Head of Operations

**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