Head of Mortgage Operations

Surrey

£dependent on experience

Mainly onsite / some WFH

Introductions

Our client, a customer focused, financial services business are expanding their operations team and this role leads their Central Mortgage Operations, a total of 19 including Team Leader.

You will be responsible for the management and development of their complex in-life mortgage and savings operations, including all mortgage customer relationships, vulnerable customer and complaints teams. These teams cover all of their mortgage customers up to maturity so incl. arrears & forbearance, repossessions, lifetime mortgage book customer contact and run-off, deceased customers, statements, FSCS single customer view, vulnerable customers, complaints and relevant regulatory reporting.

Key responsibilities of the Head of Mortgage Operations

• Leading the teams managing the day-to-day operations.
• Providing leadership in developing, streamlining and automating internal processes to better focus resources on achieving good customer interactions and outcomes alongside corporate strategy objectives.
• Driving improvement in incisive MI to allow insight into current and emerging issues (operational and customer related)
• Ensuring that processes and activities are properly planned for and executed with adequate resources including liaising with other relevant parts of the business.
• Ensuring there are robust policies in place which meet all business and regulatory requirements and that these are effectively deployed through their processes and everyday operations with effective controls.
• Taking responsibility for ensuring that all customer communications sent by the team are accurate, customer friendly and comply with all regulatory requirements.
• Liaising effectively with other teams in the mortgage process to ensure that the service we give customers is smooth and consistent.
• Ensuring that all team members receive the necessary training and development.

Key skills & experiences required for the Head of Mortgage Operations

• Strong leadership and team management skills gained within a mortgage operations environment, including arrears management
• Excellent interpersonal skills, able to liaise internally/externally at all levels.
• Excellent attention to detail and a problem solver who seeks resolutions.
• A proactive mindset, with the ability to identify process improvements and drive change

This role is based in South West London and you will be required to travel to the office most days, but with some flexibility to work from home when appropriate. Salary is dependent on experience and benefits include up to 16% pension contributions, medical cover and performance related bonus.