Servicing Manager

StrideUp's mission is to redefine the standard of Islamic financial services through expertise, sincerity, and a personable approach. Our vision is to enable the Muslim community to access financial solutions aligned with their values. On our path to building a digital bank, we started with property finance and have already deployed hundreds of millions in financing, and supported thousands of people in their financial goals.

We are seeking a Servicing Manager to support our second-line team in maintaining oversight of our outsourced servicing activities.

This is an exciting opportunity to join a fast-growing, mission-driven company at the forefront of Islamic financial services.

StrideUp is backed by leading VC and private equity investors, having raised over £25m in funding.

We are seeking a dynamic Servicing Expert to lead and oversee the full Home Purchase Plan (an FCA-regulated product similar to a mortgage) servicing lifecycle - from post-completion through to redemption. Reporting to the Head of Compliance and Risk, you will work closely with internal teams and external service providers to ensure efficient, customer-focused operations.

This role is ideal for an Operations or Servicing professional looking to grow. The role requires strong communication skills, sound leadership, and extensive experience in FCA-regulated lending products and home finance operations, along with a passion for regulatory compliance and continuous improvement.

You will drive process optimisation, build collaborative partnerships, and support the delivery of excellent customer service - ensuring positive outcomes for customers in a fast-growing, innovative, Shariah-compliant business.

If you are a strategic thinker with a hands-on approach and a desire to make a real impact, this is an excellent opportunity to join a forward-thinking company leading in ethical Shariah financing.

You Are/Have

• FCA product operations experience, ideally with home purchase-related lending (mortgages/home purchase plans) in primary and specialist servicing.
• Deep knowledge of relevant regulations (FCA, GDPR, MCOB).
• Strong leadership skills with a proven record of developing operational procedures.
• Experience supporting growth in scale-up servicing environments preferred.
• Excellent negotiation, communication, and stakeholder management skills.
• Analytical, data-driven problem-solving abilities.
• Understanding of oversight of collection and complaint handling processes for regulated products.
• Strategic and adaptable leadership with high emotional intelligence and a collaborative style.

Top Skills/Experience Required

• Developing and optimising customer-focused servicing processes.
• Managing a mix of in-house and outsourced servicing operations.
• Ensuring seamless collaboration between internal teams and external partners.
• Setting and monitoring KPIs, SLAs, and quality standards in collaboration with the Head of Compliance & Risk.
• Conducting root cause analysis on customer complaints.
• Identifying and implementing operational improvements.
• Overseeing QA on outsourced servicing activities.
• Rolling out third-party servicing for Lifetime mortgages.
• Reporting servicing performance to the Head of Compliance & Risk.
• Managing key supplier relationships and contracts related to the Servicer.
• Ensuring regulatory compliance and addressing gaps.
• Attending governance committees (some in person in Glasgow, quarterly).

• Salary: Competitive, dependent on experience
• 25 days annual holiday
• Annual L&D budget
• 3% pension contribution
• Monthly socials
• Hybrid role based in Central London (at least 2-3 days in the office)
• Friendly, informal startup environment focused on performance and impact