Our client is a well-established financial services provider who have been growing steadily and with an ambition to continue to grow the business and to reach more people. Operating with branches across the North West, they offer a personal service delivery to their customers alongside the convenience of online access for retail customers. Their mortgage lending is national and with the support of mortgage intermediaries, they deliver Lending Solutions for residential, later life, expats and Guernsey.
They are looking for an Operations Manager to lead the Direct Mortgage and the Intermediary Business Development teams. The Direct team is responsible for delivering the new mortgage and product transfer services to existing and new customers. The Intermediary Business Development team produces 95% of the lending business and being field based needs support with new business enquiries. Altogether managing a team of 8.
Primary responsibility:
- With support of the mediation team leader oversee customer engagement strategies
- Oversee intermediary new business enquiries via remote and field-based development teams
- Review existing processes to simplify and improve customer journeys
- Increase customer activity linked to third party suppliers
Skills / experience:
- You will have experience of leading a team, experienced in operational management with a focus on excellent customer service
- A natural collaborator who can rapidly establish a high degree of trust and rapport with colleagues
- Comfortable working in a fast-paced environment with appropriate planning and organisation skills to co-ordinate channels, products and projects across teams
- Experience of financial services/ regulated business
- CeMap qualification would be desirable
- Degree level of education (or equivalent) would be advantageous
In return the off the following benefits:
- Competitive Employer pension contribution
- Life assurance scheme
- 25 days holiday (plus bank holidays) rising with service
- Annual discretionary bonus scheme
- Simply Health Level 1 Cash plan
- Childcare vouchers
- Employee Assistance Programme