Mortgage Operations Director

The Nottingham; Nottingham; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading UK mutual society is seeking a Mortgage Operations Director to shape and transform their mortgage operations. This pivotal role involves leading the end-to-end mortgage lifecycle, utilizing technology and data to drive growth and enhance customer outcomes. The ideal candidate will possess extensive experience in the financial services sector, particularly in mortgages, and demonstrate strong leadership capabilities. A commitment to operational excellence and delivering a high-quality broker and customer experience is essential. Join a supportive and diverse environment dedicated to community investment.

Benefits

Competitive salary

Annual discretionary bonus

£5,500 car allowance

Bupa healthcare

29 days annual leave

Qualifications

• Strong understanding of financial services, particularly mortgages.
• Experience in budgeting, forecasting, and capacity planning at a senior level.
• Proven senior leader with significant strategic management experience.

Responsibilities

• Define and deliver the mortgage operations strategy to support asset growth.
• Lead end-to-end digitisation and automation of the mortgage journey.
• Ensure operational resilience and effective risk management.

Skills

Leadership

Communication

Negotiation

Operational management

Analytical skills

Tools

MQube

Summit

FileNet

CRMS

Avaya

Job description

About The Role

Contract type: Permanent
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact [e-mail]

This is a pivotal leadership role shaping the future of our mortgage operations.

As the Mortgage Operations Director you will lead and transform the Society’s end-to-end mortgage lifecycle from underwriting and new lending through to servicing, arrears, and litigation - playing a key role in delivering our ambition to be recognised as an innovative specialist lender. Through the intelligent use of technology, data, and operational excellence, you will drive meaningful growth, elevate customer outcomes, and build a resilient, future‑ready operation. This is a high‑impact leadership opportunity for someone energised by scale, complexity, and the chance to leave a lasting legacy.

Here’s a taste of what you will be doing as Mortgage Operations Director at Nottingham Building Society:

Strategic Leadership

• Define and deliver the mortgage operations strategy to support asset growth
• Lead end-to-end digitisation and automation of the mortgage journey, embedding platforms including MQube, Credit Hub, and advanced decisioning tools.
• Develop a low-cost, inflation-resilient servicing model for existing customers.
• Foster an empowered, high-performance culture with clear career progression.

Operational Excellence

• Build a flexible, scalable, high-performing operations function to support rapid growth and complex lending.
• Ensure operating models, processes, and procedures deliver efficiency and excellent customer outcomes.
• Evaluate and manage the mortgage supply chain to ensure future-fit underwriting and servicing capability.

Customer & Broker Experience

• Deliver differentiated digital journeys combining speed, certainty, and expert underwriting.
• Build a strong broker reputation for flexibility and customer-focused decision-making.

Technology & Data Enablement

• Realise full benefits of the new origination platform, leveraging OCR and AI to simplify journeys for brokers, customers, and colleagues.
• Use data and advanced analytics to enhance decisioning, affordability, and product innovation.
• Own and optimise core systems including Summit, FileNet, CRMS, Avaya, Activate, and MQube.

Governance & Compliance

• Ensure operational resilience, effective risk management, and ownership of Important Business Services, BCPs, and first-line mortgage controls.
• Participate in key committees and strategic programmes, ensuring compliance with regulatory and T&C frameworks.

About you:

Knowledge & Expertise

• Strong understanding of financial services, particularly mortgages.
• Knowledge of Training & Competence (T&C) frameworks and regulatory requirements.
• Experience in budgeting, forecasting, and capacity planning at a senior level.
• Familiarity with Business Continuity Planning, Operational Resilience, and Important Business Services.
• Strong insight into transforming business and customer propositions through digitisation.

Experience

• Proven senior leader with excellent communication, negotiation, and interpersonal skills.
• Significant strategic and operational management experience.
• Experienced in leading change and process improvement initiatives.
• Skilled in developing and delivering effective strategic and operational plans.
• Highly numerate, able to translate complex data into clear, actionable insights.
• Expertise in capability and capacity management to build agile, scalable teams.
• Strong understanding of how process and IT solutions enable digital service excellence.
• Experience representing operations at committee and project levels.
• Proven management experience in areas such as arrears, underwriting, and complaints.

Reward & Benefits

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, £5,500 car allowance, Bupa healthcare, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• For all full-time roles we work a 35-hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About Us

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.