Michael is our Head of Servicing (UK), whose journey over the past five years saw him advance from Loan Relationship Manager to overseeing and managing 10 billion in transactions. His expertise in client relations and transaction management drives our commitment to excellence. Michael’s dedication to mentoring his team and delivering exceptional service ensures our continued growth and success.
Q: You’ve been with Solutus over five years, starting as a Loan Relationship Manager and now Head of Servicing, how have you seen the organisation evolve in that time?
A: Over the past five years, I’ve witnessed remarkable growth and evolution at Solutus. When I started in 2018, we managed around 1.5 billion in transactions, now, we’re handling an impressive 10 billion. This growth highlights our strategic expansion and the successful implementation of streamlined processes. We’ve quadrupled in size, focusing on key roles like Facility Agents and Security Agents, which has enabled us to deliver enhanced value and customer-focused solutions. This period of growth has not only increased our market presence but also reinforced our commitment to operational excellence and client satisfaction.
Q: What are the primary responsibilities and challenges you face in your role as Head of Servicing UK?
A: As Head of Servicing, I oversee and coordinate the activities of a team of eight skilled loan managers, ensuring all transactions are managed efficiently and meet both internal and client expectations. Managing numerous transactions can be challenging, so effective communication is essential. I provide guidance and support to ensure we meet expectations. Our goal is to maintain the highest standards of customer service, ensuring each client receives personalised and attentive care. We manage a large and diverse portfolio, ensuring all tasks meet deadlines with utmost accuracy. Additionally, we promptly address any issues that arise. Whilst the role can be challenging it is also incredibly rewarding as we strive to deliver exceptional service and drive continued growth of Solutus.
Q: What do you find most rewarding about working at Solutus?
A: What I find most rewarding about working at Solutus is the multifaceted nature of my role, which provides immense job satisfaction. Engaging and working closely with clients and understanding their needs allows me to form strong, lasting relationships and directly contribute to their success, which is incredibly fulfilling. Being an important cog in the loan transaction process gives me a sense of accomplishment, knowing that my efforts are integral to the smooth execution and management of complex transactions. Additionally, having the opportunity to train and mentor members of our team is deeply rewarding. Watching my colleagues grow and develop their skills and knowing that I have played a part in their professional journey, is a source of great pride. Overall, the dynamic and collaborative environment at Solutus makes every day both challenging and gratifying.
Q: How has your experience as Loan Relationship Manager enabled you to become Head of UK Servicing?
A: My experience as a Loan Relationship Manager & Senior Loan Manager has been instrumental in my transition to Head of Servicing (UK). In previous roles, I developed a deep understanding of the loan transaction process and honed my skills in managing client relationships, which are crucial for ensuring client satisfaction and effective service delivery. The role required me to navigate complex financial landscapes and address various client needs, which has equipped me with the problem-solving abilities and adaptability necessary for higher-level management.
Additionally, managing individual loan transactions gave me insights into the broader operational challenges and opportunities within the organisation. This experience has been invaluable in overseeing a team and managing a larger portfolio. The hands-on knowledge I gained as a Loan Relationship Manager and Senior Loan Manager has allowed me to guide and support my team effectively, ensuring we maintain high standards of service. Overall, the skills and experiences from my previous roles have provided a solid foundation for my responsibilities as Head of Servicing (UK), enabling me to lead with confidence and drive continuous improvement within our team.
Q: What were the key questions asked by clients when you were a Loan Relationship Manager, what did they most want to know and what information did you have to provide?
A: As a Loan Relationship Manager and Senior Loan Manager, clients typically asked key questions focused on understanding the specifics and implications of their loan transactions. They often want to know about the terms and conditions of their loans, including interest rates, repayment schedules, deliverable requirements, compliance, and any associated fees.
Clients are also keen to understand the risk factors involved in non-compliance and clients frequently inquire about the overall process and timeline for approval and disbursement of Utilisations. It is important that we provide clarity on each stage, from application to funding. To address these queries, I provide detailed explanations of the loan terms and conditions, breaking down complex financial jargon into understandable language. It is also essential to offer clear guidance on the documentation and compliance requirements and to set realistic expectations regarding timelines. Keeping clients informed with regular updates and being transparent about any potential issues or delays is critical in maintaining trust and ensuring a smooth transaction experience.
