Job DescriptionPurpose of the Job:We are looking for an experienced professional to join our CMU team as a Service Manager within the Tasman portfolio, a performing Residential Primary dwelling & BTL Tracker portfolio. Reporting to the Head of CMU. In this role you will support oversight of performance on the mandate’s contractual obligations.How You’ll Make an ImpactTo ensure a best-in-class experience for the customers within the Tasman portfolio through:Supporting head of CMU to deliver effective Oversight of the Mars performance on the mandate’s contractual obligations.Ensuring that all aspects of Mars Servicing Obligations are maintained in line with the Master Servicing Agreement. Negotiating SLAs, KPIs and Service Credit agreementsMaintain a positive and proactive relationship with the Client, dealing effectively with client queries, investigations and escalations.Oversee the delivery of optimisation initiatives in respect of our Servicing and internal/client-facing Reporting obligations per the contract, engaging effectively with the operational teams to deliver servicing excellence and return on equity.Delegate for the Head of CMU where required, maintaining CMU presence with the client and representation at governance forums (JCCRAF, Service Delivery Forum etc).Support identification and execution of opportunities to drive efficiencies within CMU and the wider mandate.Reviewing and embedding SLA/KPI performance and any associated trends and opportunitiesSupport CMU team in carrying out periodic reviews of contractual obligations, Client policy changes and procedural change governance.Liaise with the client in relation to query management, resolving issues, and monitoring performance.Involvement with ad-hoc projects, transformation initiatives and bids for new business as required.As required, preparing presentations, designing process workflows, process maps and controls.QualificationsManaging Service Level AgreementsChange management experience.Client Management experience.Bank Outsourcing experience.Analytical Thinking.Communication and Interpersonal Skills.Influencing/Persuasion & Negotiation skills.Problem solvingAdditional InformationD&I statement