Head of Servicing & Operations
- London
- Permanent
- Full-time
- Ensure every interaction and process is designed with the customer in mind, embedding a culture of fairness, care, and proactive support.
- Continuously review operations to eliminate inefficiencies, enhance service quality, and introduce scalable, data-driven solutions.
- Oversee completions, servicing, product transfers, drawdowns, variations, and vulnerability reviews with clear KPIs and SLAs.
- Lead relationships with outsourced providers (servicers, solicitors, field agents, asset managers), ensuring strong governance, service quality, and cost-effectiveness.
- Work closely with compliance and risk functions to ensure all activity meets FCA, MCOB, GDPR and TCF standards.
- Champion new technologies, including automation and AI, to enhance customer experience and operational efficiency.
- Present performance updates, risks, and opportunities to senior leadership, driving strategic decisions through data and customer insights.
- 10+ years in UK mortgage operations, including primary and special servicing.
- Strong understanding of regulation and customer protection requirements.
- Proven experience leading high-performing servicing teams and improving processes at scale.
- Excellent stakeholder management and negotiation skills.
- Data-driven mindset with experience in technology adoption and process automation.
- Customer-Centric Leader puts customer outcomes at the heart of decisions.
- Change Maker continuously seeks ways to improve and streamline processes.
- Innovative Thinker open to new technology and smarter ways of working.
- Adaptable & Collaborative thrives in a fast-paced, evolving environment.
- High Emotional Intelligence builds trust, motivates teams, and fosters a culture of care.