Operations Manager

Job Title: Operations Manager – Mortgage Collections

Location: United Kingdom, Remote

Contract Length: Till the end of 2025, extension into 2026

Competitive Day rate via Rockford Payroll

Role Overview:

Deloitte Operations are seeking a strategic, hands-on Operations Manager to lead the development and ongoing management of our clients Mortgage Collections and Forbearance function. This individual will be instrumental in building out operational frameworks, scaling the team, and ensuring compliance with all regulatory requirements. The ideal candidate will bring deep mortgage servicing expertise, a strong command of collections and hardship processes, and a proactive, solution-oriented approach to customer support.

Key Responsibilities:

• Design and implement the end-to-end collections and forbearance operations, including workflows, policies, and quality assurance measures.
• Recruit, train, and manage a high-performing team of agents.
• Build scalable systems and processes that balance risk mitigation with customer empathy.
• Oversee day-to-day mortgage collections activities
• Act as escalation point for complex customer scenarios
• Collaborate with stakeholders, tech SME and multiple teams