Senior Manager - Asu

WELCOME TO MARS CAPITAL

Mars Capital Finance Ireland DAC (“Mars Capital”) is part of Arrow Global Group Limited, which is one of Europe’s leading integrated asset managers with €70bn Assets Under Management (“AUM”) and 2,000 employees across five jurisdictions.

Mars Capital was established in 2015 and is a Regulated Credit Servicing Firm, authorised by the Central Bank of Ireland and located in Dublin 2. Mars Capital has the capacity and regulatory authority to service loans secured against properties and has €8bn AUM, experiencing significant growth in recent years. We provide services that span the full lifecycle of a loan post origination, from drawdown through to loan administration, asset management, enforcement as well as syndication, securitisation, and standby servicing.

We value our relationship with our clients and believe that our deployment of dedicated, Dublin-based project and asset management teams give us a competitive advantage over other competitors who operate a shared services model across their portfolios. Placing the customer first in a simple and efficient manner in line with our regulatory obligation is our number one priority.

Our local strategic ambition is to provide value accretive services to institutional clients, while building better financial futures for our customers, clients, communities and colleagues.

Our Culture and Way of Working

We’re entrepreneurial, fast-paced and decisive, working together safely and supportively. We trust our colleagues to make the right decisions and are brave enough to acknowledge mistakes and to learn from them. Celebrating success, we reward those who help us to achieve exceptional long-term results.

We’re inclusive and encourage our colleagues to be themselves. Our culture supports the difference that makes each of us unique. We’re open and eager to embrace new ways of working and have a diverse community, enriched by our local identities that works collaboratively to build a unified and dynamic organisation.

We believe that a supported flexible working approach helps us to retain valued colleagues, enhance wellbeing, increase motivation and encourage a healthy work/life balance. If you’re interviewed, ask about the flexibility involved in this role.

Our Values

Our stakeholders expect us to act in an ethical and responsible way and this is at the heart of how we conduct our business. Our values support this philosophy, and we seek out and reward behaviours that will make us more sustainable, responsible and successful. Our values are- we succeed together; we do the right thing; we’re trusted and valued; and we’re brave and creative. You’ll hear more about these throughout the interview process.

Our STAR Awards provide a fantastic platform to send a special thank you to a colleague who may have gone above and beyond to help you and the business succeed, or someone who has been brave and creative with their own approach to how they work. Values orientated, our Recognition Scheme plays a pivotal role in aligning and celebrating our culture, and simply wouldn’t exist without colleague participation and input.

Our Environmental, Social and Governance (“ESG”) Commitment

We’re committed to investing responsibly and supporting our local communities and charitable organisations. Every colleague is encouraged to take a paid day each calendar year to volunteer for our nominated charities. Internally we are very proud of our four colleague-led engagement groups, who run events/initiatives, that promote our culture and values which is a key part of the life blood of this business.

We are looking for an experienced Senior ASU Leader, with a track record of delivering strategic vision, continuous improvement, enabling technological advancements and building a client centric organisation of operational excellence. The candidate will need to have the ability to drive long term organisational success, for a portfolio consisting of Residential Primary dwelling & BTL loans. Reporting to the Head of mandate, the role will be responsible for the management of teams involved in mortgage pre-arrears and arrears management activities for a third-party client, who own the portfolio.

As the structure and activity of the ASU team evolves an exciting opportunity exists for the right candidate to implement a best-in-class end to end arrears model. Intrinsically aligned with this exciting opportunity is a fundamental ability to integrate and optimise key stakeholders and client interactions. In turn delivery and achievement of critical client SLA’s/KPI’s strengthening, and expansion of a strong risk control framework are integral to the success of this role.

How You’ll Make an Impact

• Effective management of a team of 19 FTE including 3 Managers to deliver a ‘white label’ pre-arrears and arrears servicing model, aligned to regulatory requirements and CBI expectations.
• Build a strong collaborative working relationship with the Portfolio owner.
• Concur with all areas of the business to support the needs of the team/department to achieve strategic outcomes.
• Ensure appropriate policies, procedures, systems, and internal controls are implemented and maintained.
• Streamline workflows and eliminate inefficiencies, to contribute to cost reduction and achieving business goal.
• Task realignment, adjust responsibilities to better suit employee skills and organizational needs.
• Review and amend customer engagement strategies to deliver better customer outcomes.
• Oversee the successfully delivery of ASU impacting retail mortgage product letter revisions and agreed system enhancements.
• Actively promote risk culture, leading by example and setting a “tone from the top” that reinforces and enhances the risk and control environment.
• Develop key performance criteria and standards to monitor and manage team performance.
• Work in conjunction with governance and assurance, complaints and errors teams to share learnings and embed a culture of ownership and accountability within ASU, whilst seeking continuous improvement opportunities.
• Articulate a clear vision that empowers the management team to support the execution of the firms and its clients objectives for customers.
• Manage, develop, and motivate the teams to drive performance and quality standards.
• Accountable for the delivery of regulatory and mandatory standards in compliance with company processes and procedures.
• Develop and deliver continuous improvement initiatives, including documenting of business cases, change requests and BRD’s.
• Ensure that the customer is a key consideration in the course of strategic decisions, objective-setting, and business plans, demonstrating understanding of Mars Capital’s risk appetite and conduct risk policies throughout.
• Consistently demonstrates that “the customer is at the heart of everything we do” through appropriate customer engagement resolution of queries and issues in a timely and effective manner.
• Motivate the team to achieve performance targets while ensuring compliance with regulations.
• Deputise for Head of Mandate and provide support with adhoc initiatives / items for resolution.
• As required, attend regular governance meetings both internally and externally.

Expertise

• At least 10 years of senior leadership experience in Mortgage Arrears, Customer journey mapping and change environment.
• Demonstrated people management and motivational skills.
• A strong customer focus with an emphasis on service delivery and business growth.
• Outstanding communication and interpersonal skills, including team leadership.
• Strong ability to organise effectively, delegate responsibility, solve problems quickly and communicate clearly.
• Leadership skills and the ability to manage stakeholder and third-party relationships.
• Ability to work on own initiative and lead others to achieve agreed objectives.
• Experience in managing a third party / portfolio owner, overseeing performance and achievement of key deliverables.
• Excellent in-depth, and up to date knowledge of CCMA, CPC, MARP and how to apply these through interactions with customers.
• Displays strong awareness of Risk and Control agenda and engages proactively with colleagues and management to identify and mitigate risk.
• Third level qualification in Finance or a business-related discipline, or relevant experience related to the position.
• QFA or APA qualified.

Central Bank of Ireland (“CBI”) Fitness & Probity Regime

Some of our roles are Control Functions (“CF”) as defined by the Central Bank Reform Act 2010. If a vacancy is for a CF role, it will be indicated above. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards 2018 issued by the Central Bank of Ireland. In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.

D&I statement