Head of Operations

Key Responsibilities will include:

1. Develop, implement and oversee the day-to-day operational systems and processes of our customer facing operational teams, ensuring there is a commitment to quality, professional customer service to ensure a high level of customer satisfaction.
2. Lead the customer care team providing support ensuring specialist activities and borrowers in financial difficulty are treated in line with values of Hodge and regulatory requirements.
3. Develop and deliver an operations customer service strategy, aligning focus required to delivery business objectives
4. Design and deliver an operating model across the operational team, delivering a model which decreases customer effort, provides exemplary service and builds resilience across our customer service  including cross skilling across mortgages and savings.
5. Work closely with the wider business units and leaders, ensuring delivery of products and services across all channels. You will ensure operational teams are equipped with the knowledge and skills required of the products and services offered by Hodge.
6. Review and analyse current operational processes and performance to identify areas of opportunity for improvement, including efficiencies and building resilience into the day-to-day operations
7. Lead a team service improvement experts continuing to refine and enhance the efficiency of the operation
8. Take ownership of the appropriate supplier relationships for operations, including Call Care

Leadership 

1. Communicate goals and objectives to staff and foster a culture of idea generation and innovation from employees to achieve strategic aims.
2. Act as an ambassador for Hodge, increasing brand awareness in the wider community and increasing the group’s attractive as supplier, partner and place of employment.
3. Lead, manage, coach and motivate the Customer fulfilment teams to maximise individual and local team performance in the achievement of stated objectives.
4. Harness a high performance culture through delivery of clear succession plans and effective performance and productivity management in accordance with KPI’s
5. Be responsible for the overall resourcing and training needs of customer fulfilment taking appropriate actions to ensure that sufficient and competent staff are in place to serve our customers in the moments that matter, meet business objectives and to support existing business functions.
6. Ensure the training and competency scheme is embedded across the business unit and managed by team leaders
7. Be responsible for developing and maintaining Operations budgets (Capital and Revenue) and establish efficient operating standards to ensure that all costs are controlled and monitored in accordance with approved budgets, highlighting variances as needed.

General 

• Comply with all company policies and procedures and legislative and regulatory requirements, including, but not exhaustively, those related to GDPR, Money Laundering, Health & Safety, PRA/FCA regulations, employment and other legislative requirements (as applicable).
• Undertake any other reasonable tasks as and when requested by senior management.
• Develop and maintain an up-to-date knowledge of Compliance & Risk regulatory and legislative information related to products/services (e.g. PRA/FCA rules, Data Protection, Money Laundering, etc.), as advised by line management.
• Support the risk culture of the organisation by taking personal responsibility for identifying and managing risks.

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.