Focused on our employees

Operations Team Manager
Date Posted: 06 June, 2024
Belmont Green
Role Purpose

The successful applicant will lead a mortgage underwriting team within New Business Operations, ensuring effective processing, administering and decisioning of all mortgage applications.


They will continually look for ways to deliver an excellent standard of service to our customers by supporting their team in achieving key objectives and by using operational excellence techniques to continually develop their people and the processes they use, whilst ensuring that all financial, quality, regulatory, risk and service requirements are maintained through effective oversight and control.

Key Responsibilities
  • Act as a role model for behaviours and create a productive and constructive team culture in a remote working environment
  • Understand and effectively manage team wellbeing and morale through regular catch ups and 1:1s, and with effective use of the support provided by the business
  • Recognise and share excellent individual performance with the senior management team and wider business through the range of recognition channels
  • Understand and raise key team challenges along with proposed solutions
  • Optimise their team’s output through effective allocation and workload and capacity management, ensuring their team meets key KPIs and SLAs on a daily, weekly & monthly basis
  • Set individual annual objectives, aligned to business goals
  • Keep accurate records of their peoples’ performance against their annual objectives to share with them at regular intervals, and for presenting at periodic performance calibration sessions
  • Use effective leadership and feedback to develop their people and support them to achieve their personal development goals
  • Support underperforming individuals to improve through effective performance management
  • Ensure their team maintains a high level of customer service
  • Ensure all decisions are made within regulatory standards aligned with business needs and lending risk strategy
  • Ensure responsibilities regarding Consumer Duty, the Prevention of Financial Crime (including AML, identification and reporting of fraud) and responsible lending are carried out effectively and in accordance with the company’s policies
  • Present their team’s performance at regular operational performance sessions
  • Build strong relationships with their people, counterparts and key stakeholders across the business, and externally with suppliers and customers
  • Work as part of the NBO management team, sharing common role responsibilities for optimum operational effectiveness
  • Identify ways to improve productivity, decisioning quality and service to intermediaries and assist in the continued improvement of the originations systems, processes and procedures
  • Support the change environment including the testing lifecycle, system development and the delivery of relevant key changes
  • Be involved in the wider change management process by attending and contributing to meetings surrounding the company wide change landscape
  • Achieve their own annual objectives
  • Self-manage and organise their own workload in line with business priorities
  • Maintain an up to date working knowledge of our products and policies
  • Maintain knowledge of the current regulations and legislation applicable to underwriting
  • Ensure that all complaints are handled in accordance with the Complaints Handling procedure
  • On occasion, be a representative of the business at third party locations
Knowledge & Experience

Leadership Skills and Personal Qualities:

  • Excellent leadership behaviours, including strong interpersonal skills, influence and effective communication
  • A desire to embrace the company’s strategy and create a high performing team culture that embodies our values
  • Able to develop a team by motivating and building skillsets through coaching, mentoring, training and effective development plans that drive results, support retention and succession planning
  • Be a role model for behaviours, with strong personal resilience and drive to succeed
  • Able to work under their own initiative and multi-task to balance competing priorities in a fast-paced environment
  • Be a strong team player
  • Ability to produce, analyse and interpret data, business requirements and regulatory guidelines
  • The awareness and drive to proactively identify, manage and support departmental improvement and drive operational excellence
  • The confidence to constructively challenge others with your own well thought out opinions, and to challenge the status quo
  • An ability to work with ambiguity


Knowledge and Experience:

  • A minimum of 5 year’s team management and leadership experience in an operational environment, including strong people management, development, coaching and performance management skills
  • Demonstrable experience of effectively leading teams to deliver operational targets and of improving operational efficiency
  • Experience working in a financial service ‘new business’ environment and working knowledge of the applicable regulations and legislation (specialist mortgage underwriting experience desirable)
  • Proficient in MS Office (i.e. Outlook, Word, Excel, Teams and PowerPoint)


We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.
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