Head of Operations / Delivery Head – UK Mortgage

Location: Mumbai (Preferred) / PAN India
Industry: Banking & Financial Services – UK Mortgage Operations
Experience: 18–25 years
Employment Type: Permanent

Job Summary

We are looking for an experienced Head of Operations / Delivery Head – UK Mortgage to lead and scale a large UK Mortgage operations function of approximately 1,000 employees across multiple locations.

The role will have end-to-end ownership of service delivery, client management, operational performance, financials, profitability, compliance, risk, workforce management and transformation. The ideal candidate should have significant experience in UK Mortgage operations and a proven track record of managing large, multi-location banking or financial-services operations through multiple layers of leadership.

Key Responsibilities

• Lead end-to-end UK Mortgage operations across multiple processes and locations.

• Manage a workforce of approximately 1,000 employees, including Senior Managers, Operations Managers, Team Leaders and frontline teams.

• Own delivery metrics including SLA, TAT, quality, productivity, accuracy, customer experience and operational efficiency.

• Act as the senior escalation point and build strong relationships with banking and financial-services clients.

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

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

• Own operational risk, regulatory risk, audits, business continuity and remediation plans.

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

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

• Build a strong leadership pipeline and drive performance management across all levels.

• Partner with Sales, Transition and Solution teams for new business, migrations and account expansion.

• Lead transitions, stabilisation and scaling of new and existing UK Mortgage processes.

• Own account financials including budget, revenue, cost, billing, margins and profitability.

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

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

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

Must-Have Requirements

• Mandatory: Significant experience in UK Mortgage operations.

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

• Proven experience managing a large operation of approximately 1,000 employees.

• Senior leadership experience as Delivery Head, Business Unit Head, Account Head, Site Head, VP or equivalent.

• Strong knowledge of the UK Mortgage lifecycle, including:

  • Mortgage Application Processing

  • Underwriting Support

  • Pre-offer & Post-offer Activities

  • Completions

  • Mortgage Servicing

  • Collections / Related Mortgage Operations

• Strong experience in client governance and senior stakeholder management.

• Proven ownership of SLA, productivity, quality, cost and operational performance.

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

• Experience managing budgets, revenue, costs 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.

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

Preferred Qualifications

• Bachelor’s degree from a recognised university; MBA/Postgraduate qualification preferred.

• Lean / Six Sigma, Project Management, Banking or Mortgage-related certifications 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 is an advantage.

Key Success Measures

• Achievement of SLA, quality, productivity and TAT targets.

• Client satisfaction and effective account governance.

• Revenue growth, cost optimisation and margin improvement.

• Successful audit, compliance and risk outcomes.

• Employee engagement, leadership development and attrition management.

• Successful delivery of automation, transformation and continuous-improvement initiatives.

• Stable and consistent performance across locations, processes and business cycles.

Candidate Profile

The ideal candidate will be a strategic and hands-on operations leader who can manage a complex UK Mortgage operation at scale, build strong senior-client relationships, drive financial and operational performance, strengthen governance and compliance, and develop a high-performing leadership organisation.

Important Information

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) are required for profile creation.