At a Glance
- Tasks: Lead daily mortgage operations and enhance service delivery across teams.
- Company: Join Rettie, a growing financial services company with a family feel.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Frequent travel to various locations for hands-on team engagement.
- Why this job: Make a real impact in a dynamic role while developing your leadership skills.
- Qualifications: CeMAP qualified with strong operational leadership experience in financial services.
The predicted salary is between 40500 - 49500 £ per year.
Key details
Job Title
Mortgage Operations Director
Reports to
Head of Sales & Financial Services
Department
Financial Services
About the role
The Mortgage Operations Director is an operational leadership role created to support the next phase of Rettie Financial Services’ development.
The purpose of the role is to lead the day-to-day operation of the mortgage and protection business, working closely with advisers, administrators, colleagues across the wider Rettie business, and relevant central functions to improve conversion, service delivery, workflow discipline, training, customer outcomes and income performance.
The role will also support coordination with marketing where this helps improve visibility, customer engagement and referral activity, and will help identify external referral opportunities that can broaden the reach and commercial impact of Financial Services.
The role is expected to be highly visible across the business, with frequent in-person travel to all physical Rettie locations.
A core part of the role will be spending time with teams, observing workflow, supporting branch engagement, delivering training, reinforcing standards and helping advisers and branch colleagues convert opportunities effectively.
Key responsibilities
- Operational leadership
- Lead the day-to-day operating rhythm of the mortgage and protection function.
- Coordinate adviser and administrator workload, priorities and case progression.
- Drive consistency of standards across lead handling, customer contact, fact-find quality, application progression and follow-up.
- Ensure service standards are clear, understood and actively managed.
- Visibility, travel and branch engagement
- Travel frequently to all physical Rettie locations to support branch teams and advisers in person.
- Spend regular time with branch leaders and front-line teams to improve referral quality, conversion and customer feedback loop.
- Deliver practical team training, refreshers and coaching sessions across locations.
- Reinforce Financial Services standards, service expectations and customer outcome requirements through visible leadership.
- Adviser and administrator support
- Provide practical day-to-day support to advisers and administrators.
- Identify bottlenecks, stalled cases and operational barriers, and help resolve them quickly.
- Support consistency, pace and accountability across the customer journey.
- MI and performance management
- Produce and maintain weekly and monthly MI covering referrals, contact rates, conversion, pipeline, case progression, service performance and adviser activity.
- Translate MI into clear actions and improvement plans.
- Escalate underperformance, service risks or recurring issues promptly.
- C ustomer outcomes and control
- Maintain focus on customer service, clear communication and good outcomes.
- Escalate complaints, potential breaches, vulnerable customer concerns and service failures promptly.
- Support appropriate record keeping, action tracking and evidence of operational oversight.
- Continuous improvement
- Identify opportunities to improve process, service and productivity.
- Support implementation of MAB process updates and internal operating changes.
- Promote consistent ways of working across the function and across all locations.
- Key requirements
- Ce MAP qualified, with a strong working knowledge of mortgage and protection advice processes;
- Strong operational leadership experience in mortgage, protection or a closely related financial services environment;
- Credibility working directly with advisers, administrators, branch leaders and front-line sales teams;
- Ability to travel regularly and lead visibly across multiple physical office locations;
- Strong organisational and workflow management capability;
- Ability to use MI to drive practical action and accountability;
- Clear and confident communication style, including the ability to train and coach teams in person;
- Practical, hands-on approach to problem solving; and
- Good understanding of regulated operating environments and customer outcome expectations.
- Competencies
- Visible and hands-on leadership style;
- Commercially aware;
- People-focused, while maintaining clear on standards;
- Able to motivate others and create positive momentum;
- Comfortable positively and constructively challenging colleagues where standards, pace or outcomes need to improve;
- Comfortable working at pace and across multiple locations;
- Confident following through on actions; and
- Able to balance service, control, training and income objectives.
About us
When you join Rettie, you’ll discover the difference you can make.
We're a growing and ambitious company, but at our foundations, we have a family feel.
We care about our people; we want them to prosper and realise their potential.
We are proud that our values of Teamwork, Determination, Dependability and Ambition guide our actions and behaviours towards our clients and each other, daily.
Based on these values, we aspire to cultivate and grow diverse, capable teams in an environment which will help you realise your career potential.
Mortgage Operations Director in Edinburgh employer: Rettie
Rettie is an exceptional employer that fosters a supportive and collaborative work culture, where employees are encouraged to grow and develop their skills in the dynamic property management sector. Located in the heart of Edinburgh, the company offers a unique opportunity to manage a diverse portfolio of short lets while ensuring compliance and high service standards, all within a vibrant city known for its rich history and culture. With a strong emphasis on teamwork and personal development, Rettie is committed to helping you achieve your career aspirations in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Operations Director in Edinburgh
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Rettie. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Mortgage Operations Director in Edinburgh
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Rettie.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Rettie's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Rettie
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Rettie.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Rettie will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Rettie employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
