Operations Transformation Manager, Customer & Operations

Join us as an Operations Transformation Manager, Customer & Operations 

• Drive enterprise-wide transformational activity, aligning with Group strategic ambitions and ensuring this caters to the needs of the business while driving positive customer outcomes 
• You’ll pinpoint the interventions that will move operations forward, using insight and analysis to make sure these actions demonstrate strong 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 

As our Operations Transformation Manager, you’ll use a broad range of data to identify the key impediments to transformation and determine effective pathways to enable progress across customer and colleague journeys. Leading the definition, design, and delivery of powerful data-driven insight and analysis, you’ll help strengthen our decision-making and accelerate the strategic transformation of operations across the bank. You’ll also design and implement key measurement strategies and reporting mechanisms that provide transparency, drive accountability, and support effective operations enterprise-wide. As you track and monitor end-to-end, bank-wide business performance metrics, you’ll generate 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 benchmarks to ensure the 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 
• Supporting the development, delivery, and continuous improvement of operations  

We’re looking for a transformation leader who has spearheaded enterprise‑wide or global transformation, bringing a deep understanding of the business and how Customer & Operations enables the success of the bank. You’ll work seamlessly with senior stakeholders to influence direction and outcomes, applying sharp, data‑driven judgement that turns insight into action. You’ll also bring the ability to problem-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’ll look to you to drive systemic, customer‑centric transformation with clarity and purpose, translating strategy into executable plans that deliver measurable customer value. Your strategic thinking, combined with the ability to simplify complexity and create alignment across diverse teams to accelerate meaningful, sustainable change, will be crucial to this role. 

You’ll also bring:  

• Proven capability in designing and developing change initiatives applying the right change methodology to ensure safe delivery 
• Experience in using a broad range of data and insights to drive decision-making with 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 change required to 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