Head of Operations / Delivery Head – UK Mortgage

Job Title: Head of Operations / Delivery Head – UK Mortgage
Band: BPO 8
Location: Mumbai (Preferred) / PAN India
Experience: 18–25 Years
Salary: Up to ₹50 LPA
Industry: Banking & Financial Services (BFSI)
Domain: UK Mortgage Operations
Employment Type: Full-Time

Job Overview

We are looking for an experienced Head of Operations / Delivery Head – UK Mortgage to lead and scale large-scale UK Mortgage operations within the Banking and Financial Services (BFSI) domain.

The candidate will have end-to-end responsibility for managing an operation of approximately 1,000 employees across multiple locations, ensuring operational excellence, client satisfaction, regulatory compliance, financial performance, and business growth.

The ideal candidate must have extensive UK Mortgage domain expertise, strong strategic leadership capabilities, and a proven track record of managing large BPO/BPM or financial services operations.

Key Responsibilities

• Lead end-to-end UK Mortgage operations across multiple processes and locations.

• Manage an overall workforce of approximately 1,000 employees through multiple levels of leadership.

• Ensure achievement of SLAs, turnaround time, quality, productivity, accuracy, and customer satisfaction targets.

• Build and maintain strong relationships with senior banking clients and stakeholders.

• Lead client governance meetings, business reviews, and strategic discussions.

• Ensure compliance with UK mortgage regulations, client policies, audit requirements, and data protection standards.

• Manage operational risks, regulatory risks, business continuity, and compliance controls.

• Drive process transformation through automation, digitisation, analytics, Lean, and Six Sigma initiatives.

• Oversee workforce planning, recruitment, capacity management, utilisation, attrition, and succession planning.

• Develop leadership capabilities and ensure effective performance management across teams.

• Partner with sales, transition, and solution teams for new business opportunities and account expansion.

• Lead business transitions, process migrations, stabilisation, and operational scaling.

• Own account financial performance, including budgets, revenue, billing, margins, cost control, and profitability.

• Identify opportunities for business growth, cross-selling, and commercial improvements.

• Build a high-performance culture focused on accountability, collaboration, and continuous improvement.

• Provide executive-level reports on operational performance, financial results, risks, and people metrics.

Mandatory Skills & Requirements

• 18–25 years of overall experience in BPO, BPM, banking operations, or financial services.

• Mandatory experience in the UK Mortgage domain.

• Proven experience managing large-scale operations of approximately 1,000 employees.

• Previous experience as Delivery Head, Operations Head, Business Unit Head, Account Head, Site Head, VP, or equivalent.

• Strong understanding of the UK Mortgage lifecycle, including application processing, underwriting support, pre-offer, post-offer, completions, servicing, and collections.

• Extensive experience in banking and financial services operations.

• Strong client relationship and stakeholder management skills.

• Expertise in SLA management, operational delivery, governance, and performance management.

• Knowledge of regulatory compliance, risk management, audits, and data security.

• Experience managing budgets, revenue, costs, margins, and profitability.

• Strong people management, leadership development, and organisational management skills.

• Excellent communication, presentation, negotiation, and decision-making abilities.

• Experience in transformation, automation, Lean, Six Sigma, and continuous improvement.

• Flexibility to work PAN India and support UK business hours when required.

Educational Qualifications

• Bachelor's degree from a recognised university.

• MBA or postgraduate qualification preferred.

• Lean, Six Sigma, project management, banking, or mortgage-related certifications will be an added advantage.

Preferred Experience

• Experience working with UK banks, building societies, mortgage lenders, or mortgage servicing organisations.

• Experience managing multi-location delivery operations.

• Exposure to large-scale transitions, migrations, and business transformation programmes.

Key Performance Indicators (KPIs)

• Achievement of SLA, quality, productivity, and turnaround-time targets.

• Client satisfaction and account governance.

• Revenue growth, cost optimisation, and profitability.

• Audit, regulatory, and compliance performance.

• Employee engagement, leadership development, and attrition control.

• Successful delivery of automation and transformation initiatives.

• Operational stability across multiple locations.

Important Notes

• Mumbai is the preferred location; candidates from PAN India can apply.

• Candidates must be flexible to travel or relocate based on business requirements.

• Ex-TCS employees are not eligible to apply.

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

Candidates with extensive UK Mortgage domain expertise and large-scale BFSI delivery leadership experience are encouraged to apply.