Head of Sales Operations

at  Pepper Money

ARE YOU OUR NEW HEAD OF SALES OPERATIONS?

Working in our dynamic, successful Sales Operations team there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.
We really do believe that its our people who are our main competitive advantage the thing that sets us apart from our competitors.
Our passion is to Help People Succeed. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.
We operate a hybrid working model, with a split of three days in the Cardiff office and two days at home. There will be regular travel to our other offices In London and Manchester.

WHAT WE ARE LOOKING FOR

A suitable candidate would be a natural leader with the ability and proven track record of leading coaching and developing Managers and teams focussed on service delivery particularly in the mortgage sector. This person should demonstrate a pro- active, hardworking, flexible approach and should be able to work under their own initiative but also as a team player across the wider firm. Experience in online customer operations both on and offshore is key, with a passion for delivering great customer outcomes as well as holding up to date industry knowledge, technical and analytical skills.
We are looking for somebody who is experienced and knowledgeable within the financial services industry, ideally within mortgage and / or specialist lending, and a positive proven track record of continuing to build, grow and / embed similar function previously and manage the team through fast paced change.
The ideal candidate will possess up to date regulatory knowledge for example, FCA, Consumer Duty, and MCOB. Experience across leading operational teams across multiple sites, home working, and offshore is required
This role would suit somebody who prides themselves on their ability to build relationships across all levels, with strong stakeholder management and communication skills.

You will be leading a team of Managers within our Second Charge Sales Operations team, ensuring excellent customer service delivery through targets, meeting SLAs, and monitoring through KPIs to drive the right customer outcomes. This role will heavily involve partnering with various stakeholders and third parties to ensure best in class service delivery.