Mortgage Sales Support And Service Manager

Job Description

In This Role, You Will

• Leadership, People Management and Culture
• + Lead, coach and performance-manage a multi skilled team responsible for mortgage servicing, sales support, lead management, loan amendments/modifications and complaint resolution.
• + Set clear objectives aligned to service KPIs and ensure daily operational discipline.
• + Build a customer-centric culture with strong collaboration across sales, service and operations; embed cross-training to improve resilience and coverage.
• Sales support, Stakeholder Management, Risk, Compliance and Controls
• + Ensure the team effectively supports the Home Loan Sales team across end-to-end sales support activities, including application progression, amendments, and disbursement readiness.
• + Oversee quality checking of mortgage applications and ensure robust follow-through to disbursement through proactive customer and stakeholder engagement.
• + Support all sales support & customer service related tasks and activities with efficient controls and governance on various processes related to sales & service.
• + Ensure strong adherence to compliance, sanctions and customer review requirements
• + Represent the function in audits, performance reviews, governance forums and working groups
• + Oversight, governance & execution of tasks related to lead management, MI management, broker related tasks, broker commission payments, developer related tasks, process manuals.

• Mortgage Services Excellence, MI Management, Streamlining

• + Involve and investigate customer queries, escalations, complaints related Home Loans/Mortgage
• + Ability to effectively interact with customers, internal stakeholders, third-party via calls, email, face-to-face meetings, for mortgage related requests and daily tasks.
• + Ensure timely follow-up on investigations, customer instructions and complaint actions
• + Maintain high standards of written and verbal customer communication, ensuring fair outcomes and clear explanation
• + Work closely with Customer Experience team and other stakeholders to resolve Queries, Complaints or any escalations.
• + Own the production, analysis and governance of Management Information (MI) for stakeholders
• + Identify trends, root causes and improvement opportunities and lead action plans to improve efficiency and customer outcomes.
• + Work with stakeholders to streamline processes, improve utilization of resources, and enhance end-to-end customer journeys.
• To be successful in the role, you should meet the following requirements:
• Experience in Home Loans/Mortgages (preferred) with proven delivery in a sales & service driven environment
• Demonstrated people leadership experience (team leadership, coaching, performance management)
• Strong customer complaint handling capability, including complex/escalated case management
• Strong understanding of SLAs, service quality, and operational controls
• Experience producing and using MI to manage performance and drive improvements.
• Fluent English (written and verbal) with excellent stakeholder communication and negotiation skills.
• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE
• You’ll achieve more at HSBC.
• HSBC is committed to building a culture where all employees are valued, respected and opinions count.
• We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
• We believe diversity brings benefits for our customers, our business and our people.
• Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way.
• Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
• Issued by The Hong Kong and Shanghai Banking Corporation Limited.

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