- Customer focus: Ensure a superior customer experience by maintaining high standards of service and addressing any issues or concerns promptly and effectively.
- Leadership: Provide strong leadership and guidance to the mortgage team, fostering a culture of excellence, collaboration, and continuous improvement.
- Operational oversight: Oversee all aspects of mortgage operations, ensuring compliance with regulatory requirements, company policies, and industry best practices.
- Process improvement: Identify opportunities for process enhancements and implement changes to streamline operations, reduce costs, and improve service delivery.
- Inter-team collaboration: Collaborate with the other teams within the business to deliver consistent client outcomes and drive overall business success.
- Relevant qualification to be able to give mortgage advice in the UK (e.g. CeMAP / Certificate in Mortgage Advice).
- Extensive experience in mortgage broking and operations, with a proven track record of delivering great customer outcomes in a high volume mortgages business.
- In-depth knowledge of mortgage products, regulatory requirements, and industry trends.
- Experience presenting webinars and building relationships for business development.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and interpersonal abilities.
- A results-oriented mindset with a focus on delivering exceptional customer service and achieving operational excellence.
- Relevant qualification to be able to give protection advice in the UK (e.g. Certificate in protection, R05 protection advice).
- Experience in a scale-up business (0-100 employees).
- Experience designing and leading change on operational processes to drive efficiencies.