Head of UK mortgage operations

Gratitude Inc

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6 hours ago

Head of UK mortgage operations

18-25 Year(s)

Mumbai

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Job Description

Key Skills

Workforce Management Operations Management Risk Management experience Experience in managing Banking & Financial Services or Collections accounts Client Relationship Management Experience in UK Mortgage Operations, Banking/BFSI Operations

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Head of Operations / Delivery Head – UK Mortgage

Location: Mumbai (Preferred) / PAN India
Experience: 18–25 Years
Industry: Banking & Financial Services – UK Mortgage Operations

Job Summary

We are hiring an experienced Head of Operations / Delivery Head – UK Mortgage to lead and scale a large UK Mortgage operations business within the Banking & Financial Services domain.

The role involves end-to-end ownership of a UK Mortgage delivery organization of approximately 1,000 employees, including service delivery, client relationship management, operational excellence, financial performance, compliance, workforce planning, and business transformation.

The ideal candidate must have extensive experience in UK Mortgage Operations and a proven track record of leading large, multi-location delivery teams.

Key Responsibilities

Lead end-to-end UK Mortgage operations across multiple processes and locations.
Manage a workforce of approximately 1,000 employees through multiple leadership levels.
Own delivery performance including SLA, TAT, Quality, Productivity, Accuracy, and Customer Experience.
Build and maintain strong relationships with senior client stakeholders.
Conduct governance meetings, business reviews, and strategic client discussions.
Ensure compliance with UK Mortgage regulations, client policies, audit requirements, and data security standards.
Drive operational excellence through Lean, Six Sigma, Automation, Analytics, and Digital Transformation initiatives.
Manage workforce planning, capacity planning, utilization, hiring forecasts, attrition, and succession planning.
Develop leadership capability and build a high-performing organization.
Partner with Transition, Sales, and Solution teams for business expansion and process migrations.
Lead process transitions, stabilization, and operational scaling.
Own account financials including budgets, revenue, cost optimization, billing, profitability, and margins.
Identify opportunities for business growth and account expansion.
Manage operational risk, compliance, business continuity, and audit readiness.
Provide executive leadership reporting on delivery, financials, risks, and people metrics.

Required Experience

18–25 years of experience in BPO, BPM, Banking Operations, or Financial Services.
Mandatory experience in the UK Mortgage domain.
Experience managing operations with approximately 1,000 employees.
Strong experience leading multi-location banking or financial services operations.
Experience in senior leadership roles such as:
- Delivery Head
- Business Unit Head
- Account Head
- Site Head
- Vice President
- Equivalent Leadership Role
Strong exposure to senior client and stakeholder management.
Experience managing operational performance, revenue, cost, productivity, and profitability.

Must Have Skills

UK Mortgage Operations
Banking & Financial Services
Service Delivery Management
Client Relationship Management
Stakeholder Management
Operations Management
Workforce Planning
Financial Management
Risk Management
Compliance & Audit
Process Transformation
Lean Six Sigma
Automation & Continuous Improvement
Leadership & People Management

Required Knowledge

Complete UK Mortgage lifecycle including:
- Mortgage Application Processing
- Underwriting Support
- Pre-Offer Operations
- Post-Offer Operations
- Mortgage Completions
- Mortgage Servicing
- Collections
Risk Management
Regulatory Compliance
Audit Controls
Data Security
Business Continuity Management

Preferred Qualifications

Bachelor's Degree (Mandatory)
MBA or Postgraduate qualification preferred.
Lean Six Sigma Certification preferred.
Project Management Certification is an advantage.
Experience working with UK Banks, Building Societies, Mortgage Lenders, or Mortgage Servicing organizations is preferred.

What We're Looking For

Ability to lead a complex UK Mortgage operation at scale.
Strong leadership managing approximately 1,000 employees.
Excellent client management and stakeholder engagement skills.
Strong commercial and financial acumen.
Expertise in operational governance, compliance, and risk management.
Proven experience driving automation and continuous improvement.
Ability to build high-performing teams and future leaders.
Willingness to travel or relocate across India based on business requirements.

Key Success Metrics

Achievement of SLA, Quality, Productivity, and Turnaround Time targets.
High client satisfaction and effective governance.
Revenue growth and profitability.
Successful audit and compliance outcomes.
Employee engagement and attrition control.
Successful delivery of transformation and automation initiatives.
Stable operational performance across multiple locations.

Important Notes

Mandatory: Experience in UK Mortgage Operations.
Ex-TCS employees are not eligible to apply.
PAN Card and Date of Birth (DOB) are mandatory for profile creation.
Candidate should be flexible to work from Mumbai or any company location across India and support UK business hours when required.

Role

Operations Manager

Timings

UK Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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