With 37 years of experience in financial services, Irene has spent her career working across operations, leadership and lending environments. Yet rather than arriving with a fixed blueprint for change, Irene chose to approach her first weeks at Mint with what she described as a blank page and an open mind.

“I already knew Mint had built a strong reputation in the specialist property finance market,” Irene explained. “But when you step into a leadership role, the most important thing you can do first is understand the people and the culture.”

People first

Irene’s priorities since joining the business have always been clear: “People. Without people we do not have a business.”

Her first weeks have been spent getting to know colleagues across the organisation and understanding how the business operates day to day. That process has already led to a number of practical changes aimed at creating greater clarity and structure across the business.

These include introducing clearer job titles, defined roles and responsibilities, and clearer reporting lines across teams. Work has also begun on developing a competency framework that will support career development across the business.

“In financial services we talk about KYC, Know Your Customer,” Irene said. “I have always believed the same principle applies internally. You should also Know Your Colleague. When you understand what motivates people, their strengths and their ambitions, you can help them develop and succeed.”

Removing friction

Alongside this internal focus, Irene has already introduced several initiatives designed to make it easier for brokers and borrowers to do business with Mint.

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The most visible example is the lender’s recently launched “No Barriers” campaign, which aims to remove common obstacles at the start of the lending process including valuation fees on qualifying residential properties, solicitor undertakings and restrictions on access to mandated underwriters.

“For us it is about removing friction,” Irene commented. “If we can help brokers and borrowers move projects forward faster and with greater certainty, that benefits everyone.”

Mint has also introduced a new broker onboarding process designed to enhance customer experience and ensure consistent service standards across the business.

Further initiatives include strengthening the senior management team structure, simplifying aspects of the legal partner process and launching a proactive broker outreach programme led by dedicated BDMs.

The lender will also be introducing Mint Connect, a platform designed to bring together communications with brokers and professional introducers through events, industry updates, blogs and insights.

Leadership through clarity

Irene describes her leadership style as “high clarity, high freedom”.

“I believe in setting clear expectations and direction,” she explained. “But once people understand what they need to do, you have to trust them to get on with it.

“The team here has been incredibly welcoming and honest. There is a real willingness to learn, improve and evolve.”

Inspiration and perspective

With International Women’s Day approaching, Irene reflected on the leadership styles which have inspired her during her career.

“Leadership is about people, humility and resilience. You bring people with you on the journey rather than forcing change.”

Looking ahead

While Irene’s said her first 30 days have focused on listening, understanding and strengthening the foundations of the business, the next phase will focus on refining Mint’s customer journey and preparing the business for sustainable growth.

“Mint already has a fantastic culture and a strong reputation in the market. My role is to build on those strengths and help the business continue evolving.”