At Pepper Money, everything we do is to help people succeed, from our employees to our customers. We are a part of the Pepper Group, a diversified global consumer finance business, with a core focus and strong experience in Lending, Advisory and Asset Management across the residential and commercial property sectors. In the UK, Pepper Money are a specialist lender providing residential and buy to let mortgages for customers with interesting cases.
The Sales Operations function delivers sales growth and a world class customer experience by working closely with brokers to promote our products to the specialist lending market and also managing mortgage applications up to decision in principal. The Sales Operations team is part of the wider first charge mortgage team which also includes Product and Proposition Development, Sales and Business Systems.
Duties and Responsibilities You will lead an effective management team to deliver an excellent service proposition achieving all SLA’s and KPI’S across the function. In this hands-on role, you will work alongside the senior Sales Operations management team to ensure the world class customer experience is delivered through a team of 4-8 managers who support teams in assessing and processing mortgage applications in line with our lending policy. You will be responsible planning, organising and co-ordinating operational delivery; ongoing ‘best in class’ service delivery; resource requirements; continuous service improvement throughout the team. The successful candidate will prepare MI, ensure compliance with the statutory regulatory framework and be a point of escalation for more complex customer cases.
In order to be successful in this role, you will possess the following: Knowledge and experience • Extensive Mortgage Lending knowledge and experience • UK Specialist Lending experience in particular residential and buy to let • Regulatory knowledge, FCA, TCF, MCOB • Held a relevant underwriting mandate previously • Management experience, having built successful teams and helped them flourish through change • Full understanding of DPR system, broker and customer journey • Demonstrated experience of online customer operations
Competencies • Strong relationship management skills • Excellent stakeholder management skills • Strong communication and influencing skills • Commercial mindset • Ability to present concepts / performance statistics to senior management • Ability to select, recruit, coach and develop team members • Ability to build and manage a high performing team by motivating and inspiring them • Demonstrate a pro-active, hardworking, flexible approach • Ability to work independently and be a team player • Proven ability to work under pressure • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Teams)
Qualifications • Educated to degree level or equivalent in a relevant discipline
To apply for this role, please send your cover letter and CV to firstname.lastname@example.org