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… • Ensure the highest levels of customer service to members • Set and oversee the achievement of KPI’s for internal teams and individuals • Lead, inspire and develop the direct reports and teams. Including Retail, Sales, Mortgage Servicing and Marketing. • Ensure all operational processes and procedures are completed to the satisfaction of members and meet SLA’s. • Manage third party relationships and ensure compliance with the Society’s third party policies • Ownership of 1st line Risk & Compliance for Branch, Sales, Marketing & Servicing • Use MI to identify trends and changes relating to Sales and Customer Service volumes and this relates to the overall business plan The Company: • A well established and respected Building Society with a reputation for highly competitive products and excellent customer service. Hybrid working is available. The Person: • c5+ years experience in a similar senior operations role within Financial Services. • Strong leadership credentials with a proven track record of motivating and inspiring teams to achieve/exceed targets and goals • Skilled in third party management with strong commercial and negotiation skills • Demonstrate success in embedding and delivering operational and customer service excellence • The ability to build credibility and influence at all levels of seniority • Calm and focused under pressure who finds & delivers pragmatic solutions • Strong MS Office including Word & Excel.