Head of Performance & Operations - Consumer Growth (Fintech)

TL;DR

Head of Performance & Operations - Consumer Growth: Measuring performance, managing day-to-day operations, and turning insights into action within the Consumer Growth unit supporting customer home, borrowing, savings, protection, and investment needs. Focus on translating growth strategy into operating models, performance narratives, and disciplined delivery while ensuring operational resilience and regulatory compliance.

Hybrid working: at least two days per week (40% of time) in one of the office hubs in Leeds, Belfast, Birmingham, Bristol, Glasgow, Halifax, or Manchester.

£106,565 - £125,370

Company

Rebooting an icon and building the future of finance by investing billions in people, data, and tech to transform customer experiences.

What you will do

• Lead teams accountable for customer, commercial, and colleague performance, operational planning, insight, resourcing, governance, and controls.
• Connect strategy to execution by translating growth ambitions into performance narratives, robust operating models, and disciplined delivery.
• Provide oversight of performance and operational health, land change effectively, and ensure insights inform senior decision-making.
• Shape priorities, challenge constructively, and keep customers and colleagues at the heart of delivery.
• Work closely with customer-facing leaders and specialist partners to deliver great customer outcomes safely and at scale.

Requirements

• 3+ years senior leadership experience leading multi-disciplinary teams within financial services, creating clarity, pace, accountability, and inclusive leadership.
• Proven experience owning performance and operational outcomes at scale, translating strategy into operating models and measures.
• Strong data and insight capability, leading executive-level reporting, dashboards, and performance packs.
• Change and transformation leadership, delivering complex programs with governance and measurable outcomes.
• Strong risk, controls, and conduct mindset, embedding ownership and focus on fair customer outcomes.

Nice to have

• Experience with retail banking front-line teams and customer segments/journeys.
• Exposure to advanced analytics, AI, or digital performance tools.

Culture & Benefits

• Hybrid work style with flexibility in hours and workplace adjustments.
• Generous pension up to 15%, annual performance bonus, share schemes, and tailored lifestyle benefits.
• 30 days’ holiday plus bank holidays, wellbeing initiatives, and generous parental leave.
• Commitment to diversity, equity, inclusion, and reasonable adjustments in recruitment.