Chief Operating Officer
Epsom, Surrey (Hybrid, typically 2–3 days per week in the office)
£Competitive, plus generous benefits package
Introduction
We’re delighted to be partnering with Family Building Society, an award-winning mutual with a proud heritage and a clear ambition for the future, on the appointment of a Chief Operating Officer.
This is a pivotal executive role at an important point in the Society’s evolution. Reporting directly to the CEO, the COO will lead the day-to-day operations of the Society, ensuring efficiency, resilience and exceptional member service, while shaping the next phase of operational and digital development.
The Family combines traditional mutual values with a forward-thinking approach to mortgage and savings products. The COO will play a central role in modernising operations, delivering technology and process change, strengthening operational performance and enabling sustainable growth while bringing colleagues with them as the organisation continues to evolve.
If you enjoy making organisations work better, smarter and more collaboratively and leading people through meaningful change, this is a role where you can make a lasting impact.
Key Responsibilities
* Shape and evolve the Society’s operating model, ensuring systems, processes, people and technology work together effectively and efficiently, always putting members first.
* Drive a member-centric strategy that delivers consistently high levels of service and satisfaction.
* Ensure the efficient underwriting and processing of mortgages, and the effective management of savings operations and customer servicing.
* Maintain operational resilience, business continuity and robust risk and control frameworks.
* Deliver measurable improvements in operational performance, cost efficiency and service quality.
* Oversee IT, digital platforms and technology infrastructure, ensuring security, reliability and regulatory compliance.
* Lead the Society’s change and transformation portfolio, ensuring programmes are delivered on time, within budget and aligned to strategic objectives.
* Build a culture that supports high performance, accountability and inclusion, enabling individuals and teams to thrive.
About You
You are a proven operational leader within financial services, with experience of leading meaningful operational and digital change in a regulated environment.
You bring a strong understanding of mortgage and savings operations, alongside deep knowledge of operational risk, resilience and regulatory requirements within a mutual or similar organisation.
You are commercially aware and comfortable balancing operational performance with strategic priorities and P&L accountability.
Above all, you are a visible and authentic leader. You are confident leading experienced teams through change, balancing respect for heritage with a clear focus on future performance. You create clarity, build trust and bring people with you.
The Offer
Alongside a highly competitive salary, you’ll receive a generous benefits package and genuine support to progress your career.
Family Building Society offers a hybrid working model centred on collaboration and purpose. Given the visibility and scale of this role, a regular on-site presence (typically 2–3 days per week, and more when required) will be important to lead, influence and support the teams you oversee.
If you are passionate about continuous improvement, excited by the potential of digital transformation and motivated by the opportunity to make a meaningful impact for members and colleagues alike, we would welcome a confidential conversation.