Role: Head of Operations / Delivery Head – UK Mortgage

Role Summary :

We are looking for a senior operations leader to manage and scale a large UK Mortgage delivery function within the Banking and Financial Services domain. The candidate will be responsible for an operation of approximately 1,000 employees, with complete ownership of service delivery, client relationships, operational performance, profitability, compliance and workforce management.

The ideal candidate must have extensive leadership experience in UK Mortgage operations and a proven track record of managing large, multi-location teams.

Preferred Experience :

• Approximately 18–25 years of overall experience in BPO, BPM, banking operations or financial services.

• Significant experience in the UK Mortgage domain is mandatory.

• Proven experience managing a workforce of approximately 1,000 employees through multiple layers of leadership.

• Experience managing large banking or financial-services operations across multiple locations.

• Strong exposure to senior client and stakeholder management.

• Experience owning operational performance, revenue, cost, productivity and profitability.

• Willingness to work from any company location across India and travel as required.

Key Roles and Responsibilities:

• Provide end-to-end leadership for UK Mortgage operations across multiple processes and locations.

• Manage an overall workforce of approximately 1,000 employees, including senior managers, operations managers, team leaders and frontline associates.

• Own all delivery metrics, including service levels, turnaround time, quality, productivity, accuracy, customer experience and operational efficiency.

• Build and maintain strong relationships with senior client stakeholders and act as the primary escalation point for critical operational matters.

• Lead regular client governance meetings, performance reviews and strategic business discussions.

• Ensure delivery is compliant with UK mortgage regulations, client policies, internal controls and data-protection requirements.

• Manage operational risk, regulatory risk, business continuity, audits, compliance reviews and remediation plans.

• Drive process transformation through automation, analytics, digitisation, Lean, Six Sigma and continuous-improvement initiatives.

• Own workforce planning, capacity management, hiring forecasts, utilisation, shrinkage, attrition and leadership succession.

• Develop a strong leadership pipeline and ensure effective performance management across all levels.

• Partner with sales, transition and solution teams on new business opportunities, process migrations and account expansion.

• Lead transitions, process stabilisation and scaling of new or existing UK Mortgage operations.

• Own the financial performance of the account, including budgets, revenue, cost control, billing, margins and profitability.

• Identify opportunities for account growth, cross-selling and improved commercial value.

• Establish a high-performance culture focused on accountability, collaboration, customer service and continuous improvement.

• Provide timely executive-level reporting on delivery, financial performance, risks, people metrics and improvement initiatives.

Must-Have Requirements

• Mandatory experience in the UK Mortgage domain.

• Strong banking or financial-services operations background.

• Experience handling a large operation or workforce of approximately 1,000 employees.

• Senior operations leadership experience at Delivery Head, Business Unit Head, Account Head, Site Head, Vice President or equivalent level.

• Strong knowledge of the UK mortgage lifecycle, including application processing, underwriting support, pre-offer and post-offer activities, completions, servicing, collections or related functions.

• Demonstrated ownership of service delivery, client governance and operational performance.

• Strong understanding of risk management, compliance, audit controls and data security within banking operations.

• Proven experience managing budgets, revenue, cost and profitability.

• Strong people-leadership and organisational-development capabilities.

• Excellent communication, presentation, negotiation and stakeholder-management skills.

• Experience leading transformation, automation or continuous-improvement programmes.

• Flexibility to work PAN India and support UK business hours when required.

Preferred Qualifications

• Bachelor’s degree from a recognised university; postgraduate qualification or MBA preferred.

• Certifications in Lean, Six Sigma, project management, banking or mortgage operations will be an advantage.

• Experience working with UK banks, building societies, mortgage lenders or mortgage-servicing organisations is strongly preferred.

• Exposure to multi-site delivery, large-scale transitions and process migrations will be an advantage.

What We Need : 

• Manage a complex UK Mortgage operation at scale.

• Lead and inspire a workforce of approximately 1,000 employees.

• Build strong relationships with senior banking clients.

• Consistently deliver operational, financial and customer-experience targets.

• Strengthen governance, compliance and risk controls.

• Drive transformation, automation and productivity improvement.

• Develop future leaders and build a stable, high-performing organisation.

• Travel or relocate across India according to business requirements.

Key Success Measures : 

• Achievement of SLA, quality, productivity and turnaround-time targets.

• Client satisfaction and account-governance effectiveness.

• Revenue growth, cost optimisation and margin performance.

• Successful audit and compliance outcomes.

• Employee engagement, leadership development and attrition control.

• Delivery of automation, transformation and continuous-improvement benefits.

• Stable performance across locations, processes and business cycles.