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.