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 both internal teams and key external service providers, as servicing responsibilities are shared across both, to ensure efficient, customer-focused operations.

This is an excellent opportunity for an Operations or Servicing expert looking to grow. The role requires strong communication skills, sound leadership discipline, and deep 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 good 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 exciting opportunity to join a forward-thinking company at the forefront of ethical Shariah financing.

You Are/Have

• FCA product operations experience, ideally with lending related to home purchases (mortgage/home purchase plans) in primary and specialist servicing.
• In-depth knowledge of relevant regulations (FCA, GDPR, MCOB).
• Excellent leadership skills with a proven track record of developing operational procedures
• Experience in supporting growth in scale-up servicing environments preferred.
• Excellent negotiation, communication, and stakeholder management abilities.
• Analytical, data-driven problem solver.
• Understanding and managing oversight of the collection and complaint handling process for regulated products.
• Strategic and adaptable leader with high emotional intelligence and a collaborative approach.

Top Skills/Experience Required

• Develop and optimise customer-focused servicing processes.
• Manage a mix of in-house and outsourced servicing operations.
• Ensure seamless collaboration between internal teams and external partners.
• Set and monitor KPIs, SLAs, and quality standards as agreed with the to Head of Compliance & Risk
• Conduct root cause analysis on customer complaints
• Identify and implement operational improvements.
• Oversee and conduct QA on all outsourced servicing activities
• Rollout of third-party servicing for Lifetime mortgages.
• Report servicing performance to Head of Compliance & Risk
• Manage key supplier relationships and contracts relating to the Servicer
• Ensure regulatory compliance and address any gaps.
• Attend monthly/quarterly governance committees (note, you will be required to attend some of these in person in Glasgow, once a quarter).

• Salary: Competitive - Dependent on experience
• 25 days annual holiday
• Annual L&D budget
• 3% pension contribution
• Monthly socials
• Central London location (this is an hybrid role with an expectation of at least 2-3 days in the office)
• Friendly and informal startup environment with a focus on performance and impact