Operations Manager - Manchester, United Kingdom - Evolution Money

Description

Job Title: Operations Manager (Underwriting)

Company: Evolution Money

Location: Manchester City Centre

Job Type: Full-time

Basic Salary: up to £55K plus bonus

About Us:

Evolution Money is a Certified B Corp with a social purpose. At Evolution Money, our mission is to redefine financial inclusion by providing bespoke lending solutions to UK homeowners. We are committed to empowering individuals and fostering long-term financial well-being. Through innovative and purpose-driven approaches, we aim to challenge traditional norms and create a pathway for those who might be overlooked by conventional financial institutions.

The Role:

As our Operations Manager you'll provide effective management of the Underwriting Department within Consumer Lending, including day to day management of supervisors and Underwriters to ensure good consumer outcomes. Working closely with the Head of Consumer Lending and Senior Lending Operations Manager you'll drive the optimal balance between quality, risk and operational efficiency. You'll support the Head of Lending in the development and deployment of all Underwriting Managers and their teams.

Key Responsibilities

Performance Delivery

• Deliver high performance, through direct reports, in line with the business requirements. This includes managing workloads within the team and resource planning.
• Ensure customer service standards and outcomes are delivered, in line with the behaviours expected and consumer duty regulation.
• Analyse feedback and performance data to identify trends in performance and set daily targets. Delivering daily plan to Head of Lending.
• Align individual performance goals to team and organisational goals.
• Provide day-to-day leadership and direction to the team, setting the context, defining accountabilities, tasks and assignments, and establishing/maintaining boundaries for decision-making and approvals.
• Deputise for Head of Consumer Lending where appropriate.

Staff Management

• Develop supervisor and underwriting team members to achieve their personal and business objectives via monthly 1:1's, Monthly team meetings and regular coaching/feedback sessions.
• Assist in building a high-performance work environment, accelerating the performance of the team and individuals. Through collaboration with the Head of Lending, QA, Performance Coach and team managers, ensure that training and development strategies are in place to deliver quantifiable results.
• Directly manage absence/conduct/resources in line with company HR policies ensuring effective succession plans are in place for all supervisors and underwriters.
• Make recommendations to Head of Lending regarding hiring, transfers, recognition/ compensation as appropriate.
• Coordinate staff recruitment and interviewing in conjunction with HR where required.

Data Analysis & Reporting

• Develop and deliver an appropriate reporting suite of key performance measures for regular reporting purposes. Analyse performance trends and communicate results to the team and senior leadership.
• To compile and write and reports for the board and key stakeholders in absence of the Head of Lending.
• Utilise a data driven approach to manage and support the department effectively.
• Help to define standards, managing risks through monitoring and controls. Take appropriate action to ensure compliance requirements, audits and verifications are completed in line with our business policies and procedures.

Stakeholder Management

• Build, develop and maintain effective relationships with internal business partners/ external customers/ stakeholders for the purposes of enhancing team effectiveness.
• Act as the escalation point for business and technical issues, ensuring that potential problem areas or trends are further escalated to the Head of Lending, as appropriate, along with recommended solutions.
• Work with Business development managers to ensure 360 feedback is provided on performance and attainment of targets monthly for Evolution and brokers.
• Builds effective relationships in own and across all depts. Ensuring exchange of best practice
• Support the delivery of organisational projects.
• Investigate and manage the resolution of complaints in line with internal procedures.

Qualifications (minimum):

• Minimum 2 years' experience in a departmental management role within the financial services industry, preferably in second charge mortgage lending.
• Excellent leadership and people management skills, with the ability to motivate and inspire teams.
• Exceptional communication and negotiation abilities, both verbal and written.
• Proficiency in data analysis and reporting, with experience using analytics tools.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Strong attention to detail and problem-solving skills.
• A good understanding of FCA regulation , Mcob /consumer duty.

Desirable

• CeMAP qualification

Here's what you'll get back:

• Up to 25 days' annual leave + Bank Holidays
• Your birthday off, every year
• A healthcare cash plan
• A contributory pensions scheme, matched up to 5%
• Long Service Awards
• Cycle to work scheme
• Life Assurance

Company Culture:

Join us on our journey to redefine financial inclusivity. As we continue to evolve, so do the possibilities for those we serve. Our goal is not just to provide loans but to architect a future where financial empowerment is a reality for everyone. At Evolution Money, we value creativity, innovation, and a collaborative spirit. Our team is dedicated to delivering exceptional results and creating a positive impact in the financial services industry. We believe in fostering a work environment that encourages growth, learning, and teamwork.

We are committed to encouraging equality, diversity and inclusion and aim to create a working environment where every employee is respected.

We will provide fairness, and respect to all our prospective employees, and all hiring decisions are based on merit.

We aim to ensure that no job applicant is placed at a disadvantage by practices or requirements which disproportionately disadvantage protected groups, and which are not justified by the demands of the role.

Everyone is welcome at Evolution Money We are proud in creating an inclusive and diverse culture in our Evo Team community. We want to ensure that you feel comfortable and can give your best throughout the recruitment process. We encourage applications from all backgrounds and communities, and we are more than happy to discuss any reasonable adjustments that you may require. Please get in touch with us at any stage of recruitment to discuss it:

If you need any support with completing this application, please contact and we will be happy to assist.

As a part of the Disability Confident Scheme, we offer interview to anyone with disability who meets the minimum criteria for the role.