01Responsibilities
- Provide end-to-end leadership for UK Mortgage operations across multiple processes and locations.
- Manage an overall workforce of approximately 1,000 employees, including senior managers, operations managers, team leaders and frontline associates.
- Own all delivery metrics, including service levels, turnaround time, quality, productivity, accuracy, customer experience and operational efficiency.
- Build and maintain strong relationships with senior client stakeholders and act as the primary escalation point for critical operational matters.
- Lead regular client governance meetings, performance reviews and strategic business discussions.
- Ensure delivery is compliant with UK mortgage regulations, client policies, internal controls and data-protection requirements.
- Manage operational risk, regulatory risk, business continuity, audits, compliance reviews and remediation plans.
- Drive process transformation through automation, analytics, digitisation, Lean, Six Sigma and continuous-improvement initiatives.
- Own workforce planning, capacity management, hiring forecasts, utilisation, shrinkage, attrition and leadership succession.
- Develop a strong leadership pipeline and ensure effective performance management across all levels.
- Partner with sales, transition and solution teams on new business opportunities, process migrations and account expansion.
- Lead transitions, process stabilisation and scaling of new or existing UK Mortgage operations.
- Own the financial performance of the account, including budgets, revenue, cost control, billing, margins and profitability.
- Identify opportunities for account growth, cross-selling and improved commercial value.
- Establish a high-performance culture focused on accountability, collaboration, customer service and continuous improvement.
- Provide timely executive-level reporting on delivery, financial performance, risks, people metrics and improvement initiatives.
- Must-Have Requirements
- Mandatory experience in the UK Mortgage domain.
- Strong banking or financial-services operations background.
- Experience handling a large operation or workforce of approximately 1,000 employees.
- Senior operations leadership experience at Delivery Head, Business Unit Head, Account Head, Site Head, Vice President or equivalent level.
- Strong knowledge of the UK mortgage lifecycle, including application processing, underwriting support, pre-offer and post-offer activities, completions, servicing, collections or related functions.
- Demonstrated ownership of service delivery, client governance and operational performance.
- Strong understanding of risk management, compliance, audit controls and data security within banking operations.
- Proven experience managing budgets, revenue, cost 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.
- Flexibility to work PAN India and support UK business hours when required.
- Preferred Qualifications
- Bachelors degree from a recognised university; postgraduate qualification or MBA preferred.
- Certifications in Lean, Six Sigma, project management, banking or mortgage operations 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 will be an advantage.
- - What We Need :
- Manage a complex UK Mortgage operation at scale.
- Lead and inspire a .
