Mortgage Operations Director Field Leader & Trainer

Rettie & Co; United Kingdom; Remote; GBP 90,000 - 120,000; Full time

Job summary

Rettie Financial Services seeks a Mortgage Operations Director to lead day-to-day mortgage and protection operations across our network. You will collaborate with advisers, administrators and central functions to improve conversion, service delivery, workflow discipline and customer outcomes.

The role requires frequent in-person travel to Rettie locations, hands-on training with teams, and visible leadership to reinforce standards and drive branch performance.

Qualifications

• CeMAP qualified, with knowledge of mortgage and protection processes.
• Proven operational leadership in mortgage, protection or related financial services.
• Credible working with advisers, administrators, branch leaders and front-line teams.
• Willingness to travel regularly across multiple 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, and application progression.
• Ensure service standards are clear, understood and actively managed.
• Travel frequently to Rettie locations to support branch teams in person.
• Engage with branch leaders to improve referral quality and customer feedback loops.
• Deliver practical team training, refreshers and coaching sessions across locations.
• Reinforce Financial Services standards, service expectations and customer outcomes.
• Provide practical day-to-day support to advisers and administrators.
• Identify bottlenecks, stalled cases and operational barriers and resolve them quickly.
• Support consistency, pace and accountability across the customer journey.
• Produce and maintain weekly and monthly MI on referrals, contact rates, conversion, pipeline and activity.
• Translate MI into actionable improvement plans.
• Escalate underperformance or service risks promptly.
• Maintain focus on customer service and clear communication.
• Escalate complaints and potential breaches promptly.
• Support record keeping and evidence of operational oversight.
• Identify opportunities to improve process and productivity.
• Support MAB process updates and internal operating changes.
• Promote consistent ways of working across locations.

Skills

Operational leadership

Travel readiness

MI analytics

Training & coaching

Customer outcomes

Communication

Problem solving

Education

CeMAP

Job description

Rettie Financial Services seeks a Mortgage Operations Director to lead day-to-day mortgage and protection operations across our network. You will collaborate with advisers, administrators and central functions to improve conversion, service delivery, workflow discipline and customer outcomes.

The role requires frequent in-person travel to Rettie locations, hands-on training with teams, and visible leadership to reinforce standards and drive branch performance.