First Charge Mortgage Operations Manager

This is a hands-on leadership role within our growing First Charge Mortgage Brokerage. Working closely with the Home Lending leadership team, you'll play a key role in building and shaping our operations function as we scale. You'll help define the future of the team, establishing the people, processes, controls, systems and reporting that enable sustainable growth.

You'll be responsible for leading the end-to-end operational journey from application submission through underwriting, mortgage offer and completion. You'll ensure we deliver a seamless, high-quality experience for both customers and advisers, balancing speed, operational excellence and regulatory compliance as we continue to grow.

We're looking for someone who thrives in fast-paced, scaling environments and enjoys building teams, processes and operations from the ground up. You'll combine strong operational leadership with a customer-first mindset, using data and insight to continuously improve how we work and the outcomes we deliver.

Build and scale our operations

• Help shape the operating model, team structure and roadmap for our growing mortgage brokerage, building the foundations for long-term success.
• Design scalable processes, controls, governance and service standards that enable us to grow while delivering a consistently great customer experience.
• Define operational requirements for our technology, including CRM, case management, lender integrations, document management and reporting.
• Build and grow a high-performing operations team by leading workforce planning, hiring, onboarding and development as the business scales.
• Roll up your sleeves during the early stages; solving operational challenges and supporting live cases while building for the future.

• Lead the end-to-end operational journey from application through underwriting, mortgage offer and completion.
• Own operational performance, ensuring healthy pipelines, efficient workflows, strong service levels and effective capacity management.
• Build strong partnerships with advisers, lenders, conveyancers, valuers and other partners to keep cases moving and customers informed.
• Continuously improve operational efficiency, reducing rework, shortening completion times and creating a smoother experience for customers and advisers.

• Champion fair, simple and responsive customer experiences, ensuring the needs of all customers—including those in vulnerable circumstances—are supported.
• Embed quality assurance, risk and compliance controls that meet regulatory requirements while enabling the business to move at pace.
• Use customer feedback, complaints, audits and operational insights to identify root causes and continuously improve our processes.
• Ensure our operational records, controls and governance are robust, accurate and audit-ready.

• Set clear expectations and create an environment where people are supported, coached and empowered to do their best work.
• Use data and insight to measure operational performance, identify opportunities and drive continuous improvement across productivity, quality and customer outcomes.
• Develop demand and capacity plans, providing clear recommendations to senior leaders on future investment, risks and priorities.
• Champion the use of technology, automation and AI to simplify processes, improve efficiency and help advisers and operations teams spend more time where they add the greatest value.

• Significant experience leading mortgage operations within a UK First Charge Mortgage Brokerage.
• A proven track record of building or scaling mortgage operations, creating the processes, controls and team structures needed to support growth.
• Deep knowledge of the end-to-end mortgage journey, from application submission through underwriting, offer and completion.
• A hands-on approach, with the confidence to solve problems, make decisions and adapt quickly as priorities evolve.
• Experience leading, coaching and growing high-performing operational teams through periods of change and growth.
• A strong understanding of mortgage regulation, operational risk, quality assurance,…