Working in our fast paced, successful Sales Operations team in our Cardiff office there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.
We really do believe that it’s our people who are our main competitive advantage – the ‘thing’ that sets us apart from our competitors.
Our passion is to ‘Help People Succeed’. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.
Cardiff location.
Hybrid model, 3 days per week in the office.
What you will be doing
As Sales Operations Manager, you’ll be at the heart of our lending operations, leading a team of Broker Underwriting Specialists to deliver fast, high‑quality outcomes for brokers and customers. You’ll combine hands‑on leadership with operational oversight, driving performance against SLAs and KPIs while building a culture that’s collaborative, accountable and customer‑focused.
You will:
* Lead, inspire and develop a team of 10–12 Broker Underwriting Specialists, creating a high‑performing and engaged team environment.
* Own day‑to‑day operational delivery, ensuring mortgage and secured loan applications are processed efficiently and to the highest quality standards.
* Monitor and manage workloads to ensure SLAs and KPIs are consistently met or exceeded.
* Build strong, trusted relationships with brokers, networks, packagers, solicitors and internal sales teams.
* Take ownership of escalations and complaints, ensuring timely resolution and positive customer outcomes.
* Identify opportunities to improve processes, criteria and ways of working, using insight from brokers, customers and your team.
* Embed a strong compliance and risk culture, ensuring policies and procedures are always followed.
* Act as a visible, values‑led role model, motivating your team through clear communication, coaching and support.
* Play an active role in wider business initiatives, including service improvement, ESG, DE&I and wellbeing activities.
What we are looking for
We’re looking for an energetic and people‑centric leader with strong mortgage and secured lending experience, who thrives in a fast‑paced environment and genuinely enjoys developing others. You’ll bring sound technical knowledge, strong judgement and a passion for delivering outstanding service through great teams.
You will bring:
* Proven experience leading and developing operational teams within mortgage or secured lending.
* Strong knowledge of residential, buy‑to‑let and secured lending, including specialist lending propositions.
* A clear understanding of the end‑to‑end broker and customer journey and origination platforms.
* Solid regulatory knowledge, including FCA requirements, Consumer Duty and MCOB.
* Excellent communication and stakeholder management skills, with the confidence to influence at all levels.
* A coaching‑led leadership style, with the ability to motivate, performance‑manage and develop individuals.
* A proactive, resilient and organised approach, comfortable balancing priorities in a busy environment.
* Strong attention to detail and a genuine commitment to quality, compliance and customer outcomes.
Some of the benefits we provide are:
* Competitive salaries and bonus schemes
* Hybrid home/office working arrangements
* Regular training and opportunities to learn and grow
* Holiday leave plus bank holidays
* Medical insurance cover
* Life insurance
* Health and wellbeing support
In return for your commitment, you’ll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to really shape and influence the way the business grows, then we’d love to hear from you.
We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter, further information can be found on the Careers section on our website.
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