Operations Manager - Mortgages
Location | Stockport
Salary around £50,000 + Bonuses
NJR are currently working with a well-established financial services company who is looking for an Operations Manager to join their firm. The role of the Operations Manager in the firm is to ensure the business achieves Specialist Mortgage targets whilst working within network guidelines. The role involves making sure the business delivers excellent customer service to all customers who enter the BSF journey and to build a great reputation for the business within the Specialist Mortgage industry.
This is a fantastic company to work with who offer a range of benefits and career progression.
Responsibilities:
- Work with the Operations Directors to support the delivery of the business objectives within Believe Specialist Finance
- Managing the day to day running of the BSF Operations
- Manage business targets to ensure Specialist Mortgage targets are achieved on a monthly / quarterly basis.
- Have an extensive understanding and knowledge of the Specialist Mortgage Market keeping up to date with all market changes and trends.
- Have an extensive understanding and knowledge of the Second Mortgage Lending panel making the business has no missed sale / completion opportunities.
- Lead, manage and develop both the mortgage advice and processing teams to deliver an excellent customer journey.
- Make sure both the Sales and Underwriting teams work together as ONE TEAM.
- Manage all staff within the operation making sure they are happy in their roles and have the right support needed to succeed.
- Train and Develop staff to ensure staff have the best opportunity possible to achieve all targets set by the business, especially Trainees.
- Make sure all staff within BSF understand the culture and objectives the business has, ensuring everyone works as a team to achieve business goals.
- Organising staff to meet workloads by analysing and anticipating trends whilst handling and managing any disruptions to workflow. Report variations to line management to assist wider team in meeting service standards and quality targets.
- Manage working hours, ensuring all rotas are complete on a weekly basis to ensure all leads the business purchases are worked to a satisfactory standard.
- Manage rota's and working patterns to make sure all sickness and holidays are covered so that no Believe Loans customers or 3rd party relationships are affected.
- Make sure Staff breaks are taken at the right time and that enough cover is always in the office to make sure calls are not missed from both customers and 3rd party providers.
- Hold regular staff meetings with both the Sales and Underwriting making sure everyone in the business understands how they are performing and what actions are needed.
- Hold regular one to ones with staff at least once a month to review performance and agree actions moving forward.
- Managing all KPI delivery within the business making sure all members of the operation are clear on KPI targets and are motivated and driven to succeed.
- Make sure Leads are worked effectively, morning, noon and night.
- Ensuring Advisors cover full mortgage fact finds with clients taking all information needed for both internal sales and cross sale opportunities.
- Work with the Protection Underwriting Manager to ensure all clients are offered a protection review and the business achieves the expected protection conversion on Second Mortgage cases.
- Ensure all waste is monetised within the business making sure all WTD's are checked daily for potential missed sales opportunities or 3rd party referrals i.e. Equity Release and Commercial.
- Help the sales team underwrite any problem cases either upfront at point of sale or back end when the case is marked as a resale status.
- Ensure daily workflows reviews are done making sure all workflows are up to date in both the sales and underwriting teams.
- Managing all SLA delivery within the business making sure all members of the operation are clear on what SLAs are in place and the importance of these SLA's for customer satisfaction.
- Be innovative in the role bringing new ideas into the business and challenging current processors to improve performance.
- Establishing and maintaining excellent working relationships with customers and identifying associated opportunities to improve service.
- Making sure the business has a great reputation for customer service driving five-star reviews through the Believe Specialist Trust Pilot account.
- Make sure all staff within the operation understand the importance of compliance and how important being compliant is in their roles.
- Work with all staff to help them achieve competent status in the roles passing both internal and network audits.
- Work with the Head of Compliance to ensure all audit feedback sessions are constructive and any actions are implemented immediately.
- Manage all employees effectively using the company HR policies and Procedures.
- Liaise with HR and seek advice on any employee relations issues that have escalated.
- Provide and encourage a working environment free from harassment or bullying
Candidates applying for the role should already be an Operations Manager, ideally within Mortgages. It is essential that the successful candidates understand the FCA Rules and the high important of Compliance around the Advising process.
NJR 14969