At a Glance
- Tasks: Lead and inspire a team in modernising mortgage services and enhancing customer experiences.
- Company: Join a forward-thinking lender transforming the mortgage market.
- Benefits: Enjoy flexible hybrid working, competitive salary, and a comprehensive benefits package.
- Other info: Be part of a senior leadership team driving growth in specialist lending.
- Why this job: Make a real impact in a dynamic environment focused on customer satisfaction and operational excellence.
- Qualifications: Proven leadership in mortgage servicing and strong customer-focused skills required.
The predicted salary is between 36000 - 60000 £ per year.
Competitive Salary: Dependent on Experience
Staffordshire Hybrid 2 days each week in the office
Our client is a specialist lender ready to evolve beyond tradition and grow its specialist lending offering. Be part of the team modernising a trusted brand for today’s more complex mortgage market. This is an exciting opportunity for a strong Lending Operations Manager to lead the company’s mortgage services function, managing the team responsible for mortgage retentions, mortgage customer service, and arrears and recoveries. You will drive strong customer outcomes, regulatory compliance, and operational excellence across all mortgage servicing activities.
Directly supervising the Mortgage Services Team you’ll develop and implement strategies to maximise mortgage retention, minimise arrears, and ensure effective recoveries processes. Fostering a culture of continuous improvement, member focus, and high performance within the team. Providing timely, accurate management information to the Head of Operations, Executive team, and Board.
Responsibilities include:
- Leadership & Performance: Directly manage and motivate the Mortgage Services Team, including specialists in mortgage retentions, customer service, and arrears/recoveries, to achieve and exceed performance targets. Set clear objectives, provide regular coaching and development, and conduct performance reviews in line with Society policy.
- Mortgage Retentions: Develop and deliver strategies to maximise retention of existing mortgage customers, including proactive engagement at product maturity and throughout the customer lifecycle. Monitor retention rates, analyse trends, and implement improvements to increase customer loyalty and reduce attrition.
- Mortgage Services (Customer Service): Ensure the delivery of high-quality, compliant customer service to mortgage members, including prompt and accurate handling of queries, changes, and requests. Act as an escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.
- Arrears and Recoveries: Lead the team in engaging with customers in arrears, agreeing sustainable solutions, and minimising losses to the Society. Ensure accurate reporting of arrears and recoveries, and maintain effective relationships with third parties (e.g., legal, collections agencies) as required.
- Controls, Compliance & Risk: Ensure compliance with all relevant regulatory, audit, security, health & safety, and operational policies and standards. Produce timely, accurate management information for the Executive team and Board.
- Stakeholder & Project Delivery: Report accurately and promptly to the Head of Operations on mortgage services performance, plans, and risks. Lead or contribute to operational projects and continuous improvement initiatives within mortgage services.
The successful candidate will possess:
- Proven leadership of mortgage servicing operations, including retention, customer service, and arrears/recoveries.
- Experience developing and delivering retention strategies and managing arrears/recoveries processes.
- Exceptional commercial awareness, strategic thinking, and data‑driven decision-making; ability to produce and interpret MI for Executive/Board audiences.
- Strong pastoral skills and experience leading multidisciplinary teams; effective performance management and absence management.
- First‑hand experience in customer‑focused environments with demonstrable complaint handling and resolution.
- Deep understanding of audit, compliance, health & safety, GDPR, and financial crime obligations; ability to act in good faith and enable/support retail customers to pursue their financial objectives.
- CeMAP qualified.
- Coaching and training experience (desirable).
This is a fantastic opportunity for an experienced Lending Operations Manager to join the senior leadership team of an organisation ready to grow its specialist lending offering. Our client offers flexible hybrid working, along with a competitive salary and a comprehensive benefits package. We would love to hear from you if this role aligns with your experience and career ambitions.
Lending Operations Manager employer: Ultimate Banking Ltd
Join a dynamic and innovative specialist mortgage lender in Glasgow, where you will not only lead a high-performing team but also contribute to the company's ambitious growth plans. With a strong focus on employee development, a collaborative work culture, and excellent benefits including a competitive salary and bonus structure, this role offers a meaningful opportunity to drive operational excellence while enjoying a hybrid working model. Experience a workplace that values accountability and fosters continuous improvement, making it an exceptional employer for those seeking rewarding careers in the mortgage sector.
StudySmarter Expert Advice🤫
We think this is how you could land Lending Operations Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the lending and mortgage industry. Attend events, join online forums, and don’t be shy about asking for introductions. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company’s values and recent projects. Tailor your answers to show how your experience aligns with their goals, especially around customer service and operational excellence. We want to see you shine!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors. Focus on articulating your leadership style and how you’ve driven performance in previous roles. This will help you feel more confident when it’s time to impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you that Lending Operations Manager role!
We think you need these skills to ace Lending Operations Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Lending Operations Manager role. Highlight your experience in mortgage servicing, retention strategies, and team leadership. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about modernising mortgage services and how you can drive customer outcomes. Keep it engaging and relevant to the job description.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve processes. Numbers speak volumes, so if you’ve increased retention rates or improved customer satisfaction, let us know!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Ultimate Banking Ltd
✨Know Your Numbers
As a Lending Operations Manager, you'll need to demonstrate your understanding of key metrics like retention rates and arrears. Brush up on relevant data and be ready to discuss how you've used these figures to drive performance in previous roles.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you motivate teams. Think of specific examples where you've successfully led a team through challenges, especially in mortgage servicing or customer service environments.
✨Understand Compliance Inside Out
Given the importance of compliance in this role, make sure you're familiar with relevant regulations and standards. Be prepared to discuss how you've ensured compliance in past positions and how you would approach it in this new role.
✨Bring Solutions to the Table
Think about strategies you've implemented to improve customer retention and reduce arrears. Be ready to share these ideas during the interview, showing that you're proactive and have a clear vision for enhancing the company's mortgage services.
