Lucy Parker

Build the Mortgage Servicing operation in preparation for Perenna ‘Go live'. Once operational, establish and manage a first class mortgage operation.

• Devise, build, test and implement the customer journeys and processes for all servicing tasks
• Create & maintain a library of compliant documentation, policy and procedures
• Build and maintain a robust task framework
• Build and enhance a fully functional customer portal
• Vendor selection and implementation
• Devise & implement a communications platform for all customer interactions
• Develop the mortgage servicing platform, assessing & implementing changes managing defects, resolutions & workarounds
• Manage SLA, forecasts, resource planning and recruit in line with company growth
• Colleague engagement
• Training, implementation & quality assurance

Responsible for overseeing all remediation activity, mortgage & savings mailings, DSAR & FSCS process and staff management of 13 colleagues

• Oversee the production and completion of data clean up reports to ensure accuracy of our system data and loans operate in line with customers' expectations
• Responsible for all remediation activity including the planning, decision making, communication to SLT, customer communications and monitoring progress against plan
• Manage Mortgage and Savings mailing streams including BAU/adhoc requests and regular project activity
• Oversee DSAR activity – ensure regulatory timescales are met and drive forward DSAR integration
• Manage FSCS data clean-up process to ensure accuracy of the data of the compensation file
• Oversee daily reconciliation, stock ordering, copy approval and collateral document changes
• Monitor performance to ensure SLA's and regulatory timescales are adhered to
• Manage performance by assessing and monitoring team productivity and quality

Responsible for building documentation requirements for digitising Virgin Money's mortgage customer journey

• Support Project Manager to plan and achieve sprint goals
• Collaborate with key stakeholders to capture, document & build requirements using and Agile framework
• Evaluate business processes & requirements to produce customer journeys and process maps
• Transform feedback of key stakeholders into detailed requirements
• Work closely with 3rd parties to understand system capabilities and processes
• Work with the Business to ensure right business outcome is delivered
• Obtain & analyse MI to enable effective decision making
• Support business readiness

Documentation responsibilities:

• Perform quality assurance on documents to ensure delivery of compliant customer documentation
• Coordinate changes to documentation in line with MCOB requirements
• Assess impact of any business change on our mortgage documentation ensuring all risks are identified and mitigated
• Devise wording changes and obtain appropriate sign off by engaging with key stakeholders
• Ensure changes are fully assessed, tested and delivered within agreed timescales

Mailing responsibilities:

• Responsible for planning, testing, preparation and implementation of mortgage mailings
• Reaction to MPC/Virgin Money interest rate changes ensuring plans are realistic and achievable
• Coordination of mailings with IT, Commercial and 3rd party mailing house
• Effective communication of mailing plan
• Lead in mailing related projects, assessing changes and ensuring all risks are identified and mitigated

Responsible for leading colleagues exiting the company as a result of relocation and management of projects due for delivery prior to company exit
Staff Management of 45 Customer Service Assistants and Team Leaders

• Supported Remediation Senior Manager to plan the strategy for relocation/company exit
• Responsible for the safe delivery of remediation activity prior to company exit
• Implemented plan and monitored progress
• People management of team facing redundancy

Support delivery of business integration including responsibility for all data cleanse activity prior to transfer all of Northern Rock's data to B&B platform
Staff Management of 10 Customer Service Assistants

• Seconded role to a Business Lead in Transformation
  Set up a new team mainly consisting of colleagues with limited skill set
• Devised and implemented a training plan for colleague upskill
• Led the team through new process/system changes as a result of the new IT platform
• Supported colleagues across the two heritages with their integrated tasks and processes
• Liaised with new key business contacts across the two sites which ensured smooth delivery of tasks and IT platform

Responsible for mortgage statement production and interest rate changes. Staff Management of 25 colleagues

• Planning of all mailings to ensure all eventualities considered and regulatory requirements met
• Reaction to interest rate changes (multiple during this period)
• Step by Step procedures developed and maintained to ensure smooth running of each event
• Transfer of all mailings to new mailing house
  3rd party supplier stakeholder management
• Responsible for Business Continuity
• Colleague engagement lead