Job Title: Senior Mortgage & Protection Manager, Consumer Growth
Location: National (Flexible)
Hours: Full-time
Working Pattern: Remote working with occasional travel required for team meetings. Colleagues with disabilities can be supported with workplace adjustments, in line with our Flexibility Works policy.
Responsibilities
As a Senior Mortgage & Protection Manager, you'll play a key role in delivering outstanding customer experiences, ensuring every interaction is responsible, compliant and adds real value. You'll use insight, coaching and clear direction to help your leaders and advisers better understand customer needs and build deeper, more meaningful relationships.
You’ll work closely with Heads of Home, Consumer Growth performance teams and a wide network of business partners to land priorities at pace, share insight and continuously improve how we serve customers. You’ll keep customers at the heart of every decision, using data, market awareness and judgement to simplify journeys, improve conversations and deliver better outcomes. Alongside this, you’ll lead with strong accountability for risk and conduct, embedding a culture where doing the right thing for customers is always the starting point.
Creating an inclusive, high-performing environment will be central to your success. You’ll build capability through high-quality coaching, feedback and development, helping leaders and advisers grow in confidence and performance. You’ll also use your ability to build strong relationships and influence across Consumer Relationships to remove barriers, align priorities and drive change that makes a visible difference for customers, colleagues and the wider business.
Qualifications
- 6+ years proven experience leading mortgage and protection or equivalent teams delivering strong customer outcomes within a regulated financial services environment.
- Demonstrated ability to lead and develop teams through coaching, performance management and clear accountability for results.
- Strong understanding of customer outcomes, with a track record of embedding a customer-obsessed culture.
- Experience operating in a highly regulated environment, ensuring fair, consistent and compliant customer outcomes.
- Ability to use data, insight and storytelling to influence decisions and support delivery of commercial objectives.
Additional experience that would be beneficial
- Experience working alongside digital or AI-enabled capabilities to enhance team performance or customer outcomes.
- Experience contributing to the delivery of commercial plans through execution and performance leadership.
Benefits
- A generous pension contribution of up to 15%
- An annual performance‑related bonus
- Share schemes including free shares
- Benefits you can tailor to your lifestyle, such as discounted shopping
- 30 days' holiday, plus bank holidays
- A range of wellbeing initiatives and generous parental leave policies
Regulatory information
This role has been identified as Manager of certification employees under SYSC 27.8.13R as defined in the FCA Handbook(1) The function of managing or supervising a certification employee, directly or indirectly, is an FCA-specified significant-harm function.(2) A function in (1) is not an FCA certification function for that firm if it is performed by an SMF manager of that firm.
