This company is looking for an experienced Senior Operations Manager to organise and oversee the daily operations of their new online mortgage brokerage aimed at landlords. Three principal areas of responsibility are the company’s customer service activities, efficient processing of customer mortgage applications including liaison with lenders and the main compliance procedures for the company to satisfy FCA requirements.
They are a new company aiming to transform the buy-to-let mortgage business with a new service for landlords to select and apply for mortgages and other products.
The role holder will work closely with Board members to set the strategic direction and operational and compliance standards for the company. This is also a leadership role for the customer service and mortgage processing staff – to grow their capabilities and capacity to deliver an excellent mortgage broker experience for customers.
The successful applicant will have a good track record in managing business operations preferably within financial services.
Key responsibilities:
General
- Liaise with CEO and other Board members to make decisions for operational activities and set strategic goals
- Plan and monitor the day-to-day running of business to ensure smooth progress
- Manage procurement processes and coordinate material and resources allocation
- Supervise staff across customer service and mortgage processing teams and provide constructive feedback
- Manage team workloads in order to meet goals and deadlines
Mortgage Processing
- Set up and optimise mortgage operations, providing service to a rapidly growing business
- Lead business planning and develop volume projections and translate to operational needs and budgets
- In conjunction with IT team, design new loan origination systems
Customer Service
- Oversee customer support processes and organise them to enhance customer satisfaction
- Manage relationships/agreements with external partners
- Observe performance of team members and strengthen their skills
- Oversee customer complaints
Compliance
- Formulate and carry out the business annual compliance programme
- Ensure that the company maintains external and internal regulatory compliance in accordance with FCA and PRA rules
- Be a principal point of contact and a liaison with FCA for regulatory matters
- Oversee compliance-related training for staff as required
Skills and experience
- Proven experience as operations manager or leader
- Ability to plan & prepare the strategy and budget requirements
- Strong planning, organisational and time management abilities
- Leadership, team management, developing and mentoring
- Relationship building, negotiation, problem solving
- Prior experience in banking and finance is preferred
- Knowledge of industry’s legal rules and guidelines