About the role
The role
The UK second charge mortgage market is large, growing, and has seen little of the innovation that has transformed other areas of consumer finance. Lendable is building a new secured lending product with the ambition to change that - bringing the tech-first approach and smooth customer experience that has made us a leader in unsecured lending into a market that has traditionally been slow and process-heavy.
As our first Director of Mortgage Operations, you will lead the servicing side of our new second charge mortgage business - defining the policies, procedures, and operational infrastructure that make us a credible, compliant lender from day one. You'll work closely with our legal and compliance teams to meet FCA expectations, and with our technology and data teams to build servicing operations that are fast, fair, and scalable.
What you’ll be doing:
Define policies & procedures: Define and implement all MCOB-compliant policies and procedures for our second charge mortgage product - building the operational foundations from the ground up.
Own the servicing lifecycle: Take full responsibility for the mortgage servicing lifecycle, from post-disbursement through to arrears management, forbearance, and default - always with customer outcomes and Consumer Duty at the centre.
Lead recoveries & repossessions: Establish robust, fair, and effective strategies for high-stakes servicing scenarios, including managing relationships with third-party partners where needed.
Scale with technology: Work with our technology and data teams to automate the heavy lifting, building servicing operations that are as fast and frictionless as the rest of our products.
Build & lead: Work cross-functionally with credit, legal, and compliance teams to ensure a seamless acquisition-to-servicing experience and build out a servicing team as the product scales.
What we’re looking for
The must-haves:
Experience: You have 8+ years in mortgage lending, with significant time spent in servicing. You're likely a director or senior leader at a specialist lender, or a senior servicing professional at a major bank.
Regulatory expertise: You have a deep, working knowledge of the MCOB regulatory framework and understand what good looks like under Consumer Duty - particularly in a servicing context where customer outcomes really matter.
Servicing specialism: You've owned complex servicing scenarios end-to-end - arrears, forbearance, default, repossessions - and know how to build processes that are both operationally effective and treat customers fairly.
The ‘Lendable’ mindset: You're low-ego, relentlessly resourceful, and energised by the prospect of building something from the ground up rather than inheriting an established operation.
Nice-to-Haves:
Regulator interaction: You've engaged directly with the FCA - whether through supervision, authorisations, or governance processes.
Underwriting knowledge: You have enough familiarity with the acquisition side to work effectively with underwriting and credit teams.
Analytical rigour: You're comfortable using data to inform operational decisions and spot problems early.
Interview Process
Intro Call: A 30-minute remote chat with a member of the Talent team to discuss your background and the role.
Cognitive Assessment: A short online assessment.
Interview: 60 minute introductory chat/case study
Case Study: A generic case study to see how you think.
Competency Interview: A deep dive into your experience with MCOB, servicing, and building teams.
Final Stage: A final interview with members of the senior leadership team.
