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Head of Commercial Operations

Job Title: Head of Commercial Operations

Reports To: Managing Director

Location: Newcastle / Hybrid

 Employment Type: Full-time

Job Purpose

The Head of Commercial Operations will lead, optimise, and scale the operational engines driving our motor finance brokerage. Working closely with executive leadership, this role bridges business strategy, lender panel management, dealership network growth through service, direct-to-consumer (DTC) concierge sales, and regulatory compliance.

The primary objective is to streamline the deal journey from proposal submission and underwriting through to pay-out and customer onboarding while maximizing conversion rates, protecting commission margins, and maintaining strict compliance with FCA regulations.

Key Responsibilities

1. Operational Efficiency & Proposal Execution

  • Own and optimize the end-to-end deal journey across direct-to-consumer and dealer finance channels, minimizing friction and turn-around times.
  • Streamline underwriting processes, manual review conversion rates, and lender submission workflows to drive higher conversion from proposal to pay-out.
  • Implement operational strategies to improve payout speed, document accuracy, and customer payout journeys.
  • Define and manage operational SLAs across sales support, payout admins, and underwriting teams.
  • Analyse and audit internal productivity, behaviours, standards and processes (inc Call logs/deal growth)
  • 1:1 Reviews and annual appraisals
  • First line of response for day to day operational decisions
  • Lead and develop the current SLT Team, Business Operations Manager & Commercial Business Lead, Sales & Client Relationship Lead, Compliance Manager

2. Lender Panel & Portfolio Commercial Strategy

  • Monitor lender acceptance rates, conversion metrics, and yield across our prime, near-prime, and sub-prime lender panels.
  • Partner with senior leadership to optimize routing logic and auto-decisioning systems, ensuring proposals are matched with the most suitable lender efficiently.
  • Track commission structures and lender incentives to maximize overall commercial yield per deal.

3. Regulatory Compliance & Governance Frameworks

  • Work in strict alignment with FCA guidelines (Consumer Duty, CONC rules) and Specialist Automotive Finance (SAF) standards.
  • Oversee the operational compliance of Introducer Appointed Representatives (IARs) and partner motor dealerships.
  • Ensure clear, transparent customer communications (vulnerable customer frameworks, APR disclosures, commission disclosures) throughout the operational workflow.
  • Overseeing end to end dispute resolutions for lender/dealer partners to facilitate definitive resolutions
  • Manage dealer onboarding declines and appeals processes

4. Commercial Strategy & Business Growth

  • Support expansion into key growth channels, including DTC concierge finance, warranty products, and new dealership network additions (Key Accounts management and growth).
  • Design and implement operations incentive programs, commission structures, and performance targets across operational personnel.
  • Monitor key financial metrics including Cost Per Acquisition (CPA), deal yield, conversion percentage, and customer lifetime value (LTV).
  • Oversee and assist operational recruitment, training and inductions

5. Data Analytics, Systems & CRM Management

  • Manage and scale the commercial tech stack, including broker management platforms, LMS, CRMs, and API integrations with lenders and dealership software.
  • Build and maintain real-time operational reporting dashboards for executive leadership, highlighting pipeline performance, payout volumes, and team throughput.
  • Ensure high standards of data hygiene, governance, and GDPR/DPA compliance across all customer and partner records.
  • Identify, implement and execute new operational systems and processes

Qualifications & Key Experience (Preferable)

  • Industry Experience: 2+ years of operational or commercial management experience within the UK Motor Finance or commercial asset finance sector (brokerage, lender, or major dealership group).
  • Regulatory Knowledge: Deep understanding of Financial Conduct Authority (FCA) CONC guidelines, Consumer Duty, SAF standards, and IAR governance structures.
  • Systems Proficiency: Proven experience with motor finance systems, broker technology software, CRM platforms (Autoconvert, Codeweavers), and data analytics tools (Power BI).
  • Track Record: Demonstrated success in improving proposal-to-payout conversion rates, driving operational productivity, and scaling motor finance workflow models.
  • Leadership: Strong team leadership experience with a focus on cross-functional alignment across sales, underwriting, administration, and compliance.

Key Competencies & Skills

  • Commercial Acumen: Strong grasping of motor finance commission models, APR pricing, underwriting tiers, and lender scorecard dynamics.
  • Process Optimisation: Outstanding problem-solving abilities focused on eliminating bottlenecks in proposal processing, proof collecting, and lender pay-outs.
  • Stakeholder Management: Exceptional communication skills to liaise effectively with lender account managers, dealer principals, and internal leadership.

What We Offer

  • Competitive Salary: TBC
  • Benefits: Company pension scheme, performance-based bonus scheme, Life assurance, Gym Membership (Leeds)
  • Work Arrangement: Onsite 3 days per week/Hybrid (Dual site Leeds and Newcastle)

Want to join us?

If you’d like to apply for one of our roles, please send us your CV with a covering note expressing your interest in the role and location/region.

We look forward to meeting you.

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