When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we are the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we have always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it is an approach that can make a real difference to people who want to own a property.
It is what we call the Kensington Difference.
Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.
Overall Purpose of Job
The Litigation Team Manager is responsible for managing and overseeing a team of litigation specialists within the Special Servicing Department. The role involves effectively leading the team to minimise risk, manage arrears, whilst maintaining a customer focused approach.
The Litigation Team Manager will drive team performance through effective leadership, coaching, and continuous development, ensuring that the team delivers high-quality service and achieves departmental objectives.
Key responsibilities include balancing resource levels, implementing strategies to achieve operational objectives and ensuring cases are resolved through appropriate legal processes whilst balancing the needs of our customers. At all times adhering with internal and external policy, procedure and FCA regulations.
Key Accountabilities
- Manage and lead the litigation team, providing guidance, coaching, and development opportunities to ensure high performance and operational efficiency.
- Provide ongoing feedback to team members, offering constructive advice to improve performance, address any gaps in knowledge, and recognise high achievement.
- Provide technical support and guidance to the team, including reviewing complex cases and offering solutions or escalation where necessary.
- Actively manage individual and team performance and competence including conducting one to ones, giving feedback on performance, conducting performance reviews, absence management and managing resource requirements
- Facilitate daily team huddles to share updates, review priorities, and discuss any challenges or escalations within the team.
- Create a culture that delivers high performance, motivation and engagement by recognising achievements, celebrating successes, and promoting a positive, supportive work culture.
- Oversee the management of mortgage litigation cases, from pre-litigation to enforcement. allocating and monitoring workloads, whilst ensuring timely and effective management of accounts.
- Ensure that all cases are handled in compliance with internal policies, regulatory requirements, and industry best practices including the FCA (Financial Conduct Authority) rules, the Mortgage Conduct of Business (MCOB), and the Pre-Action Protocol for Possession Claims.
- Monitor key performance indicators (KPIs), implementing plans to ensure productivity and high-quality standards are consistently met.
- Implement strategies to work with customers in financial difficulty, ensuring good customer outcomes and sustainable solutions wherever possible, ensuring that litigation is used as a last resort after all other avenues have been explored.
- Build and maintain relationships with external third parties such as Solicitors and internal departments.
- Provide regular reports to senior management on the progress of litigation cases, highlighting risks, challenges, and opportunities for improvement.
- Monitor process and policy; Identify areas for process improvement and manage risk issues.
Experience, Knowledge, Skills
- Demonstrated experience in working in the Financial Services industry or similar role in a regulatory environment
- In-depth knowledge of arrears management and mortgage litigation processes, including pre-action protocols, court procedures, and enforcement.
- Comprehensive understanding of UK mortgage regulations, such as FCA guidelines, MCOB, and Consumer Duty.
- Analytical with the ability to manage key performance indicators (KPI's) that drive maximum productivity, quality and service.
- Demonstrated experience managing a team, including performance management, coaching, and conducting 1-2-1s.
- Strong leadership and team management skills, with the ability to coach, motivate, and develop team members.
- Capable of leading a team to meet departmental objectives and manage performance effectively.
- Analytical and decision-making skills to handle litigation cases and drive team performance.
- Experience of working in a target driven environment centred on good customer outcomes.
- A good understanding of Microsoft office applications.
Candidates will be effective at:
- Ability to manage multiple priorities, work under pressure, and meet tight deadlines.
- Able to implement tactical plans to deliver strategic objectives in a timely manner.
- Effective verbal and written communication skills for both team and stakeholder management with excellent communication and interpersonal skills for liaising with internal and external stakeholders
- Ability to handle difficult conversations, manage challenging cases, and remain focused under pressure.
- Ensuring that all documentation, processes, and legal steps are accurate and compliant.