First Mortgage Investment Limited is a specialist investment company focused on mortgage brokerage and financial solutions. We are committed to providing customised lending solutions, streamlined services, and robust client relationships. As we continue to grow, we are seeking an experienced and strategic Operations Manager to oversee our daily operations and support our long-term business objectives.

The Operations Manager will be responsible for managing the company’s operational activities, ensuring efficiency, compliance, and high-quality service delivery. This role will oversee loan processing, client servicing, compliance management, and operational workflow improvements, while working closely with senior management to support business growth and risk management. This is a permanent full-time position and you are required to work 40 hours per week between Monday to Friday, from 9 am to 5:30 pm. 

Key Responsibilities

1. Operational Management

  • Plan, direct, and oversee day-to-day operational activities across mortgage brokerage, loan processing, and investment administration.
  • Develop and implement operational policies, workflows, and quality standards to ensure efficiency and accuracy.
  • Monitor mortgage application pipelines, settlement processes, and disbursement activities to maintain timeliness and service quality.
  • Oversee documentation, record-keeping, and operational reporting in line with company and regulatory requirements.
  • Implement and maintain operational risk management frameworks to minimise business exposure.

2. Compliance and Risk Control

  • Ensure compliance with the Financial Markets Conduct Act, Anti-Money Laundering (AML/CFT) requirements, and all other New Zealand financial regulations.
  • Work closely with the Compliance Officer to prepare for audits and regulatory inspections.
  • Monitor adherence to internal policies, risk controls, and lending guidelines.
  • Identify and address compliance gaps, recommending corrective measures.
  • Ensure robust Know Your Customer (KYC) and due diligence procedures are followed.

3. Financial & Administrative Oversight

  • Support financial planning, budgeting, and resource allocation to ensure operational efficiency.
  • Monitor accounts receivable, loan disbursements, and cash flow activities.
  • Work with the Finance team to prepare operational and financial performance reports for senior management.
  • Identify and implement cost-control measures while maintaining service standards.

4. Team Leadership & Staff Development

  • Lead, supervise, and develop operational staff across loan processing, client services, and administration.
  • Allocate workloads, set performance objectives, and conduct performance reviews.
  • Provide training and mentoring to ensure staff meet compliance and service standards.
  • Foster a culture of continuous improvement, teamwork, and client focus.

5. Stakeholder & Client Relations

  • Maintain effective working relationships with lenders, brokers, solicitors, auditors, and regulatory authorities.
  • Support the Client Services team in resolving escalated client issues promptly and professionally.
  • Ensure effective communication and collaboration between operations, compliance, finance, and senior management.

6. Strategic Contribution & Process Improvement

  • Analyse operational performance and provide insights to senior management to support strategic planning.
  • Identify opportunities for process automation, digital solutions, and operational efficiency improvements.
  • Lead implementation of new systems and technologies to support business growth.
  • Contribute to business continuity planning and disaster recovery frameworks.

 Key Requirements

  • At least a Master's degree in Business Administration, Finance, Economics, or a related field.
  • At least five years of relevant experience in a management-level position, preferably within the financial services, mortgage, or investment sector.
  • Excellent leadership, organisational, and problem-solving skills.
  • Strong communication and relationship management abilities.
  • Proficiency in operational systems, workflow management tools, and financial software.
  • Ability to work under pressure, manage multiple priorities, and deliver results within deadlines.
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