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- Lead and Inspire: Manage a team of Lending Support Officers, ensuring high standards of service and compliance throughout the lending journey.
- Oversee Processes: Handle applications from start to finish, ensuring smooth progression through to completion.
- Collaborate: Work closely with internal teams, brokers, solicitors, and valuation professionals to maintain a seamless customer experience.
- Improve and Innovate: Drive efficiencies, identify service improvements, and help design processes for a growing organisation.
- Quality Assurance: Conduct checks to ensure excellence and regulatory compliance in all activities.
- Develop Talent: Coach, mentor, and conduct regular performance reviews with your team, fostering growth and development.
- Manage daily operations, ensuring compliance and SLA adherence.
- Address broker and customer queries, ensuring prompt, accurate resolutions.
- Engage with stakeholders to ensure smooth application processing.
- Investigate and resolve escalated issues and complaints.
- Support recruitment, induction, and training to grow the team.
- Contribute to post-completion loan servicing and reporting.
- Deputise for the Head of Operations when required.
- 2+ years’ experience in lending operations, ideally in retail lending (owner-occupier or Buy-to-Let).
- Strong understanding of the end-to-end lending process.
- Leadership skills, including team building, coaching, and performance management.
- Excellent communication and problem-solving skills.
- A proactive, adaptable, and customer-focused mindset.
- CeMap qualification (or willingness to achieve this as part of your development).
- Attention to detail and a collaborative, team-player approach.
- Hybrid Work: Enjoy flexibility with a mix of office and remote work.
- Career Growth: Be part of a new team in a growing organisation, with opportunities to shape processes and make a real impact.
- Central Location: Our modern office is conveniently located in Birmingham city centre.
- Supportive Environment: Work with a passionate team that values collaboration and innovation.
