Head of Servicing & Operations

Description

Job Title – Head of Servicing & Operations

Location – London, Hybrid

The Head of Servicing & Operations will be responsible for leading mortgage servicing from completion through to redemption. The role balances two priorities: delivering excellent customer outcomes and driving continuous process improvement across in–house teams and external partners.

DESCRIPTION.

Ensure every interaction and process is designed with the customer in mind, embedding a culture of fairness, care, and proactive support.Continuously review operations to eliminate inefficiencies, enhance service quality, and introduce scalable, data–driven solutions.Oversee completions, servicing, product transfers, drawdowns, variations, and vulnerability reviews with clear KPIs and SLAs.Lead relationships with outsourced providers (servicers, solicitors, field agents, asset managers), ensuring strong governance, service quality, and cost–effectiveness.Work closely with compliance and risk functions to ensure all activity meets FCA, MCOB, GDPR and TCF standards.Champion new technologies, including automation and AI, to enhance customer experience and operational efficiency.Present performance updates, risks, and opportunities to senior leadership, driving strategic decisions through data and customer insights.PROFILE

To be considered for this role, you must:

10+ years in UK mortgage operations, including primary and special servicing.Strong understanding of regulation and customer protection requirements.Proven experience leading high–performing servicing teams and improving processes at scale.Excellent stakeholder management and negotiation skills.Data–driven mindset with experience in technology adoption and process automation.Customer–Centric Leader puts customer outcomes at the heart of decisions.Change Maker continuously seeks ways to improve and streamline processes.Innovative Thinker open to new technology and smarter ways of working.Adaptable & Collaborative thrives in a fast–paced, evolving environment.High Emotional Intelligence builds trust, motivates teams, and fosters a culture of care.

Ad ID: 5416981287