Mortgage Operations Director: Branch & Performance Leader

Rettie & Co; Peacehaven; On-site; GBP 90,000 - 130,000; Full time

Job summary

Rettie & Co seeks a Mortgage Operations Director to lead the day‑to‑day mortgage and protection operation across the network. You will work with advisers, administrators and central teams to improve conversion, service delivery and income performance while travelling regularly to Rettie locations to support branch teams.

You will drive standards, train staff, manage workflow and use MI to drive action and accountability, ensuring customer outcomes remain at the forefront of all activities.

Qualifications

• CeMAP qualified with strong mortgage and protection knowledge.
• Proven operational leadership in mortgage or related financial services.
• Willingness to travel regularly to multiple office locations.

Responsibilities

• Lead the day-to-day operating rhythm of the mortgage and protection function.
• Coordinate adviser and administrator workload, priorities and case progression.
• Drive consistency of standards across lead handling, customer contact, fact-find quality, application progression and follow-up.
• Ensure service standards are clear, understood and actively managed.
• Travel frequently to all Rettie locations to support branch teams and advisers in person.
• Deliver practical team training, refreshers and coaching sessions across locations.
• Provide practical day-to-day support to advisers and administrators.
• Produce and maintain weekly and monthly MI covering referrals, contact rates, conversion, pipeline, case progression, service performance and adviser activity.

Skills

Operational leadership

Mortgage processes

Stakeholder management

Education

CeMAP qualified

Job description

Rettie & Co seeks a Mortgage Operations Director to lead the day‑to‑day mortgage and protection operation across the network. You will work with advisers, administrators and central teams to improve conversion, service delivery and income performance while travelling regularly to Rettie locations to support branch teams.

You will drive standards, train staff, manage workflow and use MI to drive action and accountability, ensuring customer outcomes remain at the forefront of all activities.