We're Hiring: Head of Lending Operations Location: Remote, with travel when required to Maidenhead Reports to: Director of Operations Team Size: Circa 100 employees Are you a strategic leader with deep expertise in mortgage lending and underwriting? We're looking for an experience and dynamic Head of Lending Operations to take the reins of our lending team, and drive operational excellence, innovation and outstanding customer service. About Us At Kensington Mortgages, we've been leading the way in providing specialist mortgage solutions for over 25 years. We're dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers - It is what we call the `Kensington Difference. As a wholly owned subsidiary of Barclays Bank UK PLC we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority Overall Purpose of Job As Head of Lending Operations, you'll lead all aspect of mortgage lending; underwriting, completions and intermediary boarding. You'll play a pivotal roles in guiding a team of circa 100 people across a manual underwriting brand, focusing on: * Delivering a controlled compliant operation * Implementing efficiencies * Defining and Raising Performance Standards * Meeting SLA targets * Contributing to a wider business strategy Key Accountabilities * Develop and execute the lending strategy in line with wider business goals. Identify opportunities for growth, process improvements, and operational excellence. * Lead, inspire, and develop a high performing Lending team. Foster a positive, inclusive, and collaborative culture. Provide clear direction and regular feedback, ensuring staff are empowered, supported, and held accountable. * Be a confident and effective communicator who builds strong relationships across the business. * Delegate effectively to develop team capability, balance workloads, and maintain service levels. Promote autonomy and ownership within the team while ensuring oversight and accountability. * Monitor KPIs, service standards, lending volumes and capacity models to assess team performance and drive improvements. Analyse data to identify trends and inform decision making. * Review productivity and ensure that performance standards are set and regularly reviewed across the area. * Reviewing key processes and customer/broker journeys and assuring they are regulatorily compliant, efficient, and scalable; designing new processes as required. * Work cross functionally with internal teams. Liaising regularly with the Commercial and Credit Risk teams on volume, capacity, and conversion. * Review and consider opportunities to deploy automated and digital solutions to improve the customer journey. * Ensure that the credit policy is followed and regularly reviewed to look for opportunities to change and enhance what we have today. * Establish clear controls across lending operations and develop or maintain audit procedures to monitor the quality of output to ensure adherence to set policy and procedures. * Ensure that all activities are conducted within budget. Experience, Knowledge, Skills * 10 years’ experience in financial services and mortgage lending * Customer Experience – Effectively employs customer insight tools and techniques to consistently drive value for customers. * Experience working in a highly regulated environment. * Ability to work under pressure to meet targets. * Change Management and have exposure to working in an environment which is constantly driven to apply improvements. Capable of managing change at all stages, i.e., establishing clear vision, enrolling others to change and executing change. * Planning and prioritising * Leading high performing team Skilled at using benchmarks and people management techniques to harness the potential and mobilise the energy of individuals. * Driving the strategic initiatives by interpreting an agenda into clear action plans and processes. Why Join Kensington Mortgages At KMC our employees are the heart of our success. We strive to create a workplaces that promotes professional development and work-life balance. Our inclusive culture values diversity in all its forms, ensuring everyone feels respected and valued. As an equal opportunity employer, we embrace differences in gender, race, identity, ethnic origin, and sexual expression Ready to make a difference? If you're passionate about providing an exceptional service and want to join a team that values your contributions we'd love to hear from you! Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers. Important Information Please note, all offers of employment for this role are subject to a series of background checks, including criminal (DBS), credit and Right to work checks. To take advantage of ¿digital Right to work¿ checks you must hold a valid passport, alternatively you must be prepared to come into Maidenhead to show ID