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Head of Operations

  • Location: North Yorkshire
  • Salary: £80,000 - £100,000 per year
  • Job Type:Permanent

Posted about 1 month ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email:
  • Contact Phone: 0161 883 2740
  • Expiry Date: 27 September 2023
  • Job Ref: NC/10758


My client is looking for a Head of Operations who will direct the operations function ensuring an effective control framework is designed and implemented to provide assurance that customer mortgage accounts are administered by the outsourced servicer.


Key Responsibilities:

Direct and oversee the efficient and effective operational oversight of the outsourced servicer.

Design and implement effective tools and processes to oversee delivery by the outsourced servicer, including outcomes testing and QA.

Through the delivery of effective oversight, identify areas requiring improvement in customer service delivery, working collaboratively with colleagues.

Oversee and provide executive level guidance on the management of operational risks within the business.

Develop, manage, and maintain an effective working relationship with the outsourced servicer.

Ensure all regulatory obligations are discharged and that customer outcomes consistently meet Board risk appetite and regulatory expectations, including the FCA's Consumer Duty. 

Design and implement operational strategies, plans and procedures to support delivery of Landmark's 3-year strategy and commercial objectives.

Develop and maintain relationships with 3rd party suppliers to support delivery of the Operations department

Provide strategic leadership for the Operations department to achieve agreed business goals and objectives, KPI's and other relevant deliverables. 


Skills Knowledge and Expertise


      In-depth knowledge and proven track record in residential mortgage servicing, including specialist servicing, within a regulated environment.

In-depth knowledge and proven track record in oversight of regulated mortgage servicing activities

Experience of operating in an outsourced servicing business model.

Sound understanding of relevant FCA requirements.

Demonstrable competency in strategic planning and business development.

Ability to identify, manage and mitigate risk.

Detailed working knowledge of credit risk operation practices

Proven ability to exercise good commercial and professional judgement. 

Experience of analysing, interpreting data and identifying actionable insights.

External business awareness and networking including knowledge of the UK lending market.


Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact MERJE directly.