Head of Operations

Head of Operations – Property / Mortgages

Hampshire

4 days office, 1 day remote

A leading specialist financial services business is looking for an experienced Head of Operations to join its Property division and take strategic responsibility for multiple operational functions.

This is a senior leadership opportunity for an individual with a strong background in mortgages, lending, banking or regulated financial services, who can combine operational leadership with a focus on risk, controls, customer outcomes and continuous improvement.

You will play a key role in supporting the continued growth of the Property business, leading experienced teams and driving improvements across operational performance, processes and service delivery.

You will have responsibility for the Pre-Completion, Operations and Controls functions, ensuring they operate effectively, efficiently and in line with regulatory and business requirements.

Key responsibilities will include:

• Providing strategic leadership across Pre-Completion, Operations and Controls.
• Leading, developing and motivating high-performing operational teams.
• Setting operational strategy and ensuring alignment with wider business objectives.
• Taking accountability for operational performance, service levels, quality and customer outcomes.
• Monitoring operational MI, KPIs and productivity and identifying opportunities for improvement.
• Overseeing operational risk, governance and control frameworks.
• Ensuring compliance with regulatory requirements, internal policies and risk appetite.
• Leading the response to audits, reviews and control findings, ensuring appropriate remediation.
• Acting as a senior escalation point for operational, customer, broker and partner matters.
• Building strong relationships with senior stakeholders across the business.
• Managing key third-party suppliers and service providers.
• Driving process optimisation, automation and technology-enabled improvements.
• Leading and sponsoring operational change and transformation initiatives.
• Supporting strategic projects designed to improve efficiency and enable sustainable growth.
• Managing budgets, resource planning and operational capacity.

About You

The successful candidate will have significant experience leading operational teams within a regulated lending, banking or financial services environment.

You will ideally have:

• Strong leadership experience within mortgages, lending, banking or specialist financial services.
• Proven experience managing operational teams and delivering strong service and customer outcomes.
• A strong understanding of mortgage lending and/or loan servicing operations and the end-to-end customer journey.
• Experience of operational risk, controls, governance and regulatory compliance.
• A proven track record of delivering process improvement, change and transformation.
• Experience managing third-party suppliers and service providers.
• Strong stakeholder management and influencing skills, including at senior/executive level.
• Experience with budgets, resource planning and operational capacity management.
• Excellent communication, leadership, problem-solving and decision-making skills.

Desirable experience

• Experience managing audit activity and regulatory reviews.
• Experience within an FCA-regulated environment.
• Knowledge of Consumer Duty and customer outcome frameworks.
• Experience delivering technology, automation or digital transformation programmes.

What's on Offer?

This is an excellent opportunity to join a growing specialist financial services business in a highly visible leadership position.

You will have the opportunity to:

• Take strategic ownership of key operational functions.
• Lead and develop experienced teams.
• Influence operational strategy and business growth.
• Deliver meaningful transformation and process improvements.
• Work closely with senior stakeholders across the organisation.
• Make a direct impact on customer outcomes and operational performance.

The role offers a competitive salary and performance-related bonus, alongside a comprehensive benefits package.