Mortgages Sales & Service Manager

Position

Mortgages Sales & Service Manager

Department

Products Department

Reports to

Head of Products

Direct reports

0

Internal relationships

-     Other Department Heads and staff throughout NBKI

-     Senior management

-     NBK Head office and other IBG locations

External relationships

-     Clients: corporate, banks, institutional and individual customers

-     External advisors, consultants, suppliers and other service providers

-     Mortgage Brokers, Real Estate Agencies, Law firms, Tax firms, etc.

Grade:

E - Principal 

Job purpose

The Mortgages Sales & Service Manager is a key position with the primary responsibility of managing and generating international mortgage referrals. The ideal candidate will play a key role in interfacing with mortgage clients, internal stakeholders, and industry partners, ensuring smooth lending operations, superior client service, and robust portfolio growth and management. 

Key responsibilities and accountabilities

• Manage and filter the bank's mortgage cases to achieve portfolio growth, while adhering to local risk management principles
• Be the conduit for all mortgage referrals from NBK Kuwait (and other GCC locations), RM leads and broker referrals
• Filter mortgage cases to ensure they: meet policy requirements; contain all required documentation; and contain a sufficiently completed credit application
• Regularly engage with NBK Kuwait (other GCC locations) and brokers to provide status updates on mortgage cases
• Build partnerships with third parties, e.g. mortgage brokers, real estate agencies, Banks, Law firms and Tax firms across the GCC, UK and Europe to generate lead flow
• Implement business strategies to achieve growth targets in mortgage sales and market share.
• Work cross-functionally with risk, operations, product, and legal teams to streamline mortgage products and services
• Support the submission of credit cases – leading on more complex/high-value mortgage cases as needed.
• Ensure the observance of regulatory and internal policies and ensure compliance with mortgage lending rules and regulations in international markets.
• Investigate and resolve complex customer issues relating to mortgage products, working closely with other departments as necessary.
• Establish relationships with key industry partners, brokers, and third-party vendors to increase mortgage product sales channels.
• Ensure effective and competent risk assessment and compliance in line with the bank's policy and regulatory requirements.
• Prioritise the workload of the mortgage team to ensure that cases are dealt with promptly and efficiently
• Manage mortgage cases, ensuring that KPIs and SLAs are being adhered to
• Deputises for the Head of International Mortgages as required.

Any other tasks are at the discretion of the line manager and the bank.

Essential qualifications & experience

• A minimum of a Bachelor's degree in Finance, Business, or a related field. A Master's degree or specific Mortgage Industry Certification will be an added advantage.
• A minimum of 10 years of progressive experience in Mortgage Lending or Finance, with at least 5 years in a senior leadership role.
• Proven track record of developing and implementing successful strategies to drive mortgage business growth.
• Strong understanding of mortgage lending products, services, operations, and market trends.
• Excellent negotiation and decision-making skills, coupled with the ability to influence at all levels.
• Exceptional analytical skills, with an ability to interpret complex financial data and market trends.
• Sound knowledge of regulatory requirements affecting mortgage services.

Essential competencies

• Expert in mortgage, customer segments, products, etc. 
• Credit and risk expertise (ability to evaluate complex mortgages)
• Regulatory and Compliance knowledge
• Market and product insight
• Pipeline and Portfolio management
• Commercial and Financial acumen
• Stakeholder and relationship management 
• Operational efficiency and process control
• Data and decision analysis

Key success factors

• Maintain a strong and clearly defined pipeline of international mortgage applications 
• Increasing the number and value of approved international mortgages, demonstrating consistent credit quality and customer demand.
• Drive growth in the number and value of disbursed international mortgages
• Improving the lead-conversion ratio, turning qualified inquiries into completed mortgage deals at a higher and more efficient rate.
• Secure a steady volume and value of successful referrals from third-party partners such as mortgage brokers, real estate agents, and solicitors to expand sourcing channels.
• Internal collaboration; generate successful internal referrals across Wealth, Private, Corporate, and Retail segments to maximise cross-bank mortgage opportunities.
• Operational efficiency: reduce the average number of days from initial referral to first response, ensuring the function is responsive and competitive.
• Shorten the average number of days from referral to credit approval to improve customer experience and accelerate pipeline conversion.
• Maintain a strong and clearly defined pipeline of international mortgage applications to ensure predictable and sustainable flow-through to approval and disbursement