LiveMore Capital Limited, Threeways House, 40-44 Clipstone Street, London, W1W 5DW LiveMore Capital Limited is authorised and regulated by the Financial Conduct Authority (number 820578) Registered office: 2-4 Exmoor Street, London, W10 6BD. (Registration number 11630369)

Job title Lending Operations Manager

Reports to Chief of Staff

Department Underwriting

Location Glasgow / hybrid (3 days in office per week)

Key internal stakeholders Head of Underwriting; direct Underwriting team; and Risk, Sales, Compliance, and Technology teams

Line management 12 roles within Underwriting (including Case Managers)

LiveMore exists to challenge the unfair NOs in the mortgage world. That’s why our mission is to empower mortgage brokers to lend more by turning NOs into YESs and by maximising affordable borrowing. By doing that whenever we can, we help our customers live more and be ready for all that’s yet to come.

Using our unique LiveMore Mortgage Matcher® and LiveMore Maximum Borrowing Calculator decision engine technology, we excel at overcoming challenges involving affordability, risk and Consumer Duty. We innovate for customers and mortgage brokers in need, where others don’t – like with LiveMore’s current mortgages ‘up to’, ‘into’ and ‘in’ retirement.

LiveMore is an innovative company with ambitious plans, and we know that our people are the key to achieving our goals. As evidence of our growth, in June 2025 we were recognised as one of the Top 100 Fastest Growing Companies in the UK by the Business Leaders 500. In 2025, we grew our annual origination volumes by over 80% to lend c.£350m.

We are now targeting 50%+ growth in lending across 2026. Our exciting growth trajectory requires a dynamic and successful LiveMore team, and critical to this is our Lending Operations Manager. We are seeking a high-energy candidate, who brings a can-do attitude and a passion to drive an efficient and effective lending operation.

The role

• The Lending Operations Manager is responsible for leading the end-to-end operational delivery of our residential mortgage underwriting process. The role’s primary mandate is to drive continuous improvement, efficiency, scalability, simplification, and performance optimisation across the lending journey, working closely with credit risk, sales, operations, compliance, and technology teams.

• The role oversees mortgage origination operations from pre-application queries through initial packaging, underwriting support, offer issuance and conveyancing queries, ensuring that processes are scalable, well controlled, deliver high quality outcomes, and aligned to the FCA’s regulatory expectations.

• The role is crucial to lending, though does not involve underwriting mortgages. The focus is entirely on the operational infrastructure that surrounds the underwriting function: how cases are received, routed, tracked, supported, and completed; how bottlenecks are identified and eliminated; and how the firm's operational controls keep pace with regulatory requirements.

LiveMore Capital Limited, Threeways House, 40-44 Clipstone Street, London, W1W 5DW LiveMore Capital Limited is authorised and regulated by the Financial Conduct Authority (number 820578) Registered office: 2-4 Exmoor Street, London, W10 6BD. (Registration number 11630369)

Responsibilities

New lending operations management

• Own day-to-day new lending operations across the mortgage origination lifecycle, from pre- application queries through packaging, underwriting, offer and conveyancing queries, as well as post-completion lending decisions (such as porting and additional borrowing).

• Ensure new mortgage applications are triaged and prioritised by complexity and risk, and progressed accurately and within agreed service levels.

• Manage pipeline volumes, task/workflow allocation, and team capacity through active forecasting and resource planning to improve conversion, reduce turnaround times, and maintain consistent service levels at peak volumes.

• Oversee operational interactions with intermediaries and packagers, ensuring submission quality, case progression support, and broker communications uphold service standards and regulatory expectations.

• Maintain effective operational controls across new lending activities to minimise errors, delays, and customer detriment.

• Support the smooth handling of exceptions, escalations, declined cases, and operational issues within the origination process, identifying opportunities to learn from these and enhance/clarify our underwriting/policy criteria, where possible.

• Develop and report on KPIs which objectively demonstrate the performance of the department.

Process improvement and continuous improvement

• Lead a structured, data-driven programme to continuously identify, prioritise, and deliver process improvement initiatives across mortgage origination, targeting measurable gains in processing speed, throughput, quality, and unit cost per case.

• Lead initiatives to simplify and automate workflows, eliminate duplication and manual handoffs, and increase straight-through processing rates.

• Use management information and root cause analysis to pinpoint bottlenecks, rework, delays, and control weaknesses, and to target the process steps that contribute most to cycle time.

• Drive standardisation of processes, procedures, and controls to improve consistency and scalability across the lending operation.

• Support the design and implementation of system enhancements, automation opportunities, policy changes, and workflow redesign.

• Embed a culture of continuous improvement within the team, encouraging challenge, innovation, and problem-solving.

• Build and maintain a pipeline of improvement initiatives, ensuring each has a defined owner, baseline metric, target outcome, and delivery timeline; track benefits realisation post- implementation.

Team leadership

• Lead, coach, and develop mortgage operations team (junior to senior level) to deliver high-quality, strong service, competitive turnaround times, and compliant outcomes, in conjunction with the Underwriting Team Leader who owns the first line of defence (LOD) for the underwriting team and is responsible for their training and development.

LiveMore Capital Limited, Threeways House, 40-44 Clipstone Street, London, W1W 5DW LiveMore Capital Limited is authorised and regulated by the Financial Conduct Authority (number 820578) Registered office: 2-4 Exmoor Street, London, W10 6BD. (Registration number 11630369)

• Set clear performance expectations and monitor productivity, quality, and service against set targets and develop the regular monitoring metrics and processes.

• Conduct regular performance management reviews and end of year reviews and create tailored improvement plans to build capability and expertise; the underwriting team benefits from a dedicated Underwriting Team Leader, who will feed into your performance reviews from a training and quality assurance view.

• Build a culture of high-performance, accountability, customer focus, and continuous improvement.

• Ensure a commitment of the team to training and development is maintained, even in times of heightened volume.

• Manage operational escalation pathways for complex or time-critical cases, ensuring prompt resolution without compromising underwriting independence or control integrity.

Risk, controls, and compliance

• Work with our credit risk function to ensure mortgage operations are delivered in line with internal lending policies, risk appetite, and regulatory obligations.

• Work closely with compliance and the Data Protection Officer (DPO) to ensure mortgage origination operations comply with the FCA’s MCOB sourcebook (including responsible lending under MCOB 11, disclosure under MCOB 4 to 6A, and arrears handling under MCOB 13), the Consumer Duty, and the firm’s obligations under SM&CR, and data protection requirements.

• Monitor control effectiveness and identify operational, conduct, or compliance risks within the mortgage origination processes.

• Support internal and external audit activity and ensure appropriate documentation and evidence is maintained.

Customer service

• Help deliver a high-quality experience for customers and their intermediaries throughout the new lending journey.

• Ensure operational processes support clear communication, timely updates, and fair customer outcomes from application to completion.

• Manage escalated pipeline cases and service issues in partnership with sales.

Stakeholder management and cross-functional collaboration

• Work closely with the Head of Underwriting, and the Risk, Sales, Compliance, and Technology teams to support effective new lending operations and delivery of process improvements.

• Act as a key point of contact for operational escalations, pipeline performance issues, and implementation of change.

• Provide operational insight and reporting into governance forums, leadership meetings, and risk committees, with a focus on application flow, conversion, service performance, and improvement opportunities.

LiveMore Capital Limited, Threeways House, 40-44 Clipstone Street, London, W1W 5DW LiveMore Capital Limited is authorised and regulated by the Financial Conduct Authority (number 820578) Registered office: 2-4 Exmoor Street, London, W10 6BD. (Registration number 11630369)

Candidate experience

Required

• Proven experience in mortgage operations (5+ years), with strong exposure to the new lending process for owner-occupied lending in an intermediary environment.

• Strong understanding of the mortgage origination lifecycle, including application processing, case management, underwriting and conveyancing.

• Experience leading operational teams in a regulated mortgage or lending environment.

• Strong track record of identifying and delivering process improvements, operational efficiencies, or transformation initiatives, including use of tech and AI driven solutions.

• Good knowledge of mortgage regulation and conduct requirements, including FCA expectations and customer outcome considerations.

• Strong understanding of operational risk, controls, quality management, and pipeline performance.

• Excellent organisational, problem-solving, and stakeholder management skills.

• Ability to interpret performance data and use MI to drive service improvement and operational decision-making.

Benefits and environment

• Annual performance bonus (cash and growth shares).

• Hybrid working (3 days per week in office).

• 30 days’ holiday, plus UK bank holidays.

• Private health cash reimbursement plan.

• Employer pension contribution.

• Salary-sacrifice pension scheme, saving marginal rate on contributions.

• Salary-sacrifice nursery voucher scheme, as above.

• Employee assistance programme.

Job Title: Mortgage Administrator Department: Mortgages

Job Description

PURPOSE OF ROLE To provide high quality administration support within the mortgage team, building a relationship with clients whilst delivering a level of service which exceeds expectations. To ensure complete and accurat records are maintained of all client dealings. Ensuring Timothy James & Partners Ltd procedures and compliance standards are met and maintained.

ROLE AND RESPONSIBILITIES

• Inputting of mortgage applications.

• Sending packaging requirements to the lender after application has been submitted.

• Creating tasks, records and reminders on Intelligent Office.

• Ensuring all documents are scanned to the activity, prior to and post offer.

• Creating invoices where applicable.

• Adding fees to figures.

• Ensuring MI is up to date on relevant spreadsheets.

• Sending out of re-broke letters to clients.

• Drafting recommendation/suitability letters

• Ensuring that files are compliant post completion, i.e. European Standardised Information Sheet (ESIS)/Key Facts Illustration, Fee Agreement, Fact find and suitability letter.

• Chasing lenders where required, and providing updates to clients

• Updating task notes

• Meeting with Lenders’ Business Development Managers.

• Liaising with solicitors to ensure applications are progressing to exchange/completion and assisting the client in completing any necessary paperwork where applicable.

• Liaising with clients, advisers and lenders.

• Taking responsibility for product transfer cases/basic research.

RISK & COMPLIANCE

• Ensure you are up to date with, and adhere to, Compliance guidance and Business processes relevant to your role.

• Complying with the Financial Services and Markets Act 2000, the FCA’s Conduct rules now always including Consumer Duty / FCA Statements of Principle & Code of Practice and the relevant rules from the FCA.

• Making sure all client contact is carried out in a professional and courteous way.

• Making sure all client files are compliant on an ongoing basis.

• Making sure all client records are retained in line with the firm’s Date security / data protection / record keeping policy.

• Provide and communicate consistent products, services and guidance that is right for TJP clients (price, value and following correct advice process)

• Focus on the diverse needs of their clients, including those in vulnerable circumstances, at every stage and in each client’s lifecycle

• Ensure decisions are designed and taken in good faith to ensure the best and fairest outcome for the client and are understood by the client.

.

KNOWLEDGE, SKILLS AND COMPETENCIES

• Experience in a Mortgage Administration role (within the Financial Services sector, a broker firm or IFA would be desirable).

• Studies towards CII/CeMap exams are preferable but not essential.

• Knowledge of Mortgage advice processes and products.

• Good working knowledge of Microsoft Office products including Word, Excel, Outlook and PowerPoint.

• Experience with Intelligent Office is desirable.

• Experience of delivering accurate, relevant and timely information.

• Experience of working with clients.

• Experience of working in an environment of significant change.

• A knowledge of the Later Life Lending Market is desirable.

Role Details

• Location: City of London office (Mondays, Tuesdays, Thursdays, and Fridays) with the

option to work remotely on Wednesdays.

• Hours: Monday to Friday, 9:00 AM to 5:00 PM.

• Salary: £30k-£35K (negotiable based on experience), plus £2,000 Christmas bonus and

10-20% bonus paid throughout the year

• 1 position available

Primary Responsibilities

• Accurately input mortgage applications into various lender systems.

• Provide thorough administrative support to brokers.

• Oversee the client service journey from start to finish, coordinating with clients, lenders,

and solicitors.

• Record all interactions and activities in our CRM system and become proficient with our

mortgage sourcing software.

• Collect and upload necessary client documents within set compliance timelines.

• Scan and ensure all documentation complies with regulatory standards.

• Maintain compliance with FCA regulations in all tasks.

• Assist the team with other duties as needed.

Ideal Candidate Attributes

• Proven experience in mortgage administration within the independent market, familiar

with various lenders’ products and online platforms.

• Exceptional written and verbal communication skills in English, adept at engaging with a

diverse clientele.

• Strong technical aptitude and familiarity with mortgage terminology.

• Ability to take initiative, manage time effectively, and prioritise tasks efficiently.

• Motivation to advance in a professional and growing business environment.

LiveMore Capital Limited

Threeways House, 40 - 44 Clipstone Street

London W1W 5DW

LiveMore Capital Limited is authorised and regulated by the Financial Conduct Authority (number 820578)

Companies House Registration number 11630369 .

Job Description

Title Underwriting Manager

Department Underwriting

Reports to Head of Underwriting

Location London

Direct Reports Senior Underwriters, Underwriters

LiveMore exists to challenge the unfair NOs in the mortgage world. That’s why our mission is to empower mortgage brokers to lend more by turning NOs into YESs and by maximising affordable borrowing. By doing that whenever we can, we help our customers live more and be ready for all that’s yet to come. Using our unique LiveMore Mortgage Matcher® and LiveMore Maximum Borrowing Calculator decision engine technology, we excel at overcoming challenges involving affordability, risk and Consumer Duty. We innovate for customers and mortgage brokers in need, where others don’t – like with LiveMore’s current mortgages ‘up to’, ‘into’ and ‘in’ retirement. LiveMore is an innovative company with ambitious plans, and we know that our people are the key to achieving our goals. As evidence of our growth, last year, we were recognised as one of the Top 100 Fastest Growing Companies in the UK by the Business Leaders 500 and we will lend in excess of £600m this year. We live by four core behaviours that shape our culture and guide our success:

• Commitment – going the extra mile for brokers, customers, and colleagues.

• Agility – adapting quickly, embracing innovation, and staying ahead in a dynamic market. • Humility – valuing collaboration, listening actively, and learning continuously.

• Openness – communicating transparently and welcoming diverse perspectives. If these behaviours resonate with you, you’ll thrive here. Purpose

Own the end-to-end application journey—from application received to Mortgage Offer issuance—while leading the day-to-day operations of the underwriting team. Drive commercial outcomes by ensuring fair, consistent, and timely decisions, high first-line QA, strong broker relationships, and effective collaboration with Sales. Inspire and influence the team to perform at a level they didn’t think possible, while embedding a culture of accountability, continuous improvement, and high performance.

LiveMore Capital Limited

Threeways House, 40 - 44 Clipstone Street

London W1W 5DW

LiveMore Capital Limited is authorised and regulated by the Financial Conduct Authority (number 820578)

Companies House Registration number 11630369 .

Key Responsibilities

• Inspiring Leadership: Motivate and influence the team to exceed expectations, fostering a high- performance culture where individuals achieve results beyond their perceived limits.

• Commercial & Operational Leadership: Manage daily workflow, allocate cases, monitor SLAs, and resolve operational issues with a focus on efficiency.

• Application Journey Ownership: Oversee full lifecycle from intake to offer, ensuring accurate assessments and timely outputs that support business growth.

• Performance Management & Development: Lead, coach, and mentor the underwriting team; set clear objectives, manage performance, and create tailored development plans to build capability and expertise.

• Broker Management & Internal Collaboration: Act as escalation point for broker referrals and partner closely with Sales/BDM teams to optimise conversion and broker satisfaction.

• First Line Quality Assurance: Conduct and supervise QA checks, root cause analysis, and implement improvement actions to enhance quality and reduce risk.

• Risk, Compliance & Controls: Ensure adherence to policy, regulatory frameworks, and exception governance while maintaining a strong control environment.

• Process Effectiveness: Review existing processes, identify and contribute towards process enhancement and efficiency

Key Performance Indicators

• SLA adherence and offer turnaround time • Broker satisfaction and referral turnaround

• Complaint rate and audit outcomes • Team performance metrics and development progress

• Commercial Impact: Underwriting decisions that optimise conversion rates Required Skills and Experience

• Proven leadership in underwriting and credit operations, with a track record of driving performance within a Specialist Mortgage environment

• Credible technical authority – Proven track record and technical understanding of complex income, adverse credit and non-standard property. Ability to apply judgement, guide and lead where cases fall outside advertised criteria.

• Operational Excellence in a Scale Up Environment – Overall responsibility for UW pipelines, SLA’s and overcoming volume-based service demands

• Excellent communicator and able to provide clear and concise recommendations to the Credit Committee at transaction level, ensuring strong rationale provided

• Experience in contract variations such as Porting and Product Transfer and post offer mortgage conditions

• Existing lending mandate essential up to £750,000 in residential lending • Data Insight – Utilising data to make informed evidence-based decisions • Experience using AI tools to assist building scalable and efficient Underwriting processes

LiveMore Capital Limited

Threeways House, 40 - 44 Clipstone Street

London W1W 5DW

LiveMore Capital Limited is authorised and regulated by the Financial Conduct Authority (number 820578)

Companies House Registration number 11630369 .

Why Join Us?

• Exciting Industry: Work in a cutting-edge environment that’s transforming the lending landscape. We are the proud winners of numerous awards, as voted for by our brokers in 2025.

• Career Development: Opportunity to gain hands-on experience and grow with the company as we scale. Benefit from structured quarterly career planning meetings with your Line Manager to support you with opportunities for professional development and promotion.

• Dynamic Environment: Join a fast-paced scale-up with a collaborative and supportive culture with the opportunity to make a direct impact.

Benefits

• Growth Shares – a stake in the company

• 30 days holiday plus bank holidays

• Health cash plan

• Salary Sacrifice pension scheme

• Employee assistance programme

• A supportive and collaborative working environment with a Wellbeing Calendar focused on

supporting mental, physical and financial wellbeing