Lead Mortgage Operations Specialist

Team

Location Holborn Office

County Central London

Ref # 23401

Closing Date 13-Jul-2025

We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first – our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.   

 

As a Lead Mortgage Operations Specialist, you will the first point of contact for all bump ups that come into the mortgage operations teams and are responsible for providing solutions to issues that are highlighted. This role supports the Senior Mortgage Operations Team Leader and Mortgage Operations Manager manage day to day activities completed in Mortgage Operations and by third parties. You will support in bump ups, control checks, coaching and leading on improvements within the teams.

What you will do:
 

 

• You will be part of the Mortgage Operations team and you will work alongside with other mortgage teams and third parties as well as team leaders to provide timely and expert service to our internal and external customers.
• Build and develop relationships with the senior leadership team within Mortgage Operations, Mortgage Distribution and our mortgage outsourcing provider.
• Be responsible for liaising with mortgage customers, relationship managers, brokers and solicitors. 
• Ensure you use effective communication when dealing with internal and external stakeholders to help move cases through from application to completion with efficiency, so we can continue creating FANS.
• You will be responsible for ensuring that MCOB and regulatory compliance is observed in all aspects of the role.
• Review operational controls, ensuring we follow process and manage risks ensuring fair outcomes are achieved for customers and colleagues.
• Review procedures & challenging processes in order to improve both our colleague and customer journey.

 And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.

 What you will need: 
 

• End to end experience of the mortgage lifecycle for regulated and unregulated retail mortgages.
• Previous experience working in a mortgage environment previously.
• You have worked in an Operations team and are used to adhering to SLAs and tight turnaround time.
• Experience in talking to customers and providing AMAZEING customer service.
• Full CeMAP or equivalent on the job experience.
• Confident problem-solving skills.

 

 Our promise to you…
 

• We believe in “one in, one up” at Metro Bank, growing our own and promoting from within. That is why we are looking for YOU! An AMAZEING colleague to move into this FANtastic new role!
• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts! 
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!). 
• We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

Important Footnote

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box.  We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked.  So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!