Mortgage Operations Director — In-Person Leadership & Training

Rettie & Co; Scotland; On-site; GBP 70,000 - 90,000; Full time

Job summary

Rettie Financial Services seeks a Mortgage Operations Director to lead day-to-day operations, improve service delivery and drive income performance across all locations. You will work closely with advisers and administrators, travel regularly to branch sites, and deliver training to reinforce standards and outcomes.

The role requires CeMAP qualification, strong operational leadership in a mortgage/financial services environment, and the ability to translate MI into actionable improvements while

Qualifications

• CeMAP qualified with strong working knowledge of mortgage and protection processes.
• Experience leading mortgage/protection operations or similar financial services function.
• Credibility when working with advisers, administrators and front-line teams.

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, application progression and follow-up.
• Ensure service standards are clear, understood and actively managed.
• Travel frequently to Rettie locations to support branch teams and advisers in person.
• Deliver practical training, refreshers and coaching sessions across locations.
• Identify bottlenecks and resolve operational barriers to maintain pace and accountability across the customer journey.
• Produce weekly and monthly MI covering referrals, contact rates, conversion, pipeline and adviser activity.
• Escalate underperformance or service risks promptly.
• Maintain focus on customer outcomes and clear communication.

Skills

Operational leadership

Stakeholder engagement

Communication skills

Training and coaching

Problem solving

Regulated environment understanding

Education

CeMAP qualified

Job description

Rettie Financial Services seeks a Mortgage Operations Director to lead day-to-day operations, improve service delivery and drive income performance across all locations. You will work closely with advisers and administrators, travel regularly to branch sites, and deliver training to reinforce standards and outcomes.

The role requires CeMAP qualification, strong operational leadership in a mortgage/financial services environment, and the ability to translate MI into actionable improvements while