US Head of Agency and Loan Servicing Operations

Role Title: US Head ofAgency and Loan Servicing Operations
Location: Whippany
What will you be doing
•The role holder will be a senior partner in the Global Wholesale Lending Servicing leadership team influencing the strategy of scaling, enhancing the capabilities and service delivery in support of the numerous businesses active in Wholesale Lending. The role holder will execute these plans to meet the needs of the businesses at the right service level and cost, while driving a culture of service excellence.
•The role holder will lead the further maturing of the service framework and consumption model for EMEA & APAC Loan Servicing.
•The role holder has functional responsibility to own, direct and run the in-life Servicing teams across EMEA and APAC regions, within Wholesale Lending Operations - Loan Servicing.This will span BI and BUK SME clients across multiple locations; and diverse segments (Corporate Bank, Investment Bank, Private Bank)
•The role holder will be accountable for their team's performance across all elements of in-life Servicing and will ensure that the appropriate risk controls and operating procedures are in place, so that all required internal, external, regulatory and governance standards are maintained; working collaboratively with the wider businesses to ensure consistency and share Best Practices.
Key Accountabilities
•The role holder will lead EMEA and APAC Loan Servicing functions across multiple sites in the UK, India and Singapore and will have responsibility for the day-to-day oversight and escalation management of EMEA and APAC Loan Servicing; circa 100 plus FTE.
•The role holder will be accountable for their Business Continuity Planning to build real time resilience as required and appropriate, to prevent service disruption and business failure.
•The role holder will be accountable for the Business performance of their teams, ensuring SLAs/KPIs/KRIs are defined, monitored, met and robustly reported.
•The role holder will manage and lead, where required, crisis escalations on behalf of the department and relevant system users and need to invoke situation workarounds.
•The role holder will be accountable for defining and executing strategies across their locations to drive efficiencies, "best in class" Loan Servicing and excellent customer experience.
•The role holder will be responsible for leading the team as well as leading the Colleague Engagement and Citizenship agenda across those teams.
•The role holder will be accountable for the team's adherence to procedures and risk standards.
What we're looking for
•Strong leadership capability to drive change and BAU strategy, efficiency and improved performance solutions and standards both internally and externally.
•Proven experience of managing operational processes and leading teams.
•Excellent problem-solving skills and an ability to think both critically and creatively and identify innovative solutions; as well as drive creativity fromothers.
•Strong performance management & coaching skills.
•Excellent communication and experienced stakeholder management skills at all levels; MD/D/VP.
Skills that will help you in your role
•Working understanding of the Wholesale Lending market and products
•Understanding of Lean and Agile methodology
•Excellent operational and analytical skills