Lending Operations Manager (Full Time)

Leadership & Performance
• Directly manage and motivate the Mortgage Services Team, including specialists in mortgage retentions, customer service, and arrears/recoveries, to achieve and exceed performance targets.
• Set clear objectives, provide regular coaching and development, and conduct performance reviews in line with Society policy.
• Manage absence and performance issues in partnership with the Head of People & Culture.

Mortgage Retentions
• Develop and deliver strategies to maximise retention of existing mortgage customers, including proactive engagement at product maturity and throughout the customer lifecycle.
• Oversee retention campaigns, communications, and offers, ensuring compliance with regulatory requirements and Society standards.
• Monitor retention rates, analyse trends, and implement improvements to increase customer loyalty and reduce attrition.

Mortgage Services (Customer Service)
• Ensure the delivery of high-quality, compliant customer service to mortgage members, including prompt and accurate handling of queries, changes, and requests.
• Maintain high standards of service delivery, evidenced by customer feedback and independent review platforms.
• Act as an escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.

Arrears and Recoveries
• Oversee the management of mortgage arrears and recoveries, ensuring robust processes for early intervention, customer support, and regulatory compliance.
• Lead the team in engaging with customers in arrears, agreeing sustainable solutions, and minimising losses to the Society.
• Ensure accurate reporting of arrears and recoveries, and maintain effective relationships with third parties (e.g., legal, collections agencies) as required.

Controls, Compliance & Risk
• Ensure compliance with all relevant regulatory, audit, security, health & safety, and operational policies and standards.
• Act as Data Owner for mortgage services, overseeing data accuracy, security, and GDPR compliance.
• Adhere to the Society’s Financial Crime Policy and reporting processes (including SARs and Whistleblowing), and complete annual financial crime and bribery prevention training.
• Produce timely, accurate management information for the Executive team and Board.

Stakeholder & Project Delivery
• Report accurately and promptly to the Head of Operations on mortgage services performance, plans, and risks.
• Lead or contribute to operational projects and continuous improvement initiatives within mortgage services.
• Manage relationships with relevant third parties and internal stakeholders.

General
• Carry out all other associated duties and one-off projects as required.

• Proven leadership of mortgage servicing operations, including retention, customer service, and arrears/recoveries.
• Experience developing and delivering retention strategies and managing arrears/recoveries processes.
• Exceptional commercial awareness, strategic thinking, and data-driven decision-making; ability to produce and interpret MI for Executive/Board audiences.
• Strong pastoral skills and experience leading multidisciplinary teams; effective performance management and absence management.
• First-hand experience in customer-focused environments with demonstrable complaint handling and resolution.
• Deep understanding of audit, compliance, health & safety, GDPR, and financial crime obligations; ability to act in good faith and enable/support retail customers to pursue their financial objectives.
• Familiarity with digital/telephony tools supporting mortgage services.

Essential

• Minimum of GCSE Maths and English Grade C or above.
• Up-to-date knowledge of mortgage products, servicing, and arrears management; strong numerical, written, and verbal communication skills.

CeMAP (or equivalent) and/or strong regulated advice background.

Desirable

• Coaching and training experience.