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ClearScore is seeking a First Charge Mortgage Operations Manager to lead and scale their growing mortgage brokerage operations. This is a hands-on leadership role working closely with the HomeLending leadership team to build and shape the operations function as the business scales.
You will be responsible for the end-to-end operational journey from application submission through underwriting, mortgage offer, and completion. Your core responsibilities include:
Building and scaling operations: Shape the operating model, team structure, and roadmap for the growing mortgage brokerage. Design scalable processes, controls, governance, and service standards that enable growth while maintaining excellent customer experience. Define operational requirements for technology systems including CRM, case management, lender integrations, document management, and reporting. Build and grow a high-performing operations team through workforce planning, hiring, onboarding, and development. Roll up your sleeves during early stages to solve operational challenges and support live cases.
Leading operational excellence: Own the end-to-end operational journey and ensure healthy pipelines, efficient workflows, strong service levels, and effective capacity management. Build strong partnerships with advisers, lenders, conveyancers, valuers, and other partners. Continuously improve operational efficiency by reducing rework, shortening completion times, and creating smoother experiences.
Delivering customer outcomes: Champion fair, simple, and responsive customer experiences, including support for vulnerable customers. Embed quality assurance, risk, and compliance controls that meet regulatory requirements. Use customer feedback, complaints, audits, and operational insights to identify root causes and improve processes. Ensure operational records, controls, and governance are robust and audit-ready.
Building high-performing teams: Set clear expectations and create an environment where people are supported, coached, and empowered. Use data and insight to measure performance and drive continuous improvement. Develop demand and capacity plans with recommendations to senior leaders. Champion technology, automation, and AI to simplify processes and improve efficiency.
Essential qualifications include significant experience leading mortgage operations within a UK First Charge Mortgage Brokerage, proven track record of building or scaling mortgage operations, deep knowledge of the end-to-end mortgage journey, hands-on problem-solving approach, experience leading and growing operational teams, strong understanding of mortgage regulation and compliance, experience using operational data for improvement, experience implementing operational technology, and strong relationship-building and influencing skills.
