Lending Operations Manager
Competitive Salary: Dependent on Experience
Staffordshire
Hybrid 2 days each week in the office
Our client is a specialist lender ready to evolve beyond tradition and grow its specialist lending offering. Be part of the team modernising a trusted brand for today’s more complex mortgage market.
This is an exciting opportunity for a strong Lending Operations Manager to lead the company’s mortgage services function, managing the team responsible for mortgage retentions, mortgage customer service, and arrears and recoveries. You will drive strong customer outcomes, regulatory compliance, and operational excellence across all mortgage servicing activities.
Directly supervising the Mortgage Services Team you’ll develop and implement strategies to maximise mortgage retention, minimise arrears, and ensure effective recoveries processes. Fostering a culture of continuous improvement, member focus, and high performance within the team. Providing timely, accurate management information to the Head of Operations, Executive team, and Board.
Responsibilities include:
Leadership & Performance -
- Directly manage and motivate the Mortgage Services Team, including specialists in mortgage retentions, customer service, and arrears/recoveries, to achieve and exceed performance targets.
- Set clear objectives, provide regular coaching and development, and conduct performance reviews in line with Society policy.
Mortgage Retentions -
- Develop and deliver strategies to maximise retention of existing mortgage customers, including proactive engagement at product maturity and throughout the customer lifecycle.
- Monitor retention rates, analyse trends, and implement improvements to increase customer loyalty and reduce attrition.
Mortgage Services (Customer Service) -
- Ensure the delivery of high-quality, compliant customer service to mortgage members, including prompt and accurate handling of queries, changes, and requests.
- Act as an escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.
Arrears and Recoveries –
- Lead the team in engaging with customers in arrears, agreeing sustainable solutions, and minimising losses to the Society.
- Ensure accurate reporting of arrears and recoveries, and maintain effective relationships with third parties (e.g., legal, collections agencies) as required.
Controls, Compliance & Risk -
- Ensure compliance with all relevant regulatory, audit, security, health & safety, and operational policies and standards.
- Produce timely, accurate management information for the Executive team and Board.
Stakeholder & Project Delivery -
- Report accurately and promptly to the Head of Operations on mortgage services performance, plans, and risks.
- Lead or contribute to operational projects and continuous improvement initiatives within mortgage services.
The successful candidate will possess:
- Proven leadership of mortgage servicing operations, including retention, customer service, and arrears/recoveries.
- Experience developing and delivering retention strategies and managing arrears/recoveries processes.
- Exceptional commercial awareness, strategic thinking, and data-driven decision-making; ability to produce and interpret MI for Executive/Board audiences.
- Strong pastoral skills and experience leading multidisciplinary teams; effective performance management and absence management.
- First-hand experience in customer-focused environments with demonstrable complaint handling and resolution.
- Deep understanding of audit, compliance, health & safety, GDPR, and financial crime obligations; ability to act in good faith and enable/support retail customers to pursue their financial objectives.
- CeMAP qualified
- Coaching and training experience (desirable)
This is a fantastic opportunity for an experienced Lending Operations Manager to join the senior leadership team of an organisation ready to grow it’s specialist lending offering. Our client offers flexible hybrid working, along with a competitive salary and a comprehensive benefits package.
We would love to hear from you if this role aligns with your experience and career ambitions.