Operations Manager - Mortgage Customer Support




Killeaton House/Hybrid working

Remote Working options available with travel to base location.

The Role

Operations Manager, Mortgage Customer Support

We have an exciting opportunity for an Operations Manager to join us in Customer Support Department (CSD).

This is a chance to d evelop and grow processes and lead strategic thinking on how we adapt to business change.

As Operations Manager you’ll lead and develop the Mortgage Customer Support team and ensure that the Mortgage unit operates in the most efficient and effective way

A key priority for Danske Bank is the implementation of an agile culture across the bank, with the aim of increasing the speed of response to customer demands, improving business structures and collaboration across the organisation to ultimately enhance the customer experience.

What you’ll do

As Operations Manager you’ll be responsible for executing the mortgage process. We have big ambitions in Northern Ireland and the GB market over the next 5 years.

You’ll forge strong relationships with Personal Banking and the Mortgage Team to effectively deliver processes, ensuring timely delivery for our customers, ensuring we maintain quality and focusing on successful delivery as we continue to navigate a virtual way of working.

You’ll be responsible for the performance of the team and development of staff through coaching and driving results from Continuous Improvement initiatives, maintaining their Operations Management Solution and forecasting resourcing needs in line with business demand.

You’ll be expected to achieve Customer Experience, performance & efficiency metrics and will be r esponsible for managing and prioritising all activities of Mortgage Customer Support to effectively meet the needs of both the customer and the bank.

You’ll ensure that Mortgage Customer Support adhere to the Bank’s policies and procedures and in particular those relating to the drawdown and processing of personal mortgages and the establishment and release of personal collateral.

What else you’ll do

  • Be responsible for reporting of business performance to Head of CSD, Operations Director and Head of Mortgages.
  • Create a culture of continuous improvement and transformational change which will deliver process efficiencies to enhance the customer experience, reduce costs, improve productivity and demonstrate a commitment to digitalisation/simplification.
  • Be accountable for the resolution of findings in credit control reports to protect the Bank for any potential losses.
  • Develop the team as an attractive place to work by motivating, coaching, developing and performance managing individuals and the team, in order to attract and retain competent, committed and motivated employees
  • Work collaboratively with Personal Mortgage Unit and Customer Journey Teams to deliver exceptional customer service.
  • Maintain a detailed and up-to date knowledge of all relevant products and services, to ensure customers are provided with a professional and high quality service.
  • Ensure customers are provided with a service that is compliant with all existing legal, regulatory and voluntary code obligations, and all Bank standards, policies, processes and procedures.

What skills / qualifications will you need?


As Operations Manager you’ll demonstrate strong leadership experience in a strategic capacity. You’ll have a good understanding of Operations Management and will have a strong customer experience focus.

  • Demonstrate strong stakeholder senior management experience with the ability to collaborate and influence across the organisation and with external partners
  • Demonstrate a quality and risk focus
  • Experience in coaching others & managing performance
  • Experience of the end to end mortgage journey
  • Experience of successfully delivering customer and business improvements

Salary & Benefits

  • Competitive salary
  • 40 days’ leave per year (30 days’ annual leave plus 10 paid bank holidays).
  • Company pension contribution – we will contribute up to 10% of your salary.
  • Funded private medical care provided by Benenden.
  • Access to ‘Danske Discounts’ offering discount on a wide range of products and activities such as eating out, fashion, accommodation, motoring and gym membership.
  • Financial support for Further Education after successful completion of 12 months service.
  • Cycle to Work scheme.

Please Note

  • This is a full time role at 35 hours per week.

Why we think you’ll love it here:

We are a flexible employer

Our hybrid working model is based on our colleagues’ need to concentrate, collaborate and connect.

It provides flexibility of work location within a framework where an individual’s role allows:
  • Minimum 2 days in the office per week
  • Remaining time is a choice of home, local branch or office locations

We have comprehensive support virtually and in person to support you as you start your career with us.

We want to be the best bank for our customers, colleagues, partners and society. Visit our social media channels (Danske Bank UK on LinkedIn, Twitter, Facebook and Instagram) or read more about our approach to being a responsible business here: danskebank.co.uk/responsibility

We embrace Diversity, Inclusion and Belonging

We embrace diversity and create an inclusive culture where differences are seen as a strength and where people feel valued and realise their full potential. This is vital to how we approach our talent strategy.
It’s our mission to make a home for our colleagues. A place, for all colleagues to feel free to be seen the way they want to be seen, to be validated and to know that their voice matters. We want you to be able to confidently say “I work for Danske Bank, and Danske Bank works for me: I feel included and I belong”

Sound Good?

We’d love to hear from you. If you would like to apply, please make sure your CV includes enough detail to show how you meet the criteria we’ve set out here.

To submit your CV, click ‘apply’.

If you’d like to ask a question about this job, just ask Aisling McLaughlin (amcl@danskebank.co.uk).

Good luck!

If you have a disability, which means you require assistance during any stage of the application process, please call HR Services on 028 9004 8500.

Danske Bank is committed to providing equality of opportunity for all.

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