Head of UK Mortgage Operations

Gratitude Inc

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1 month ago

Head of UK Mortgage Operations

18-25 Year(s)

Mumbai

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Job Description

Key Skills

Business Transformation Financial Management Stakeholder Management Operations Management Delivery Management Client Relationship Management Experience in UK Mortgage Operations, Banking/BFSI Operations

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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

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