Lending Operations Lead — Mortgage Process Optimisation

develop; Greater London; On-site; GBP 81,000 - 99,000; Full time

Job summary

develop is seeking an experienced Lending Operations Manager in London to lead the operational delivery of a residential mortgage underwriting function. You will manage a team of about 12, focusing on the end-to-end operational infrastructure of underwriting, including how cases are received, tracked and progressed to completion.

The role emphasises continuous improvement, automation and efficiency, with collaboration across Underwriting, Risk, Sales and Technology to drive change while ensuring

Qualifications

• 5+ years' experience within mortgage or lending operations.
• Strong experience of residential owner-occupied new lending, ideally within an intermediary/broker-led environment.
• Understanding of the mortgage origination lifecycle, including processing, packaging, case management, underwriting and conveyancing.
• Previous experience leading operational teams within a regulated mortgage or lending environment.
• Demonstrable experience delivering process improvements, operational efficiencies or transformation initiatives.
• Experience using technology, automation or digital solutions to improve operational processes.

Responsibilities

• Lead day-to-day mortgage operations across the new lending lifecycle, from pre-application and packaging through underwriting support, offer and conveyancing queries.
• Manage application pipelines, workflow allocation, team capacity and service levels to improve turnaround times and maintain consistent performance.
• Lead, coach and manage a team of approximately 12, setting clear expectations around productivity, quality and service.
• Identify and deliver process improvements across mortgage origination, using MI and data to identify bottlenecks, rework and operational inefficiencies.
• Drive greater automation and simplification of workflows, including the use of technology and AI-driven solutions where appropriate.
• Develop and monitor operational KPIs covering application flow, productivity, quality, conversion and service performance.
• Oversee operational relationships with intermediaries and packagers, supporting effective case progression and communication.
• Manage operational escalations and time-critical cases while maintaining appropriate underwriting independence and controls.
• Ensure lending operations remain aligned with internal policies, risk appetite and regulatory requirements.
• Work closely with Underwriting, Credit Risk, Sales, Compliance and Technology teams to deliver operational improvements and wider change initiatives.
• 5+ years' experience within mortgage or lending operations
• Strong experience of residential owner-occupied new lending, ideally within an intermediary/broker-led environment
• Strong understanding of the mortgage origination lifecycle, including application processing, packaging, case management, underwriting and conveyancing
• Previous experience leading and managing operational teams within a regulated mortgage or lending environment
• Demonstrable experience delivering process improvements, operational efficiencies or transformation initiatives
• Experience using technology, automation or digital solutions to improve operational processes

Skills

Mortgage operations

Regulatory compliance

Stakeholder management

Process improvement

Data analytics MI

Automation AI

Team leadership

Operational risk controls

Job description

develop is seeking an experienced Lending Operations Manager in London to lead the operational delivery of a residential mortgage underwriting function. You will manage a team of about 12, focusing on the end-to-end operational infrastructure of underwriting, including how cases are received, tracked and progressed to completion.

The role emphasises continuous improvement, automation and efficiency, with collaboration across Underwriting, Risk, Sales and Technology to drive change while ensuring