Job Description
Head of Bank Outsourcing Agency support not required for this role About Pepper Ireland:Pepper Advantage Ireland has been instrumental in helping Irish individuals, businesses and investors navigate their financial journey since 2012. We manage over €30bn worth of assets and have a skilled team of more than 600 people across Dublin and Shannon. We’re here to service loans and mortgages which includes processing loan payments and when needed, working with customers to resolve late payments or assist with financial difficulties. As part of the international Pepper Advantage Group, we combine local knowledge with global expertise. With operations across the UK, Europe and South East Asia, we employ over 3,500 people and have over €40bn in assets under management. About this Role:The Head of Bank Outsourcing has overall responsibility for leading the ‘Sun’ (PTSB) Servicing Team. The team is responsible for servicing the portfolio of loans, previously with Ulster Bank, for which PTSB are now the Legal Title Owner. The value of the portfolio is in excess of €5bn and represents the first significant outsourcing of mortgage loan servicing for PTSB. As such the role involves working closely with PTSB Management and their Governance Team, with the key objective to ensure Pepper deliver on contractual service levels while maintaining regulatory, legislative, and client operational standards. Location: Shannon Key Responsibilities: Strategic Client Management Work with PTSB (PGO Management Team) to ensure full understanding and implementation of the Bank’s servicing requirements for the portfolio as contractually agreed. Ensure a positive and supportive working relationship across key Bank contacts and the Pepper team, dealing with any issues and/or concerns as they arise to resolve in a professional and transparent way. Ensure communications to Client, from ad-hoc requests for information through to formal reports, are delivered timely and to high standard. Pro-actively support and facilitate PTSB’s audits of Pepper as servicer, including monthly testing of operational performance and regular PTSB Group Audits conducted. Build and maintain a strong stakeholder relationship, ensure Pepper’s interests are also protected and always considered. Work with PTSB on any review or amendment of contractual agreements, including service levels, ensuring any changes are mutually agreed and achievable. Ensure the provision of information to the Client as outlined in their agreed Annual Schedule of Events that cover Operational Performance, Value Management and Risk Management. Work with Pepper IT, Finance and Risk, to ensure information is provided in the requested timeframe. Support Pepper Finance in the monthly invoicing process, ensuring any operational queries are resolved in a timely manner, engaging with PTSB as required. Liaise closely with Pepper functions- including IT, Change, Finance, Operational Risk, Compliance - to ensure any issues or matters requiring their engagement or participation in resolution are effectively addressed and responded to. Lead the Pepper Team in the Monthly OPCom/Supplier Relationship Management (SRM) to ensure the information presented accurately reflects operational performance. In addition, to ensure the opportunity is availed of to discuss items of importance either for the Client or Pepper. Operational Performance Achieve the monthly SLA’s as detailed in Schedule 2 of the Servicing Contract. Develop and implement action plans where required on any trending SLA fails, share with PTSB, and monitor the effectiveness of same. Ensure the servicing team are adequately and appropriately trained & skilled to deliver the client and regulatory requirements on a consistent basis. Ensure the quality assurance process comprehensively covers all key processes. Furthermore, that it facilitates the tracking and monitoring of corrective actions to close any gaps in servicing identified. Ensure signed off SOP’s reflect agreed processes and are followed by the teams. Regularly assess capacity and resourcing for the Pepper (Sun) team to ensure it is maintained at the level required the support portfolio, addressing any identified shortfall in a timely manner through the approved recruitment process. Customer Experience Ensure a culture of consumer protection and fair treatment of customers is actively promoted and embedded in the team. Maintain an awareness with team members of the requirement to service customers empathically, particularly for vulnerable customers. Develop and promote a strong focus on continuous improvement within the team, proactively reviewing processes and customer communications to drive service excellence. Compliance and Risk Management In servicing the portfolio, manage operational risk for both the Client and Pepper, ensuring ongoing compliance to agreed policy, quality, and operational standards. Work collaboratively with PTSB and Pepper’s Compliance & Operational Risk to ensure risk is managed effectively, with controls to mitigate risk reviewed at a minimum of an annual basis, or as required in the event of issues/risk events raised. Ensure the team at all times work within regulatory standards and legislative requirements as they apply to residential mortgage servicing. Ensure the effective management of Risk Events/Errors on behalf of the Client, working closely with Pepper enabling functions if required to expedite resolution. Ensure all team members complete Pepper’s Compliance Training and Assessments to the assigned schedule. Leadership & Team Development Develop and lead the team to deliver a best-in-class service by providing guidance and direction, regularly reviewing work outputs, setting clear goals and improvement targets. Ensure throughout the team an effective process of individual performance appraisal is embedded. Analysis & Reporting Ensure Client requirements in relation to MI on the performance and effectiveness of the Servicing team is in place and reviewed as required. Ensure that all reports are completed accurately and within the appropriate timeframe Prepare updates as required for ExCo, Board and CBI Project/Change Management Proactively support the delivery of key projects as they arise, either client or Pepper led. Work with Pepper IT/Change and PTSB to support the delivery of Change Requests as required. Ensure Operations are adequately represented in both internal and external meetings where Change Requests are reviewed or discussed, to ensure consideration of any operational impact. Skills & Experience Relevant Business degree or equivalent qualification QFA Qualification Previous leadership experience managing large scale portfolio on-boarding in a regulated environment Expert in client management Significant experience in customer focused leadership roles Project Management (desirable) Key Performance Indicators Portfolio performance Conduct Risk KRIs Consumer Protection Metrics Monthly dashboards & Ops KPI’s Success is measured through legislative compliance, customer satisfaction surveys and feedback, SLA, and process compliance Maintenance of the GRC system Quality Assurance and Operational risk review results As measured by team results against individual and group goals Quality Improvement Relevance, Accuracy and Timeliness of reports and analysis Competencies Risk and IT Knowledge Analytical Thinking Influencing, Persuasion & Negotiation Skills Judgement & Decision Making Leadership Strategic Thinking Team Working Regulatory Requirements for this RoleFitness & Probity Please note that this role is a Fitness and Probity Standards Impacted role and has been classified as a Controlled Function (CF). This has been designated a CF2 Role as described below. CF2 Ensuring, controlling or monitoring compliance by a regulated financial service provider with its relevant obligations. You will be required to agree to abide by the Fitness & Probity Standards and complete all required due diligence checks. IAF: Conduct Standards Please note the Common Conduct Standards apply to this role. These impose a set of conduct obligations on individuals carrying out CFs within Pepper. These standards are prescribed in the Individual Accountability Framework and subject to regulatory reporting for non-compliance. The standards are:Acting with honesty and integrity.Acting with due, skill, care, and diligence.Cooperating in good faith and without delay with the Central Bank and other relevant regulatory authorities.Acting in the best interests of customers and treating them fairly and professionally; andOperating in compliance with standards of market conduct and trading venue rules. Pepper is an equal opportunity employer. Role Profiles are subject to change in line with business needs. For more information on this role please email recruitment@peppergroup.ie Job Types: Full-time, Permanent Additional pay: Yearly bonus Benefits: Company events Company pension Employee assistance program On-site parking Private medical insurance Wellness program Schedule: Monday to Friday No weekends Work Location: Hybrid remote in CO. Clare, CO. Clare #J-18808-Ljbffr