{"id":889752,"url":"https://alion.io/job/castletrust-head-of-operations-propertymortgages","title":"Head of Operations (Property/Mortgages)","company":{"id":672785,"name":"Castle Trust Bank","domain":"castletrust.co.uk","url":"https://alion.io/company/castletrust","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workable","truth_index":null},"role":"Management","role_family":"Management","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Basingstoke, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":86000,"max_usd":192000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":302},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-10T00:00:00Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-09-24T07:15:18Z","board_verified":true,"closed_at":null,"days_open":45,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":45},"description":"Head of Operations (Property/Mortgages)\n\"Lead operational excellence, drive transformation, and help shape the future of our Property business.\"\nAt 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.\nWe 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.\nThis 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.\nThe role and what you'll lead and deliver\nAs 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.\nLeadership & Strategy\nLead the Pre-Completion, Operations and Controls functions, ensuring alignment to business objectives, customer outcomes and regulatory requirements.\nDevelop high-performing teams through effective leadership, coaching, succession planning and performance management.\nProvide strategic direction to support the growth and evolution of the Property business. \nOperational Performance\nMaintain accountability for operational performance across the division.\nEnsure service standards, quality measures, productivity targets and customer outcomes are achieved.\nMonitor operational metrics and implement improvements to enhance efficiency, scalability and service delivery. \nRisk, Governance & Controls\nOversee the operational risk and control framework across the Property business.\nEnsure compliance with regulatory requirements, internal policies and risk appetite.\nLead responses to audits, reviews and control findings, ensuring timely remediation and continuous improvement. \nStakeholder & Supplier Management\nAct as the senior escalation point for operational, customer, broker and partner matters.\nBuild and maintain strong relationships with stakeholders across the organisation.\nManage relationships with key third-party suppliers, ensuring service standards and contractual obligations are met. \nChange & Continuous Improvement\nDrive operational excellence through process optimisation, automation and technology enhancements.\nLead business change initiatives that improve operational effectiveness and customer outcomes.\nSupport and sponsor strategic projects that enable sustainable business growth. \nFinancial & Commercial Leadership\nManage departmental budgets, resource planning and operational capacity.\nEnsure operational efficiency while supporting wider business objectives and commercial priorities. \nWhat you'll bring\nEssential\nSignificant leadership experience within a regulated lending, banking or financial services environment.\nProven track record of leading operational teams and delivering excellent service, quality and customer outcomes.\nStrong understanding of mortgage lending and/or loan servicing operations, including the end-to-end customer journey.\nExperience of operational risk management, controls, governance and regulatory compliance.\nDemonstrable experience of leading operational change, process improvement and transformation initiatives.\nExperience managing third-party suppliers and service providers.\nStrong stakeholder management and influencing skills at Executive and Board level.\nExperience of budget management, resource planning and operational capacity management.\nExcellent communication, decision-making and leadership capability. \nDesirable\nExperience managing audit activity and regulatory reviews.\nFCA-regulated experience.\nKnowledge of Consumer Duty and customer outcome frameworks.\nExperience delivering technology-enabled transformation and automation programmes. \nWhy join Castle Trust Bank?\nThis 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.\nIn addition, you will receive:\nCompetitive salary\nPerformance bonus (based on individual and company performance)\nGenerous contributory pension through Hargreaves Lansdown\nLife Assurance\n28 days' holiday + option to buy/sell 5 days\nAdditional paid volunteering day\nPrivate healthcare through BUPA\nFree access to BHSF Rise EAP to support colleague health and wellbeing\nGym discounts\nSeason ticket travel loans (if applicable)\nA supportive, inclusive culture where your work has real impact\nCaught your attention?\nIf 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!\nCastle 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.\nWe 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 .","description_format":"text","description_chars":5925,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Real Estate Investment","Banking"],"lifecycle":[{"event":"open","at":"2026-09-14T06:21:34Z"}],"liveness":{"score":37,"band":"fade","label":"Fading","p_open":1,"p_active":0.672,"p_room":0.55,"age_days":45,"expected_fill_days":38,"reasons":["conf:6","win:tail"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/castletrust-head-of-operations-propertymortgages","json_url":"https://alion.io/job/castletrust-head-of-operations-propertymortgages.json","meta":{"generated_at":"2026-09-24T11:04:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}