Operations Transformation Manager, Customer & Operations

Joinus as an Operations Transformation Manager,Customer & Operations

• Drive enterprise-wide transformational activity, aligning with Group strategic ambitionsandensuring this caters to the needs of the businesswhiledrivingpositive customer outcomes
• You’llpinpoint the interventions that will move operations forward, using insight and analysis to make sure these actionsdemonstratestrong business value and commercial impact
• With a remit stretching right across the bank, this far-reaching role offers excellent exposure and the opportunity to be involved in significant and complex change

Whatyou'lldo

As our Operations Transformation Manager,you’lluse a broad range of data toidentifythe key impediments to transformation anddetermineeffective pathways to enable progress across customer and colleague journeys. Leading the definition, design, and delivery of powerful data-driven insight and analysis,you’llhelp strengthen our decision-making and accelerate the strategic transformation of operations across the bank.You’llalso design and implement key measurement strategies and reporting mechanisms that provide transparency, drive accountability, and support effective operations enterprise-wide. As you track andmonitorend-to-end,bank-wide business performance metrics,you’llgenerate valuable insights and actions that improve overall business outcomes and help us exceed targets.

Your work will focus on:

• Driving the transformation of operations capabilities and end‑to‑end journeys by using a variety of tools and techniques that meet business needs and future customer expectations
• Applying best practices and external transformation benchmarksto ensurethe bank’s approach aligns with leading industry standards and emerging methods
• Collaborating proactively with stakeholders across the bank to drive the successful delivery of operations transformation
• Supportingthe development, delivery, and continuous improvement of operations

The skillsyou'llneed

We’relooking for a transformation leader who hasspearheadedenterprise‑wide or globaltransformation,bringing a deep understanding of the business and how Customer&Operationsenables the success of the bank.You’llwork seamlessly with senior stakeholders to influence direction and outcomes, applyingsharp,data‑driven judgement that turns insight into action.You’llalso bring theability toproblem-solve and cut through complexity, making sound decisions and recommendations that are carefully balanced against risk,alongside the capability to design and deliver common standards and frameworks that scale across the bank.

We’lllook to you to drive systemic,customer‑centric transformation with clarity and purpose, translating strategy into executable plans that deliver measurable customer value. Yourstrategic thinking, combined with theabilitytosimplify complexityand create alignment across diverse teams to accelerate meaningful, sustainable change,will becrucial to this role.

You’llalso bring:

• Proven capability in designing and developing change initiatives applying the right changemethodologyto ensure safe delivery
• Experienceinusing a broad range of data and insights to drive decision-makingwith tangible customer and business outcomes
• Strong understanding of key operational processes and emerging technologies
• Experience using strong external networks and research to reimagine processes and future‑proof propositions
• Understanding of Customer Back principles and behavioural changerequiredto implement these principles
• Excellent communication and leadership skills to manage a diverse range of business stakeholders and successfully deliver customer and colleague outcomes
• Knowledge of legal, regulatory, and statutory obligations, as well as risk management requirements