Operations Manager (Mortgage and Protection)

Job Title: Operations Manager (Mortgage & Protection)Reports To: Sales DirectorWe are looking for an experienced and proactive Operations Manager to help drive the day-to-day running of a growing mortgage and protection brokerage.Working closely with the Sales Director, you will take responsibility for the operational performance of the business, ensuring the team works efficiently, advisers receive the support they need and customers receive an excellent service.You will lead and develop the administration team, improve processes, manage workflows and help drive the business forward.

The role will also involve supporting the firm's compliance requirements, including file checking and maintaining high standards of regulatory practice.Operations & Business ManagementOversee the day-to-day running of the business, ensuring operations are efficient and well organised.Identify and implement improvements to processes, systems and working practices.Monitor workflow, case progression and service standards across the business.Ensure cases are processed efficiently and accurately.Support the Sales Director with operational planning, reporting and business performance.Help identify opportunities to improve productivity and support business growth.Team Management & LeadershipManage, motivate and develop the administration and case handling team.Set clear expectations and ensure workloads are allocated effectively.Hold regular team meetings and provide ongoing support and coaching.Monitor individual and team performance, addressing issues where necessary.Build a positive, accountable and collaborative working environment.Adviser & Case Management SupportWork closely with Mortgage and Protection Advisers to ensure they receive effective operational support.Help resolve complex case and administrative issues.Ensure applications and supporting documentation are accurate and ready for submission.Monitor case progression and identify potential delays or bottlenecks.Work with advisers and case handlers to improve communication and customer outcomes.Compliance & Quality AssuranceCarry out regular pre- and post-submission file checks to ensure cases meet regulatory and internal standards.Support the business in maintaining FCA and Consumer Duty requirements.Ensure relevant compliance records, procedures and documentation are maintained.Assist with complaint handling and vulnerable customer processes where required.Liaise with external compliance consultants and the firm's compliance network.Keep up to date with relevant regulatory changes and ensure these are communicated to the team.Skills and ExperienceEssentialExperience working within a mortgage and protection or financial services environment.Strong operational and organisational management skills.Experience managing, supporting or developing a team.Good understanding of mortgage administration and case progression.A working knowledge of FCA regulation and mortgage compliance.Excellent communication and problem-solving skills.Ability to manage competing priorities in a busy, growing business.DesirableExperience within a directly authorised or appointed representative mortgage firm.Experience of compliance file checking and quality assurance.Knowledge of Training & Competence (T&C) requirements.CeMAP or an equivalent financial services qualification.Person ProfileProactive, organised and commercially minded.A natural problem solver who enjoys making things work better.Confident managing people and driving performance.Approachable and supportive, with strong leadership skills.Comfortable taking ownership and making decisions.Positive, hands-on and keen to be part of a growing business.The successful candidate will:Ensure the business runs smoothly and efficiently on a day-to-day basis.Build a strong, motivated and well-managed administration team.Improve case handling, productivity and customer service.Provide effective operational support to advisers and Directors.Maintain good compliance and quality standards.Help create the structure and processes needed to support the continued growth of the business.Salary: £40,000–£50,000 depending on experience