What goes into leading a growing team at a fast-paced Fintech?
My pre-work routine can go one of two ways. Either I set my alarm for 6.20am, get up and go to the gym before my 9am start… or I set my alarm for 6.20am, turn off said alarm, and sleep for another hour. Option 2 happens more than option 1!
If you ask my mum what I do, she’d have absolutely no idea! She knows what a mortgage is, and knows that I do something to make them happen for people… that’s about as far as it goes.
Empathy is a key part of my job. I manage a team of case managers and customer success experts. My role is to make sure everyone has the support, technology and tools they need. So I spend much of my day reviewing and putting in place new processes so that everything works in the best possible way. It’s crucial that I’m able to see the world through the eyes of my team and, ultimately, the eyes of our customers.
Habito’s case managers are the drivers behind every customer application. They make sure our homebuyers can get their dream home, and that our remortgage customers can switch their mortgage as quickly and stress-free as possible. They follow up with the bank, estate agents, solicitors and customers, to make sure everyone knows where they stand, and then they look after the mortgage application all the way to completion day.
A customer success expert looks after the information that comes with an application. They make sure that information gets from our systems to the lenders’ systems, correctly and on time. It’s a role that needs lots of attention to detail — and being able to touch-type definitely helps!
A great day includes variety. I love meeting with different people in the business and identifying parts of the mortgage process that we could improve. Brainstorming a problem and then putting into practice an improved process a few weeks or even days later is really satisfying.
In an environment as fast-paced as this one, your role is never set in stone. In just over two years, I’ve seen Habito grow to over 150 employees, and move office 3 times. So it’s important for me to be flexible.
I work with software engineers as well as my own teams. I give them suggestions and requests, so that we build the features my teams need. I also liaise with business development managers from all the lenders we work with, so that we’re always up to date with any changes they’re making. And I feed back to them on ways they could improve to benefit our customers.
I have to keep a lot of plates spinning at once. But in previous roles I had no say in how I worked and no power to make improvements. Now I do, and I wouldn’t want it any other way.
That’s the best thing about working at Habito — the input I have into the way we work. I know I can make changes if I see something I think we could do better — which is completely different from my previous, very corporate job. At Habito, I have access to staff members at every level, including senior management, and I can have open and honest conversations with them about how we can build better things.