities for growth, and the chance to make a real impact.

About the role:

You will lead and inspire agile customer outcome delivery across residential, commercial, and buy-to-let mortgagesfrom pre-arrears through to recoveries. You will coach and develop leadership capability, driving performance, customer outcomes, change and engagement while ensuring adherence to regulatory conduct rules, Group risk appetite, and industry best practice standards.

· Oversee operational performance of Collections and Recoveries to maximise customer outcomes.

· Apply Mortgage Collections and Recoveries policy consistently across the operation.

· Provide oversight of mandate holders for loss agreements related to arrears and post-repossession shortfalls.

· Lead, coach, and empower leaders and teams to build capability, resilience, and productivity.

· Drive engagement by bringing the organisation’s strategy and purpose to life for colleagues.

· Foster a culture of continuous improvement and innovation, embracing new technology and solutions.

· Ensure effective prioritisation and organisation of workloads to meet key deliverables.

· Assess competence in line with T&C schemes and provide coaching to unlock potential.

· Contribute to shaping future strategy and operational effectiveness.

· Maintain strong internal and external relationships to deliver commercial and customer priorities.

· Uphold regulatory, legal, and risk management responsibilities.

About You:

· Significant experience leading large operational teams and developing leaders.

· Expertise in mortgage collections and recoveries from pre-arrears through to recoveries.

· Proven ability to lead through change and ambiguity, driving continuous improvement.

· Strong understanding of financial services, regulatory environment, and risk management.

· Commercial acumen with ability to translate strategic priorities into operational plans.

· Excellent stakeholder management and communication skills.

· Evidence of professional learning and development.

About us:

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.

Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

Ready to apply?

If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.

Want more information?

If you have any questions about this role, please contact Rachel Ellis at rellis@ybs.co.uk