Job Description

Head of Operations (Property/Mortgages)

"Lead operational excellence, drive transformation, and help shape the future of our Property business."

At Castle Trust Bank, we pride ourselves on being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

We are seeking an experienced and strategic Head of Operations to lead our Pre-Completion, Operations and Controls functions within our Property division. This is a high-impact leadership role responsible for ensuring the efficient, compliant and customer-focused delivery of services while driving operational excellence, risk management and continuous improvement across the business.

This role is based in Basingstoke, with some travel to London, on a hybrid basis of 4 days a week in the office and 1 day at home.

The role and what you'll lead and deliver

As Head of Operations, you will provide strategic leadership across key operational functions, ensuring service excellence, strong governance, effective controls and scalable operational processes that support the continued growth of our Property business. You will work closely with senior stakeholders across the Bank, helping to deliver exceptional customer outcomes while maintaining robust regulatory and risk standards.

Leadership & Strategy

• Lead the Pre-Completion, Operations and Controls functions, ensuring alignment to business objectives, customer outcomes and regulatory requirements.
• Develop high-performing teams through effective leadership, coaching, succession planning and performance management.
• Provide strategic direction to support the growth and evolution of the Property business.

Operational Performance

• Maintain accountability for operational performance across the division.
• Ensure service standards, quality measures, productivity targets and customer outcomes are achieved.
• Monitor operational metrics and implement improvements to enhance efficiency, scalability and service delivery.

Risk, Governance & Controls

• Oversee the operational risk and control framework across the Property business.
• Ensure compliance with regulatory requirements, internal policies and risk appetite.
• Lead responses to audits, reviews and control findings, ensuring timely remediation and continuous improvement.

Stakeholder & Supplier Management

• Act as the senior escalation point for operational, customer, broker and partner matters.
• Build and maintain strong relationships with stakeholders across the organisation.
• Manage relationships with key third-party suppliers, ensuring service standards and contractual obligations are met.

Change & Continuous Improvement

• Drive operational excellence through process optimisation, automation and technology enhancements.
• Lead business change initiatives that improve operational effectiveness and customer outcomes.
• Support and sponsor strategic projects that enable sustainable business growth.

Financial & Commercial Leadership

• Manage departmental budgets, resource planning and operational capacity.
• Ensure operational efficiency while supporting wider business objectives and commercial priorities.

What you'll bring

Essential

• Significant leadership experience within a regulated lending, banking or financial services environment.
• Proven track record of leading operational teams and delivering excellent service, quality and customer outcomes.
• Strong understanding of mortgage lending and/or loan servicing operations, including the end-to-end customer journey.
• Experience of operational risk management, controls, governance and regulatory compliance.
• Demonstrable experience of leading operational change, process improvement and transformation initiatives.
• Experience managing third-party suppliers and service providers.
• Strong stakeholder management and influencing skills at Executive and Board level.
• Experience of budget management, resource planning and operational capacity management.
• Excellent communication, decision-making and leadership capability.

Desirable

• Experience managing audit activity and regulatory reviews.
• FCA-regulated experience.
• Knowledge of Consumer Duty and customer outcome frameworks.
• Experience delivering technology-enabled transformation and automation programmes.

Why join Castle Trust Bank?

This is an opportunity to take on a highly visible leadership role with direct influence over the operational performance, customer experience and future growth of our Property division. You'll lead experienced teams, shape strategic initiatives and play a critical role in delivering operational excellence across the Bank.

In addition, you will receive:

• Competitive salary
• Performance bonus (based on individual and company performance)
• Generous contributory pension through Hargreaves Lansdown
• Life Assurance
• 28 days' holiday + option to buy/sell 5 days
• Additional paid volunteering day
• Private healthcare through BUPA
• Free access to BHSF Rise EAP to support colleague health and wellbeing
• Gym discounts
• Season ticket travel loans (if applicable)
• A supportive, inclusive culture where your work has real impact

Caught your attention?

If so, we'd love to talk to you and tell you more about what it's like to work at Castle Trust Bank - The Place To Work!

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status or characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to being a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role, you will be offered an interview. Should you require any reasonable adjustment to support you in your application, please contact talent@castletrust.co.uk