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.