Head of Operations (Mortgages & Savings)

The role:

We are currently working exclusively with a well-established and respected Building Society to identify a new Head of Operations (Mortgages & Savings). Reporting to COO the role of Head of Operations (Mortgages & Savings) will have full responsibility for all aspects of delivering customer outcomes in retail savings (acquisition and servicing) and mortgage servicing.

Further responsibilities for Head of Operations (Mortgages & Savings) include…

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• Ensure the highest levels of customer service to members
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• Set and oversee the achievement of KPI’s for internal teams and individuals
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• Lead, inspire and develop the direct reports and teams. Including Retail, Sales, Mortgage Servicing and Marketing.
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• Ensure all operational processes and procedures are completed to the satisfaction of members and meet SLA’s.
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• Manage third party relationships and ensure compliance with the Society’s third party policies
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• Ownership of 1st line Risk & Compliance for Branch, Sales, Marketing & Servicing
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• Use MI to identify trends and changes relating to Sales and Customer Service volumes and this relates to the overall business plan
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The Company:

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• A well established and respected Building Society with a reputation for highly competitive products and excellent customer service. Hybrid working is available.
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The Person:

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• c5+ years experience in a similar senior operations role within Financial Services.
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• Strong leadership credentials with a proven track record of motivating and inspiring teams to achieve/exceed targets and goals
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• Skilled in third party management with strong commercial and negotiation skills
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• Demonstrate success in embedding and delivering operational and customer service excellence
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• The ability to build credibility and influence at all levels of seniority
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• Calm and focused under pressure who finds & delivers pragmatic solutions
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• Strong MS Office including Word & Excel.
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