Head of UK Mortgage Operations

Gratitude Inc

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2 days ago

Head of UK Mortgage Operations

18-25 Year(s)

Mumbai, Pune

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Job Description

Key Skills

client management Operation Management banking operations Experience in UK Mortgage Operations, Banking/BFSI Operations Experience in Delivery Leadership, P&L Ownership, Client & Stakeholder Management, Multi-site Operations, Risk & Compliance, Business Transformation and Operational Excellence.

8 candidate(s) have already applied for this Job. Apply now

Head of Operations / Delivery Head – UK Mortgage

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

Job Summary

We are looking for an experienced Head of Operations / Delivery Head – UK Mortgage to lead and scale a large UK Mortgage operations function of approximately 1,000 employees across multiple locations.

The role will have end-to-end ownership of service delivery, client management, operational performance, financials, profitability, compliance, risk, workforce management and transformation. The ideal candidate should have significant experience in UK Mortgage operations and a proven track record of managing large, multi-location banking or financial-services operations through multiple layers of leadership.

Key Responsibilities

Lead end-to-end UK Mortgage operations across multiple processes and locations.
Manage a workforce of approximately 1,000 employees, including Senior Managers, Operations Managers, Team Leaders and frontline teams.
Own delivery metrics including SLA, TAT, quality, productivity, accuracy, customer experience and operational efficiency.
Act as the senior escalation point and build strong relationships with banking and financial-services clients.
Lead client governance meetings, performance reviews and strategic business discussions.
Ensure compliance with UK mortgage regulations, client policies, internal controls and data-protection requirements.
Own operational risk, regulatory risk, audits, business continuity and remediation plans.
Drive transformation through automation, analytics, digitisation, Lean, Six Sigma and continuous improvement.
Lead workforce planning, capacity management, hiring forecasts, utilisation, shrinkage, attrition and succession planning.
Build a strong leadership pipeline and drive performance management across all levels.
Partner with Sales, Transition and Solution teams for new business, migrations and account expansion.
Lead transitions, stabilisation and scaling of new and existing UK Mortgage processes.
Own account financials including budget, revenue, cost, billing, margins and profitability.
Identify opportunities for account growth, cross-selling and commercial improvement.
Establish a high-performance culture focused on accountability, customer service and continuous improvement.
Provide executive-level reporting on delivery, financial performance, risks, people metrics and transformation initiatives.

Must-Have Requirements

Mandatory: Significant experience in UK Mortgage operations.
18–25 years of experience in BPO/BPM, banking operations or financial services.
Proven experience managing a large operation of approximately 1,000 employees.
Senior leadership experience as Delivery Head, Business Unit Head, Account Head, Site Head, VP or equivalent.
Strong knowledge of the UK Mortgage lifecycle, including:
- Mortgage Application Processing
- Underwriting Support
- Pre-offer & Post-offer Activities
- Completions
- Mortgage Servicing
- Collections / Related Mortgage Operations
Strong experience in client governance and senior stakeholder management.
Proven ownership of SLA, productivity, quality, cost and operational performance.
Strong understanding of risk, compliance, audit controls and data security in banking operations.
Experience managing budgets, revenue, costs and profitability.
Strong people leadership and organisational-development capabilities.
Excellent communication, presentation, negotiation and stakeholder-management skills.
Experience leading transformation, automation or continuous-improvement programmes.
Willingness to work PAN India and support UK business hours when required.

Preferred Qualifications

Bachelor’s degree from a recognised university; MBA/Postgraduate qualification preferred.
Lean / Six Sigma, Project Management, Banking or Mortgage-related certifications will be an advantage.
Experience working with UK banks, building societies, mortgage lenders or mortgage-servicing organisations is strongly preferred.
Exposure to multi-site delivery, large-scale transitions and process migrations is an advantage.

Key Success Measures

Achievement of SLA, quality, productivity and TAT targets.
Client satisfaction and effective account governance.
Revenue growth, cost optimisation and margin improvement.
Successful audit, compliance and risk outcomes.
Employee engagement, leadership development and attrition management.
Successful delivery of automation, transformation and continuous-improvement initiatives.
Stable and consistent performance across locations, processes and business cycles.

Candidate Profile

The ideal candidate will be a strategic and hands-on operations leader who can manage a complex UK Mortgage operation at scale, build strong senior-client relationships, drive financial and operational performance, strengthen governance and compliance, and develop a high-performing leadership organisation.

Important Information

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) are required for profile creation.

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

Banking / Financial Services / Broking

Work Mode

Work from office

Process

Non-Voice

Functional Area

Banking / Financial Services

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.

Toukeerahmed Attar

Recruiter - Gratitude Inc

NA, india

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