Operations Manager - Commercial Lending

As an Operations Manager, we are looking for someone to:

• Lead the Operations Support Team in daily management and delivery of team KPIs
• Ensure effective workflow management to meet all Service Level Agreements
• Manage and optimize call handling, resourcing, and performance
• Serve as the primary point of accountability for escalations and complaints received by the team
• Handle customer escalations and resolve issues promptly and professionally
• Ensure all operations support staff are sufficiently skilled to meet targets
• Facilitate training and development for team members, ensuring compliance with core training requirements

Qualifications

Essential

• Previous experience of working in a Mortgage lending role
• Understanding of the pre-completion process
• Proven management and operational management experience leading a large team

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