Head of Remortgage Operations in Leeds

ONP Solicitors are looking for a commercially minded, operationally excellent Head of Remortgage Operations to lead one of the most critical service lines across ONP and the wider Movera Group. Based in either our Leeds or Stockport offices, this hybrid role requires two days of in-office collaboration per week, alongside occasional national travel to support our teams and partners.

Responsibilities

• In this senior leadership role, you’ll be responsible for performance, client delivery, and operational transformation across our Remortgage function.
• Leading through a layered structure of Senior Operations Managers and Team Managers, you will shape culture, drive efficiencies, and ensure we deliver exceptional outcomes at scale.
• Working closely with our Executive and Senior Leadership Teams, you will:

• Provide strategic leadership: Own the end-to-end Remortgage operational delivery, ensuring we meet volume, service, and financial targets.
• Empower our people: Lead, coach, and develop a multi-layered team, fostering a culture of accountability, engagement, and pride in delivery.
• Drive operational excellence: Champion automation, process optimisation, and digital workflows to build a high-performing, future-ready operation.
• Embed a client-first philosophy: Ensure exceptional service standards are at the heart of everything we do, working closely with Lenders and Client Relationship teams.

Key Responsibilities

• Operational Leadership & Performance: Drive operational effectiveness and measurable efficiencies across the Remortgage function.
• Lead resource planning alongside Capacity & Workforce Planning teams to ensure demand is met effectively.
• Monitor departmental performance through robust MI and dashboards, using data to inform priorities, strategy, and interventions.
• Report performance and trends into Exec and SLT forums, identifying risks and improvement opportunities.
• Lead and develop a multi-layered structure including Senior Operations Managers, Team Managers, and Case Managers.
• Shape a high-performance, high-engagement culture with a focus on wellbeing and retention.
• Coach leaders on performance management and leadership capability, ensuring a proactive approach to recruitment and succession planning.
• Ensure high-performing remote and hybrid teams are effectively led, supported, and aligned with Movera’s values.

• Performance & MI: Monitor departmental performance through robust MI and dashboards to ensure visibility across the operation.
• Use data to inform priorities, strategy, and specific operational interventions.
• Identify trends, risks, and improvement opportunities to stay ahead of operational challenges.
• Report performance directly into Executive and SLT forums, providing clear commentary and insight.
• Champion a client-first operating model, ensuring exceptional customer service standards are embedded at every level.
• Monitor and manage complaints, escalations, and service recovery to maintain our reputation for excellence.
• Work closely with Client Relationship teams and Lenders to ensure we meet and exceed all Lender requirements.

• Change & Transformation: Lead operational change programmes and drive the adoption of technology and digital workflows.
• Support the integration of new tools, processes, and service models.
• Embed continuous improvement frameworks (Lean / CI thinking) to streamline the journey for our clients and partners.

• Governance & Compliance: Ensure strict adherence to SRA requirements, regulatory obligations, and internal policies.
• Oversee audit readiness and risk mitigation strategies.
• Ensure the secure handling of all client data and maintain high standards of procedural compliance.

Person Specification

We’re looking for an influential operational leader who combines strategic thinking with hands-on delivery focus.

Essential Experience & Knowledge

• Proven senior leadership experience within Remortgage or Conveyancing operations preferred but not essential.
• Significant experience managing multi-layered operational structures in high-volume, regulated environments.
• Track record of driving performance, productivity, and service excellence.
• Experience in leading remote or hybrid operational teams effectively.

Skills & Attributes

• Passionate about people leadership with the ability to inspire and engage a diverse workforce.
• Strong operational and financial acumen; you are a data-led decision-maker.
• Excellent stakeholder management skills, with the credibility to influence at an executive level.
• Resilient and calm under pressure, with the ability to lead teams through change and ambiguity.
• Highly organised with a sharp attention to detail and a relentless focus on delivery.

Location & Working Pattern

Hybrid: 2 days per week in our Leeds or Stockport offices. National travel as required to support our teams and partners.

What We Offer

We aim to reward your hard work generously. You’ll be greeted in our offices with great coffee, fruit and biscuits to keep you going, alongside all the benefits listed below, plus much more.

• 25 days holiday + your birthday off!
• Moving home days off
• Retailer discounts and frequent socials
• Refer a friend bonuses

Look forward to Monday mornings at Movera, we have the culture, technology and purpose to change the way you feel about your job and strive to create a positive and supportive work environment.

At Movera, we celebrate diverse backgrounds, experiences, and perspectives. We strive to create an environment where everyone feels valued, heard, and empowered. We believe that a diverse workforce brings unique perspectives and ideas that drive innovation and excellence. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. If you need any support during the application process, please let us know.

DBS and Financial Checks: We are committed to creating a safe, secure, and trustworthy workplace for everyone. As part of this commitment, all employment offers are subject to successful completion of DBS (Disclosure and Barring Service) checks and financial background checks. These checks help us maintain the highest standards of integrity and compliance while ensuring the well-being of our employees and clients. Rest assured, all checks will be carried out with care and in full accordance with relevant data protection laws.