Mortgage Service Manager – UAE National

About the role

HSBC is looking for a Mortgage Service Manager (UAE National) to lead a medium‑sized team responsible for home loan and mortgage customer service, sales lead management, and complaint resolution in Dubai.

Key responsibilities

• Lead the response to inbound home loan/mortgage queries and complex complaints, ensuring SLA compliance.
• Support frontline staff handling queries on the MMX platform and oversee case resolution to meet First Contact Resolution targets.
• Manage a team handling mortgage customer service, sales leads, loan amendments, and escalated complaints.
• Perform high‑level quality checks on mortgage applications and drive end‑to‑end loan disbursement.
• Coordinate with Home Loan Sales and Service teams to streamline processes and optimise resource utilisation.
• Produce and analyse management information, including ad‑hoc reports, for stakeholders.
• Conduct regular feedback and training sessions to improve team efficiency and knowledge.

Required profile

• UAE national with proven experience managing mortgage or home‑loan service teams.
• Strong analytical abilities and experience with customer due‑diligence checks.
• Excellent communication skills in English; Arabic is preferred.
• Ability to multitask across front‑office and back‑office functions.
• Demonstrated capability to build relationships with internal and external stakeholders.

Required skills