Those investments include the partnerships with Underwriters Academy and One Mortgage System (OMS).
Prior to this promotion, Callaghan (pictured) held the role of head of operational finance and business risk.
He has been with TML since launch and now leads a team of 40 across the underwriting, customer service, collections and completions divisions from the real-life lender’s headquarters in Glasgow.
Callaghan said that service excellence is listening and responding to the changing needs of brokers to provide the best possible journey for them.
He added: “We have a customer first focus at The Mortgage Lender. Everything we do as a team challenges the industry norms – to reject the ‘do as we have always done’ and to do things differently. To do it better.”
“The creation of my new role is the first of many areas we’re investing in to deliver service excellence. We’re working on an extensive training programme to be rolled out in the new year, our aim is to continue to empower our staff to make the right decision at the right time for brokers and customers.”
Peter Beaumont, deputy chief executive at TML, said: “The creation of Scott’s new role is fundamental to our focus on delivering exceptional service to the market.
“Real life lending isn’t just about having a pragmatic approach it’s about supporting people at different stages in their life and how we work with our partners.”