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Lending Operations
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Lending Operations Manager - London - full time permanent - up to £90,000
We are looking for an experienced Lending Operations Manager to lead the operational delivery of a residential mortgage underwriting function.
Managing a team of approximately 12, you will take ownership of the operational processes surrounding the mortgage underwriting journey, ensuring applications are progressed efficiently, accurately and in line with regulatory requirements.
This is not an underwriting position. The focus is on the operational infrastructure surrounding underwriting – including how cases are received, prioritised, allocated, tracked and progressed through to completion.
A key part of the role will be driving continuous improvement across the lending journey, identifying bottlenecks and opportunities to simplify, automate and improve existing processes.
Key Responsibilities
- Lead day-to-day mortgage operations across the new lending lifecycle, from pre-application and packaging through underwriting support, offer and conveyancing queries
- Manage application pipelines, workflow allocation, team capacity and service levels to improve turnaround times and maintain consistent performance
- Lead, coach and manage a team of approximately 12, setting clear expectations around productivity, quality and service
- Identify and deliver process improvements across mortgage origination, using MI and data to identify bottlenecks, rework and operational inefficiencies
- Drive greater automation and simplification of workflows, including the use of technology and AI-driven solutions where appropriate
- Develop and monitor operational KPIs covering application flow, productivity, quality, conversion and service performance
- Oversee operational relationships with intermediaries and packagers, supporting effective case progression and communication
- Manage operational escalations and time-critical cases while maintaining appropriate underwriting independence and controls
- Ensure lending operations remain aligned with internal policies, risk appetite and regulatory requirements
- Work closely with Underwriting, Credit Risk, Sales, Compliance and Technology teams to deliver operational improvements and wider change initiatives
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Essential Skills & Experience
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- 5+ years' experience within mortgage or lending operations
- Strong experience of residential owner-occupied new lending, ideally within an intermediary/broker-led environment
- Strong understanding of the mortgage origination lifecycle, including application processing, packaging, case management, underwriting and conveyancing
- Previous experience leading and managing operational teams within a regulated mortgage or lending environment
- Demonstrable experience delivering process improvements, operational efficiencies or transformation initiatives
- Experience using technology, automation or digital solutions to improve operational processes
- Strong understanding of pipeline management, workflow allocation, capacity planning and service levels
- Good knowledge of FCA mortgage regulation, including MCOB and Consumer Duty requirements.
- Understanding of operational risk, controls and quality management
- Strong analytical skills with experience using MI and KPIs to identify issues and drive performance improvements
- Excellent stakeholder management, communication and problem-solving skills.
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