Head of Shared Services

Job Overview

Our client is seeking to hire a strong Head of Shared Services to join their growing senior team in Shannon on a permanent basis.


This Back Office Support function centralises and executes administration and support activities including processes surrounding the administration of the mortgage print & post, letters and documentation. Reporting to the Head of Primary Servicing this role's varied responsibilities will include vendor management, process improvement projects and management of the Back Office Support function to support operational teams in delivering key performance indicators, service levels, and a high standard of customer experience.


Key Responsibilities:
Back Office Function Management & Team Development
Monitor KPI's to ensure Service Level Agreements are met
Successfully lead the team towards achieving the goals of the department
Ensure the ongoing and appropriate development of staff to enable them to achieve their full potential
Create and maintain a positive culture within the group
Optimise the allocation and flow of work, balancing workloads and employee resources as far as possible.
Monitor and present clear and concise data on output and performance
Collaborate with the business on strategic and new opportunities.
Develop and manage KPIs and KRIs to ensure effective running of the department.
Ensure that systems, procedures and controls are in place both to achieve quality operational standards and ensure compliance with regulations.
Ensure Standard Operating Procedures are in place and updated for all Back-Office processes
Cultivate and maintain strong positive working relationships with peers, management, and customers


Skills and Experience:
Relevant Third Level Qualification
Financial Services Regulation Knowledge
Experience in Mortgage Banking Operations in a progressively responsible leadership role
Experience in a strong customer focus orientated environment
Experience inconsistent delivery of client targets contracted service levels and governance, risk and compliance alerts actioned as required
Demonstrated experience in leading process improvements iniatives
APA in Housing Loans (desirable)
Degree in Business or Finance (desirable)
Lean 6 Sigma Qualification (desirable)
Very strong attention to detail, ability to work to tight deadlines.
Desire to work in a busy and demanding environment.
Excellent communication and presentation skills

If you have the skills required for this role and are interested in joining a progressive company - please apply with your most recent CV to Bernadette Sisson for immediate consideration.

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