We are now recruiting for a Senior Operations Manager to join our Mortgage Enforcement team in Bristol. As a Senior Operations Manager you will be reporting into the Head of our Mortgage Enforcement team. 

Your Role

As a Senior Operations Manager your remit will cover the following;

  • Accountable for the growth and management of the operations function across Mortgage Enforcement. 
  • Line management responsibility of up to 8 direct reports
  • Acts as key problem solver within the operations dealing with escalated or complex queries that operations Managers are unable to resolve
  • Engages / influences Partners and senior stakeholders in the overall understanding of ME, development and strategic client management of work streams across all work types
  • Responsible for / and can be the face of Client relationships, management and liaison where circumstances require senior involvement
  • Supporting in client bids from initial proposals and pitches to developing strategy to fulfil client expectations and client onboarding
  • Initiatives to improve performance and quality – driving the continuous improvement program for each client and each work type
  • Strong understanding of the regulatory landscape and able to ensure that the team remain compliant with regulatory obligations, with specific focus (but not limited to) customer outcomes and vulnerable customers
  • Operational responsibility for Workflow and Resource Management team across all work types and jurisdictions
  • To provide cover for CSD when absent due to training, holidays, sickness
  • Dealing with client issues, identifying causes, providing advice and implementing improvements
  • Financial hygiene- ensuring that ME maintains good financial health in its management of Invoicing, Client account, debt, disbursements and write offs.
  • Supporting the CSD in budget setting annually
  • Supervise the work levels and workflow to ensure the team delivers an effective service to the client.
  • Ensure quality of work is maintained to the highest standards and the team is working to best practice and adopting recognised risk management procedures.
  • Monitor performance against objectives and communicate progress.
  • Motivate team members through delegation of challenging tasks, recognising individual contribution, giving feedback and welcoming suggestions from team members.
  • Provision of and interpretation of operational MI
  • Developing employees to enable promotion, create variety and skills development (through a skills matrix)


Your Skills and Experience

  • Proven experience in a similar central service driven / professional services environment.
  • Has a deep understanding of key philosophies to develop operational processes that achieve operational excellence within Mortgage Enforcement.
  • A systematic problem solver with strong data analytics skills who builds high performing teams to develop and grow Mortgage Enforcement activities across multiple work streams

Your Team

Operating from our offices in Bristol, Manchester, Glasgow and Belfast, we have specialist expertise in each UK jurisdiction. We act for banks, building societies, other secured lenders and third party services. Whatever the size of mortgage portfolio, we adapt our processes to deliver the best outcome for the lender and their customer. Our approach ensures that all customers are treated fairly, and vulnerability is identified and handled appropriately.


About TLT

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.

We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,200 people in offices across the UK and a network of partner firms across Europe, India and the US. In 2021 we were named The Lawyer’s Law Firm of the Year, recognising our incredible success story.

Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute. 


Our Benefits

We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance. 

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people.

TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate. 

We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on HR-Recruitment@TLTsolicitors.com 


Legal careers
Market Rate, Competitve
Published Date
Tuesday 17 January 2023
Closing Date
Sunday 12 February 2023
Back to search Email to a friend Apply now