Head of Operations

3 months ago

Skipton, United Kingdom Landmark Mortgages Full time

**Description**:
The Head of Operations will direct the operations function for Landmark mortgages, ensuring an effective control framework is designed and implemented to provide assurance that customer mortgage accounts are administered by the outsourced servicer (Computershare Loan Services Ltd “CLS”) in line with the Service Specification, regulatory expectations, the Board’s risk appetite and Landmark policies.

The Head of Operations will act as the primary relationship manager (and contract owner) with CLS, ensuring effective engagement and communication on all day-to-day matters, coordinating across other Landmark functions.

You will be responsible for setting and implementing the strategic direction of the Operations department, ensuring alignment with Landmark’s 3 year strategy and commercial objectives and ensuring the operations department embeds all Landmark standards of business, including the Risk Management Framework and Vendor Management Framework.

The operations team work on a hybrid basis based out of our Skipton office.

**Key Responsibilities**:

- Direct and oversee the efficient and effective operational oversight of the outsourced servicer by Landmark.
- Design and implement effective tools and processes to oversee delivery by the outsourced servicer, including outcomes testing and QA.
- Through the delivery of effective oversight, identify areas requiring improvement in customer service delivery, working collaboratively with colleagues and CLS to implement actions to achieve the agreed standard of performance, in line with Landmark’s regulatory obligations, risk appetite and business objectives.
- Ensure a robust control framework to evidence conformance to SYSC8 outsourcing requirements, best industry practices and relevant Landmark policies and procedures (e.g., Vendor Management Framework).
- Oversee and provide executive level guidance on the management of operational risks within the business.
- Develop, manage, and maintain an effective working relationship with the outsourced servicer.
- Ensure all regulatory obligations are discharged and that customer outcomes consistently meet Board risk appetite and regulatory expectations, including the FCA’s Consumer Duty.
- Design and implement operational strategies, plans and procedures to support delivery of Landmark’s 3-year strategy and commercial objectives.
- Develop and maintain relationships with 3rd party suppliers to support delivery of the Operations department and Landmark’s objectives (e.g., IncomeMax, PayPlan).
- Provide strategic leadership for the Operations department to achieve agreed business goals and objectives, KPI’s and other relevant deliverables.
- Own and maintain relevant Landmark policies.
- Maintain and develop knowledge of the requirements of the FCA regulatory framework and always act in accordance with the requirements of the FCA (e.g., MCOB, Consumer Duty, Vulnerable Customers, TS&G etc.), and any additional SMCR requirements.
- Implement agreed customer strategies, working collaboratively with other members of Exco (e.g., Interest Only strategy).
- Work with the Head of Business Support & Analytics to identify key areas of focus for the oversight activities of the Operations department, using data / MI to inform priorities and provide actionable insights to Exco and the Board using meaningful and impactful reporting.
- Compile and submit departmental budgets to meet overall business strategy and annual budgetary control processes.
- Lead, coach and develop colleagues to ensure the Operations department is high performing and motivated and reflects Landmark’s goals on diversity, equity and inclusion.
- Provide insight and assistance to the Senior Manager - Business Assurance & Controls in relation to the effective delivery of change programmes across the business and the wider outsourced operations functions.

**Skills Knowledge and Expertise**:

- In-depth knowledge and proven track record in residential mortgage servicing, including specialist servicing, within a regulated environment.
- In-depth knowledge and proven track record in oversight of regulated mortgage servicing activities (e.g. quality assurance and outcomes testing methodologies).
- Experience of operating in an outsourced servicing business model.
- Sound understanding of relevant FCA requirements, including SYSC 8, MCOB, TS&G and Consumer Duty.
- Demonstrable competency in strategic planning and business development.
- Ability to identify, manage and mitigate risk.
- Detailed working knowledge of credit risk operation practices (e.g. arrears and collections).
- Proven ability to exercise good commercial and professional judgement.
- Experience of analysing, interpreting data and identifying actionable insights.
- External business awareness and networking including knowledge of the UK lending market.

**Benefits**:

- 28 days holiday per annum
- Up to 30% annual discretionary bonus based on performance
- Company p

  • Head of Kitchen Operations

    3 weeks ago

    Skipton, North Yorkshire, United Kingdom Craven Arms Appletreewick Full time

    About the RoleWe are seeking a highly skilled and experienced Sous Chef to join our team at Craven Arms Appletreewick, a reputable and well-established hospitality business in the Yorkshire Dales.Key ResponsibilitiesAssist the Head Chef in managing the kitchen operations, ensuring high-quality dishes are delivered to our customers.Develop and implement...

  • Head of Kitchen Operations

    2 weeks ago

    Skipton, North Yorkshire, United Kingdom Craven Arms Appletreewick Full time

    About the RoleWe are seeking a highly skilled and experienced Sous Chef to join our team at Craven Arms Appletreewick, a reputable and well-established hospitality business in the Yorkshire Dales.Key ResponsibilitiesAssist the Head Chef in managing the kitchen operations, ensuring high-quality dishes are delivered to our customers.Develop and implement...

  • Head of Production

    3 months ago

    Skipton, United Kingdom Dechra Pharmaceuticals PLC Full time

    Job Introduction Thanks for checking out our vacancy, we’re delighted you want to learn more about Dechra Pharmaceuticals PLC. Dechra are a growing, global specialist within the world of veterinary pharmaceuticals. Our expertise is in the development, manufacture, marketing and sales of high quality products exclusively for veterinarians worldwide. Here...

  • Head of Technology Systems

    2 months ago

    Skipton, United Kingdom WRK DIGITAL LTD Full time

    WRK digital is exclusively engaged to find an Head of Technology Systems. This prestigious retail client of ours requires a senior candidate to oversee all IT operations within the business from a retail support side through to implementing new systems and the IT strategy. The role will have on direct report.This is a unique and exciting role which requires...

  • Head of Finance and Services

    13 hours ago

    Skipton, North Yorkshire, United Kingdom Skipton Full time

    {"title": "Head of Finance and Services", "content": "About the RoleWe are seeking a highly experienced and skilled professional to lead our Finance team as Head of Finance and Services. This is an exciting opportunity to join our Senior Leadership team and contribute to the success of our Group Finance function.Key ResponsibilitiesLead the Finance team and...

  • Head of Finance and Services

    14 hours ago

    Skipton, North Yorkshire, United Kingdom Skipton Full time

    {"title": "Head of Finance and Services", "content": "About the RoleWe are seeking a highly experienced and skilled professional to lead our Finance team as Head of Finance and Services. This is an exciting opportunity to join our Senior Leadership team and contribute to the success of our Group Finance function.Key ResponsibilitiesLead the Finance team and...

  • Head of Technology Systems

    2 months ago

    Skipton, United Kingdom WRK Digital Full time

    WRK digital is exclusively engaged to find an Head of Technology Systems. This prestigious retail client of ours requires a senior candidate to oversee all IT operations within the business from a retail support side through to implementing new systems and the IT strategy. The role will have on direct report.This is a unique and exciting role which requires...

  • Head of Information Technology

    1 month ago

    Skipton, United Kingdom WRK digital Full time

    WRK digital is exclusively engaged to find an Head of Technology Systems. This prestigious retail client of ours requires a senior candidate to oversee all IT operations within the business from a retail support side through to implementing new systems and the IT strategy. The role will have one direct report.This is a unique and exciting role which requires...

  • Head of Information Technology

    3 days ago

    skipton, United Kingdom WRK digital Full time

    WRK digital is exclusively engaged to find an Head of Technology Systems. This prestigious retail client of ours requires a senior candidate to oversee all IT operations within the business from a retail support side through to implementing new systems and the IT strategy. The role will have one direct report. This is a unique and exciting role which...

  • Head of Information Technology

    3 days ago

    skipton, United Kingdom WRK digital Full time

    Job DescriptionWRK digital is exclusively engaged to find an Head of Technology Systems. This prestigious retail client of ours requires a senior candidate to oversee all IT operations within the business from a retail support side through to implementing new systems and the IT strategy. The role will have one direct report.This is a unique and exciting role...

  • Head of Information Technology

    2 months ago

    Skipton, United Kingdom WRK digital Full time

    WRK digital is exclusively engaged to find an Head of Technology Systems. This prestigious retail client of ours requires a senior candidate to oversee all IT operations within the business from a retail support side through to implementing new systems and the IT strategy. The role will have one direct report.This is a unique and exciting role which requires...

  • Head of Information Technology

    1 month ago

    Skipton, United Kingdom WRK digital Full time

    WRK digital is exclusively engaged to find an Head of Technology Systems. This prestigious retail client of ours requires a senior candidate to oversee all IT operations within the business from a retail support side through to implementing new systems and the IT strategy. The role will have one direct report.This is a unique and exciting role which requires...

  • Head of Information Technology

    1 month ago

    Skipton, United Kingdom WRK digital Full time

    WRK digital is exclusively engaged to find an Head of Technology Systems. This prestigious retail client of ours requires a senior candidate to oversee all IT operations within the business from a retail support side through to implementing new systems and the IT strategy. The role will have one direct report.This is a unique and exciting role which requires...

  • Head of Information Technology

    3 weeks ago

    Skipton, United Kingdom WRK digital Full time

    WRK digital is exclusively engaged to find an Head of Technology Systems. This prestigious retail client of ours requires a senior candidate to oversee all IT operations within the business from a retail support side through to implementing new systems and the IT strategy. The role will have one direct report. This is a unique and exciting role which...

  • Store Operations Manager

    7 days ago

    Skipton, North Yorkshire, United Kingdom James Hall Full time

    ### Job Summary We are seeking a highly skilled and experienced Store Supervisor to join our team at SPAR Threshfield. As a key member of our store management team, you will be responsible for overseeing the day-to-day operations of the store, ensuring that our customers receive exceptional service and that our store meets the highest standards of quality...

  • Store Operations Manager

    7 days ago

    Skipton, North Yorkshire, United Kingdom James Hall Full time

    ### Job Summary We are seeking a highly skilled and experienced Store Supervisor to join our team at SPAR Threshfield. As a key member of our store management team, you will be responsible for overseeing the day-to-day operations of the store, ensuring that our customers receive exceptional service and that our store meets the highest standards of quality...

  • Head of Change Delivery

    4 months ago

    Skipton, United Kingdom Skipton Building Society Full time

    Hours: 35 hours per week Monday to Friday offering Hybrid working however a weekly presence is required In our Head Office in Skipton Closing Date: Fri, 7 Jun 2024 We’re on an excitingchange journey at Skipton, to create an organisation wide agile capability that unlocks value for our customers and colleagues. If you’re the type of person...

  • Chief Technology Officer

    3 weeks ago

    Skipton, North Yorkshire, United Kingdom WRK Digital Full time

    Job Summary:WRK Digital is seeking a seasoned Head of Technology Systems to lead our client's IT operations. As a key member of the team, you will be responsible for overseeing all IT functions, from retail support to implementing new systems and developing the IT strategy.Key Responsibilities:Lead the development and implementation of IT strategies to drive...

  • Chief Technology Officer

    2 weeks ago

    Skipton, North Yorkshire, United Kingdom WRK Digital Full time

    Job Summary:WRK Digital is seeking a seasoned Head of Technology Systems to lead our client's IT operations. As a key member of the team, you will be responsible for overseeing all IT functions, from retail support to implementing new systems and developing the IT strategy.Key Responsibilities:Lead the development and implementation of IT strategies to drive...

  • Operational Resilience Lead

    4 months ago

    Skipton, United Kingdom Skipton Building Society Full time

    Hours: 35 Hours Monday to Friday Closing Date: Fri, 31 May 2024 We are looking for an experienced Operational Resilience Lead to join our growing team, to support the ongoing delivery of our Operational Resilience strategy and work plans to ensure that we continue to deliver and maintain resilient services for our customers as we deliver...