Location: London | Salary: £65,000 – £75,000 | Contract: Permanent
About the Opportunity
Step into a pivotal leadership role, where you’ll lead operational excellence in private client lending. This is an exceptional opportunity for an experienced operations professional to manage the day-to-day workflow of a high-performing team supporting high-net-worth individuals with their lending requirements.
You’ll be at the heart of post-credit operational activities, ensuring seamless delivery from loan origination through to completion and ongoing servicing, whilst balancing exceptional client service with robust risk management.
The Role
As Workflow Team Leader, you’ll oversee the ‘Business as Usual’ activities. Your leadership will be instrumental in maintaining service excellence whilst protecting the business from operational risk.
Your Key Responsibilities
Team Leadership & Workflow Management:
- Allocate and manage workflow strategically across the team to meet business and client expectations
- Oversee team annual leave planning and absence management to ensure consistent service delivery
- Lead team huddles and meetings, fostering collaboration and clear communication
- Act as the primary escalation point for team members and banking colleagues, facilitating swift resolution of queries
Operational Excellence:
- Serve as authoriser for critical transactions, including large payment approvals
- Ensure compliance with regulatory obligations and operational processes throughout mortgage and personal lending activities
- Represent the operations team at internal and external stakeholder meetings, including pipeline management discussions
- Escalate service level and performance issues to senior management with actionable insights
People Development:
- Coach and mentor team members towards both business objectives and personal career goals
- Design and deliver training plans for new joiners, ensuring rapid integration and competency
- Drive continuous professional development, helping team members become subject matter experts
- Ensure all mandatory training requirements are completed on time
Continuous Improvement:
- Apply a proactive improvement mindset to all team processes and activities
- Identify and escalate opportunities for operational enhancement
- Balance client experience with operational and business risk considerations
What You’ll Bring
Essential Experience & Skills:
Solid banking experience of supporting high net worth individuals with personal, residential and buy to let lending
- Proven experience managing workflow and approving others’ work in a financial services operation’s environment
- Demonstrated success in coaching individuals and improving team performance and quality standards
- Comprehensive knowledge of operational processes and regulatory obligations in mortgage and personal lending
- Track record of balancing exceptional client experience against business and operational risk
- Confidence engaging with stakeholders at all levels, representing your department professionally in meetings
Advantageous (but not essential):
- CeMap qualification
- Knowledge of MCOB (Mortgage Conduct of Business) and CCA (Consumer Credit Act) regulations
Why This Role?
- Lead a team supporting high-net-worth private clients with complex lending needs
- Work within a specialist banking division known for personalised service
- Competitive salary package between £65,000 – £75,000
- Opportunity to shape operational processes and drive meaningful improvements
- Collaborate with experienced bankers, credit teams, legal professionals, and external partners
- Develop your leadership capabilities in a supportive, professional environment