Mortgage Operations Director

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact

This is a pivotal leadership role shaping the future of our mortgage operations.

As the Mortgage Operations Director you will lead and transform the Society’s end-to-end mortgage lifecycle from underwriting and new lending through to servicing, arrears, and litigation – playing a key role in delivering our ambition to be recognised as an innovative specialist lender.

Through the intelligent use of technology, data, and operational excellence, you will drive meaningful growth, elevate customer outcomes, and build a resilient, future‑ready operation. This is a high‑impact leadership opportunity for someone energised by scale, complexity, and the chance to leave a lasting legacy.

Here’s a taste of what you will be doing as a Mortgage Operations Director at Nottingham Building Society:

• Define and deliver the mortgage operations strategy to support asset growth
• Lead end‑to‑end digitisation and automation of the mortgage journey, embedding platforms including MQube, Credit Hub, and advanced decisioning tools.
• Develop a low‑cost, inflation‑resilient servicing model for existing customers.
• Foster an empowered, high‑performance culture with clear career progression.

• Build a flexible, scalable, high‑performing operations function to support rapid growth and complex lending.
• Ensure operating models, processes, and procedures deliver efficiency and excellent customer outcomes.
• Evaluate and manage the mortgage supply chain to ensure future‑fit underwriting and servicing capability.

• Deliver differentiated digital journeys combining speed, certainty, and expert underwriting.
• Build a strong broker reputation for flexibility and customer‑focused decision‑making.
• Realise full benefits of the new origination platform, leveraging OCR and AI to simplify journeys for brokers, customers, and colleagues.
• Use data and advanced analytics to enhance decisioning, affordability, and product innovation.
• Own and optimise core systems including Summit, File Net, CRMS, Avaya, Activate, and MQube.

• Ensure operational resilience, effective risk management, and ownership of Important Business Services, BCPs, and first‑line mortgage controls.
• Participate in key committees and strategic programmes, ensuring compliance with regulatory and T&C frameworks.

• Strong understanding of financial services, particularly mortgages.
• Knowledge of Training & Competence (T&C) frameworks and regulatory requirements.
• Experience in budgeting, forecasting, and capacity planning at a senior level.
• Familiarity with Business Continuity Planning, Operational Resilience, and Important Business Services.
• Strong insight into transforming business and customer propositions through digitisation.

• Proven senior leader with excellent communication, negotiation, and interpersonal skills.
• Significant strategic and operational management experience.
• Experienced in leading change and process improvement initiatives.
• Skilled in developing and delivering effective strategic and operational plans.
• Highly numerate, able to translate complex data into clear, actionable insights.
• Expertise in capability and capacity management to build agile, scalable teams.
• Strong understanding of how process and IT solutions enable digital service excellence.
• Experience representing operations at committee and project levels.
• Proven management experience in areas such as arrears, underwriting, and complaints.

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, £5,500 car allowance, Bupa healthcare, 29 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career…