Head of Operations

Overview

We are seeking an exceptional Head of Operations to help lead and shape the operations team within our rapidly expanding Bridging Finance division through its next phase of strategic growth. As Head of Operations, you will be instrumental in helping to evolve and ensure we have a robust operating model that supports our growth trajectory while delivering an enhanced risk management programme. This newly created position offers the opportunity to shape the future of our Bridging Finance product and make a lasting impact on our business success.

We are looking for a dynamic leader who thrives in fast-paced, evolving environments and is passionate about change and continuous improvement. Relationship building will be central to your success in this role. We need someone who excels at fostering strong partnerships across all levels of the organisation, from senior leadership to operational teams. Your ability to collaborate effectively and influence positive change will be crucial in driving our strategic initiatives forward all whilst demonstrating our core values of Decency, Enterprise and Brilliance at all times.

Key responsibilities

• Leadership & Team Management – drive operational excellence through strong leadership of our Portfolio Management and sales support teams. You will be responsible for encouraging their professional development through regular one-to-ones, biannual performance appraisals, and guidance on complex operational challenges
• Strategic Portfolio and Performance Management – take ownership of our portfolio performance by chairing Portfolio Review meetings that monitor performance metrics, assess emerging risks, and drive proactive case management strategies. Your strategic insight will be crucial in conducting comprehensive hindsight reviews of past cases, transforming lessons learned into actionable intelligence for our business, including product development and credit risk policy
• Risk Management Excellence – Lead our monthly Bridging Risk Assessment Forums, where you will evaluate complex and defaulted cases, propose commercial recovery strategies and building consensus across stakeholders. You will work closely with our Recoveries team to optimise recovery activities, minimise losses, and accelerate turnaround times
• Cross functional collaboration – Champion operational alignment by facilitating monthly feedback sessions with our Head of Bridging, and our Underwriting, Recoveries, and Sales teams. Systems & process innovation will be an ongoing objective, and you will play a central role in developing in life management systems and operational processes. You will also be part of cross functional projects that enhance our operational capabilities and support our ambitious growth plans
• In-Life Credit Decision Authority – Exercise delegated authority in reviewing and approving facility extensions, tranche releases, and equity release requests, in line with our credit risk appetite and internal policies
• Performance and Audit oversight – oversee achievement of our operational KPIs and OKRs relating to book performance, risk management, and service delivery. Take ownership of results and continuously seek opportunities for improvement and optimisation. You will also support and coordinate responses to external audits with third parties, ensuring all findings are addressed swiftly and comprehensively, maintaining our reputation for operational integrity
• External Stakeholder Management – Cultivate and maintain strong partnerships with external stakeholders including LPA receivers, Administrators, valuers, and introducers/brokers Your relationship management skills will be crucial in ensuring seamless service delivery and operational efficiency.
• Compliance Leadership – work closely with our compliance team to help embed AML/KYC training initiatives and champion continuous improvement in customer due diligence processes

Characteristics & Behaviours

• Demonstrate exceptional people management capabilities with the ability to motivate, develop and empower high-performing teams in a fast-paced and changing environment
• Be confident in exercising delegated authority while maintaining sound judgment and risk awareness in all decision-making processes
• Apply strong analytical and problem-solving skills to complex operational challenges, turning data insights into actionable strategies
• Embrace technology and change across bridging finance operations and systems.
• Build and create strong professional relationships both internally and externally, creating lasting partnerships that drive business success
• Communicate complex concepts clearly and persuasively at all levels.
• Think strategically with a keen commercial mindset, understanding how operational decisions impact business performance and growth objectives and demonstrate a strong risk mindset balanced with the confidence to make decisive choices that drive business forward
• Align with our values of Decency, Brilliance and Enterprise, and anticipate challenges and opportunities to drive continuous improvement and innovation across all operational areas

Key skills and knowledge

• Deep understanding of the non-regulated bridging finance space, preferably with experience held in an Operational Management/leadership role within a bridging finance lender
• Strong grasp of credit analysis, risk and book exposure management
• Knowledge of AML/KYC regulatory frameworks and financial crime prevention measures
• Understanding of legal recovery channels including LPA Receiverships and administration. Further knowledge of facility agreement, security structures and enforcement rights is a must.
• Experience in developing and enhancing in-life management systems & operational workflows.
• Experience of managing 3rd party relationships including valuation panels, recoveries agents and other third parties
• Ability to assess operation impacts on business strategy and profitability
• Understanding of how portfolio performance and risk management drive commercial outcomes