OPERATIONS MANAGER

Are you ready to take your career to the next level with an innovative and forward-thinking financial services provider? We're partnering with a dynamic organisation that is reshaping the industry and committed to delivering exceptional client experiences. This is an exciting opportunity to work as a Mortgage Manager in a fast-paced, collaborative environment where your contributions will be valued, and your career growth is a top priority. The role will pay a competitive basic salary, excellent benefits and is based in Central London.

What is expected of the Mortgage Manager?

• Role model outstanding customer service and drive revenue generation within the Mortgage product.
• Accountable for delivering the Home (Mortgage) strategy.
• Lead and a high-performance culture within the bank to implement the Mortgage Key Performance indicators (KPIs).
• Work with the Head of Private/CEO, to maximise commercial opportunities to grow the business, with customers being serviced by appropriate advisors in line with the Bank’s strategy.
• To lead and create a customer first culture by providing F2F coaching, guidance, technical expertise and regulatory supervision to MA’s, RM’s.
• To be accountable for the teams’ compliance, sales quality and Professional Standards, acting as the first line of defence to deliver uncompromising business standards in line with all regulatory requirements.
• Ongoing recruitment & retention of MA’s and RM’s.
• Ensure the Mortgage teams remain operationally effective regarding both short and longer-term impacts on the business.
• Maintain robust procedures for the’ delivery & evidencing of ‘best advice’.
• Deliver the Private banking mortgage strategy including overall structure, sales goals, Profit and Loss performance and leads/sales prospect management.
• Direct and visible leadership, through continued engagement, to ensure consistent delivery and alignment to strategy.
• Drive initiatives to generate income, contain costs, migrate/reduce operational losses and strengthen community relationships.
• Responsible for the balance between business growth and risk appetite within the bank mortgage team.
• Deliver maximum sustainable contribution by deploying product, service & channel propositions aligned with segmentation.
• Collate, understand, and articulate customer feedback to proposition and product teams as input into marketing and product development, ensuring continuous improvement.
• Knowledge of key competitors and market share/penetration to develop and implement mortgage strategies.
• Maximise efficiency of mortgage distribution.
• Oversight of process streamlining and SLA’s.
• Oversight of mortgage operational infrastructure

What we look for in a Mortgage Manager?

Knowledge/Experience

• Experience working in relevant environment/s, i.e. Leading a team in financial services customer service delivery through direct channels
• Relevant product knowledge including knowledge of Mortgages is desirable but not essential
• Role relevant qualifications, i.e. Evidence of progress towards QCF Level 4 Qualification for the role is preferable.

Skills

• High energy, self-starter with particular emphasis on inspiring and motivating others
• performance and employee engagement
• Excellent judgement and a demonstration of being decisive and tenacious
• Exhibits strong commercial acumen in understanding competitor activity in the local/national market and recommending solutions
• Excellent interpersonal skills in influencing and negotiating with peers and superiors, liaising with external customers and the community whilst promoting the bank’s profile within the community through marketing and public relations activities.
• CEMAP as a qualification

What the Mortgage Manager will receive?

• Competitive salary and Employee benefits package

• A great work environment in a wonderful Central London location

• The opportunity to learn, progress and enhance your skills