Location: Mumbai (Preferred) / PAN India

Experience: 18–25 Years
Industry: Banking & Financial Services – UK Mortgage Operations

Job Overview

We are hiring an experienced Head of Operations / Delivery Head – UK Mortgage to lead and scale a large UK Mortgage delivery function. The role requires end-to-end ownership of service delivery, client relationships, operational excellence, financial performance, compliance, and workforce management for a large-scale operation of approximately 1,000 employees.

The ideal candidate should possess extensive leadership experience in UK Mortgage Operations, with a proven track record of managing large multi-location teams, driving transformation initiatives, and delivering operational and financial excellence.

Eligibility

• 18–25 years of experience in BPO, BPM, Banking Operations, or Financial Services.

• Mandatory experience in UK Mortgage Operations.

• Bachelor's degree from a recognized university (MBA/Postgraduate qualification preferred).

• Lean, Six Sigma, PMP, or Banking/Mortgage certifications are an added advantage.

Key Responsibilities

• Lead end-to-end UK Mortgage operations across multiple processes and locations.

• Manage a workforce of approximately 1,000 employees, including senior leaders and operations teams.

• Own service delivery metrics including SLA, TAT, Quality, Productivity, Accuracy, and Customer Experience.

• Build and manage relationships with senior client stakeholders.

• Lead governance meetings, business reviews, and strategic client discussions.

• Ensure compliance with UK Mortgage regulations, audit requirements, and data security policies.

• Drive operational excellence through automation, analytics, Lean, Six Sigma, and digital transformation.

• Own workforce planning, capacity management, hiring forecasts, utilization, and succession planning.

• Manage budgets, revenue, profitability, billing, and cost optimization.

• Lead transitions, migrations, and process stabilization.

• Partner with Sales, Transition, and Solution teams for business growth and account expansion.

• Build a high-performance culture focused on customer satisfaction and continuous improvement.

Mandatory Skills

• UK Mortgage Operations

• Banking & Financial Services Operations

• Delivery Management

• Operations Management

• Client Relationship Management

• Stakeholder Management

• People Leadership

• Service Delivery

• Business Transformation

• Risk & Compliance Management

• Workforce Planning

• Financial Management

• Lean / Six Sigma

• Process Improvement

Preferred Qualifications

• MBA or Postgraduate qualification.

• Lean Six Sigma / PMP / Banking Certifications.

• Experience with UK Banks, Building Societies, Mortgage Lenders, or Mortgage Servicing Organizations.

• Experience managing large-scale transitions and multi-site operations.

Key Success Measures

• Achievement of SLA, Quality, Productivity, and Turnaround Time targets.

• Client satisfaction and governance excellence.

• Revenue growth and profitability.

• Successful audit and compliance outcomes.

• Employee engagement and leadership development.

• Continuous improvement and automation delivery.

Important Notes

• Ex-TCS employees are not eligible to apply.

• PAN Card and Date of Birth (DOB) are mandatory for profile creation.

• Candidates must complete the mandatory screening questionnaire before their profile can be processed.

Mandatory Questionnaire

Please complete the questionnaire using the link below before applying:

Questionnaire Link: [https://myglit.com/lateral/cref/cfae13ed97]