Head of Mortgage Operations

Location Leeds
Discipline: Retail Banking
Job type: Permanent
Job ref: 013642
Published: 10 days ago

Head of Mortgages

Full time: 35 hours

Remote working with requirement to work from either Leek/Plymouth Contact Centre sites 

Manchester City Centre


The Co-operative Bank are celebrating 150 years of ethical banking, we're proud to be different. And we're even prouder that it's our people with purpose, who make us different. We help colleagues connect and support each other, our customers and our communities. We reward them with more than just a competitive salary, offering an attractive range of benefits that support work life balance, wellbeing and career development. Thinking of a move to an ethical organisation? Why not join the UK’s original ethical Bank in our industry leading Retail Banking – Customer Channels business area.


We are excited to announce a brand new opportunity for a Head of Mortgage Operations. This role is responsible for managing and leading mortgage operations including the secured arrears management and operational excellence. You will get involved in the delivery of mortgage operational and business plans alongside delivering an effective customer service and arrears strategy that puts the customer at the heart of everything we do.  


What will this role involve?  

*       Direct, lead, develop and motivate people (c300) to ensure the accountabilities of the mortgage operation are delivered and establish a vibrant, exciting, high performance culture.

*       Provide operational leadership across the area as part of the overall retail channels leadership Team

*       Develop operational plans to ensure the effective delivery of agreed plans within timescales and budgets.

*       Identify, collaborate and partner with Bank internal and external stakeholders in order to assess needs and expectations in relation to mortgage operational deliverables;

*       Retain budget responsibility for the Mortgage Operation, oversee and manage significant growth of the mortgage book and the delivery of a challenging P&L.

*       Understand the Bank’s risk management framework, following appropriate policy and procedures ensuring that risks are managed and controlled.

*       Assess, monitor and implement strategies to manage and control risk and compliance with appropriate corporate, statutory and regulatory requirements;

*       Ensure mortgage operations continually meets all regulatory, risk and control requirements and that appropriate and robust governance arrangements are in place

*       Day to day responsibility for specific areas of regulated activity that fall within the role remit.

*       Maintain knowledge of regulatory and legal requirements relevant to the role, supporting and promoting compliance across the business.

*       Build operational capability to initiate, support and implement major and complex business development initiatives and process improvements to support the overall performance of the operation and promote a culture of change

*       Continually review the operation and initiate, plan and implement changes to improve efficiency and capability in delivering objectives and customer needs, whilst driving down costs and maximising profit.

*       Hold and maintain a detailed working knowledge of the Secured Arrears environment ensuring the Bank’s customer contact strategy is executed and fair treatment for customers suffering financial hardship is delivered.

*       Act as a subject matter expert to represent the bank across the arrears life cycle from pre-arrears through to possession, shortfall recovery and professional negligence to support due diligence requests for example rating agency annual reviews and Bank of England presentations. 

*       Represent the Bank both internally and externally in the management of complex accounts focussing on the delivery of good commercial and customer outcomes.

*       Lead on regulatory requests relating to Secured Arrears ensuring these are delivered on time demonstrating the Bank’s support and fair outcomes for customers in financial hardship 

*       Represent the Secured Arrears teams in both internal and external forums to stay abreast of upcoming regulatory and industry changes and their impact on the arrears processing which also enables the support for wider Bank stakeholders in the delivery of their objectives,

*       Oversee the performance of the third party suppliers who support the arrears life cycle ensuring they are customer focussed and deliver the very best extended service to our customers


We are interested in:


*       Deep knowledge and understanding of end to end retail and intermediary mortgages including strategies, operating models and IT Platforms

*       Extensive planning and organisation skills, proven by successful management of major operational units

*       Experience of leading and managing operations within a regulated environment

*       Able to play a key role in defining operational strategy and policies

*       Financial and commercial skills and acumen; substantial understanding of commercial, financial and legislative requirements

*       Proven track record in senior stakeholder management and influencing at Exec level, across a matrix organisational structure

*       Problem solving and financial control skills

*       Expert leadership, delegation and team building skills


What can you expect from us?

*       Flexible and remote working

*       27 days holiday, plus opportunity to buy 5 extra days

  • Competitive pension / income protection / life assurance

  • Positive, friendly work culture that promotes work life balance 

  • Commitment from employers on continued learning & development 

  • Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.  

  • 2 paid days for volunteering per year

  • ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.  

  • Family friendly policies and supportive working environment

  • Recognition scheme and a culture in which we celebrate success 

  • Colleague network groups committed to inclusion and diversity within our Bank.


This role won’t be around for long, so we would advise to get your application to us as soon as possible by applying today. Unfortunately, we can only consider candidates with the right to work in the UK at this time.  


Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected. If you have a disability as defined by the 2010 equality act please let us know on your application.


As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.


Please note we may withdraw this vacancy once sufficient applications have been reached.