Head of UK Mortgage Operations
Gratitude IncHead of UK Mortgage Operations
Job Description
Key Skills
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Location: Mumbai (Preferred) / PAN India
Experience: 18–25 Years
Industry: Banking & Financial Services – UK Mortgage Operations
Job Overview
We are hiring an experienced Head of Operations / Delivery Head – UK Mortgage to lead and scale a large UK Mortgage delivery function. The role requires end-to-end ownership of service delivery, client relationships, operational excellence, financial performance, compliance, and workforce management for a large-scale operation of approximately 1,000 employees.
The ideal candidate should possess extensive leadership experience in UK Mortgage Operations, with a proven track record of managing large multi-location teams, driving transformation initiatives, and delivering operational and financial excellence.
Eligibility
18–25 years of experience in BPO, BPM, Banking Operations, or Financial Services.
Mandatory experience in UK Mortgage Operations.
Bachelor's degree from a recognized university (MBA/Postgraduate qualification preferred).
Lean, Six Sigma, PMP, or Banking/Mortgage certifications are an added advantage.
Key Responsibilities
Lead end-to-end UK Mortgage operations across multiple processes and locations.
Manage a workforce of approximately 1,000 employees, including senior leaders and operations teams.
Own service delivery metrics including SLA, TAT, Quality, Productivity, Accuracy, and Customer Experience.
Build and manage relationships with senior client stakeholders.
Lead governance meetings, business reviews, and strategic client discussions.
Ensure compliance with UK Mortgage regulations, audit requirements, and data security policies.
Drive operational excellence through automation, analytics, Lean, Six Sigma, and digital transformation.
Own workforce planning, capacity management, hiring forecasts, utilization, and succession planning.
Manage budgets, revenue, profitability, billing, and cost optimization.
Lead transitions, migrations, and process stabilization.
Partner with Sales, Transition, and Solution teams for business growth and account expansion.
Build a high-performance culture focused on customer satisfaction and continuous improvement.
Mandatory Skills
UK Mortgage Operations
Banking & Financial Services Operations
Delivery Management
Operations Management
Client Relationship Management
Stakeholder Management
People Leadership
Service Delivery
Business Transformation
Risk & Compliance Management
Workforce Planning
Financial Management
Lean / Six Sigma
Process Improvement
Preferred Qualifications
MBA or Postgraduate qualification.
Lean Six Sigma / PMP / Banking Certifications.
Experience with UK Banks, Building Societies, Mortgage Lenders, or Mortgage Servicing Organizations.
Experience managing large-scale transitions and multi-site operations.
Key Success Measures
Achievement of SLA, Quality, Productivity, and Turnaround Time targets.
Client satisfaction and governance excellence.
Revenue growth and profitability.
Successful audit and compliance outcomes.
Employee engagement and leadership development.
Continuous improvement and automation delivery.
Important Notes
Ex-TCS employees are not eligible to apply.
PAN Card and Date of Birth (DOB) are mandatory for profile creation.
Candidates must complete the mandatory screening questionnaire before their profile can be processed.
Mandatory Questionnaire
Please complete the questionnaire using the link below before applying:
Questionnaire Link: [https://myglit.com/lateral/cref/cfae13ed97]
Role
Operations Manager
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Non-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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