Head of Operations (Mortgages & Savings)

The role:

We are currently working exclusively with a well-established and respected Building Society to identify a new Head of Operations (Mortgages & Savings). Reporting to COO the role of Head of Operations (Mortgages & Savings) will have full responsibility for all aspects of delivering customer outcomes in retail savings (acquisition and servicing) and mortgage servicing.

Further responsibilities for Head of Operations (Mortgages & Savings) include…

• Ensure the highest levels of customer service to members
• Set and oversee the achievement of KPI’s for internal teams and individuals
• Lead, inspire and develop the direct reports and teams. Including Retail, Sales, Mortgage Servicing and Marketing.
• Ensure all operational processes and procedures are completed to the satisfaction of members and meet SLA’s.
• Manage third party relationships and ensure compliance with the Society’s third party policies
• Ownership of 1st line Risk & Compliance for Branch, Sales, Marketing & Servicing
• Use MI to identify trends and changes relating to Sales and Customer Service volumes and this relates to the overall business plan

The Company:

• A well established and respected Building Society with a reputation for highly competitive products and excellent customer service. Hybrid working is available.

The Person:

• c5+ years experience in a similar senior operations role within Financial Services.
• Strong leadership credentials with a proven track record of motivating and inspiring teams to achieve/exceed targets and goals
• Skilled in third party management with strong commercial and negotiation skills
• Demonstrate success in embedding and delivering operational and customer service excellence
• The ability to build credibility and influence at all levels of seniority
• Calm and focused under pressure who finds & delivers pragmatic solutions
• Strong MS Office including Word & Excel.