Head of Mortgage Operations
One of the UK's leading financial services companies has a key new opening in their UK Mortgage operation based in Solihull as Head of Mortgage Operations.
As Head of Mortgage Operations you will be have overall control and responsibility for the operational aspects of both the New Business and Customer Services Departments. You will be required to engage staff on a variety of levels using your excellent communication skills to engage staff.
You will be responsible for the management of circa 30 employees with 3/4 direct reports and a £500m estimated in force business. There is a need to constantly challenge the way in which the operational service is provided, focusing on process improvements, based on efficiency and service delivery, to ensure an improved customer journey and added value for the business.
It will be within your remit to lead and develop strong working relationships across the team and related divisions, promoting operational excellence with a "right first time" ethic through training and competency, in order to establish quality customer service and improved customer journey.
Introducing improvements to the operational systems, processes and policies of the Company by way of ongoing creation of appropriate MI and analysis of data will be key in being successful in the role.
You will need to identify opportunities for improvement in systems and process through the completion of audits, complaints reviews, the identification of customer service trends and industry best practice.
It will be your responsibility to empower team leaders to create and maintain a high performance culture within the team, relaying to their direct reports the requirement to deliver industry leading customer service and the requirement to take ownership of the operating objectives and standards of performance.
Staff motivation is key, you will be required to motivate all employees within the department to ensure they are committed to treating customers fairly and that appropriate standards of conduct are established and complied with You will strive to build good relationships both within the team and across all departments to promote effective, clear and transparent communication with a view to supporting a strong, connected organisation.
To be considered you must be able to display experience of managing a mortgage operation at a senior level with the ability to drive change and develop a department to succeed.