Introduction
Working for an award winning, customer focussed mortgage lender, our client is currently recruiting for an experienced mortgage operations leader to join their growing team. As the Head of Mortgage Operations, you will report directly in to the Chief Operations Officer (Board member) and a key leader in delivering a first class service to their customers, now and in the future.
About the role
Your key purpose will be managing the Mortgage Processing & Servicing, Arrears and Payments departments to deliver high colleague engagement and productivity that results in service that stands out for Customers and Brokers. A key area of your work will be to improve on existing processes and systems, constantly improving the customer journey.
Key Responsibilities:
- People Management: Delivering high performance through your direct reports and leading recruitment, motivation, coaching and development of direct reports to achieve high performance standards
- Deliver on long term strategies and transformation projects, working closely with key stakeholders to ensureprocesses and procedures and future working practices are reviewed and ensuring customer outcomes arecentral to any process delivery
- Deliver and manage the provision of an end to end mortgage administration service to all mortgage customersand ensure that the lenders’ interest are protected
- Work collaboratively with internal and external stakeholders that are instrumental to achieving successful customer outcome
- Drive through successful change in the department to support long term strategies in line with the corporate strategy
- Control of the department budget, including forecasting and supporting with cost initiatives
- Committee preparation, report writing and attendance
Skills & Experiences required:
- 10yrs+ leadership experience and strong coaching / people development skills
- Thorough and detailed understanding of mortgage processing and management having worked in or for a mortgage lender
- Demonstratable experience of improving existing processes and systems and shaping an improved customer journey
Our client operates a very flexible hybrid working policy, however owing to the nature of the role there will be a significant onsite presence required. Their offices are near Cambridge so you must be able to travel regularly to that area. In return you will be working for a highly customer focussed business who are commercially very successful and who value competence over knowledge and constantly strive to improve everything they do for the benefit of their customers.