Operations Manager (Business Banking)

TL;DR

Operations Manager (Business Banking): Leading a team of Team Managers to optimize customer service operations for business banking clients with an accent on operational excellence, risk awareness, and regulatory compliance. Focus on redesigning business banking processes, managing global outsourcing partnerships, and driving high performance through data-driven coaching.

Location: Cardiff, London or Remote (UK)

Salary: £47,600 - £60,200 + incentive Awards

Company

A digital bank on a mission to simplify banking and make money work for everyone through cutting-edge technology and a customer-centric approach.

What you will do

• Lead a team of Team Managers to ensure excellence in frontline customer service and a superior user experience.
• Drive operational improvements by interpreting performance data and redesigning business banking processes.
• Develop and maintain strategic relationships with global outsourcing partners to ensure shared goals are met.
• Collaborate cross-functionally with Product, People, Risk, Compliance, and Workforce Management to drive innovative change.
• Own core metrics for your business area, ensuring accurate, efficient work and strict adherence to regulatory requirements.
• Coach and develop Team Managers through regular 1:1s, candid feedback, and performance management.

Requirements

• Proven experience leading other leaders within a customer service environment.
• Experience managing large teams to achieve goals using an authentic leadership style.
• Ability to identify performance trends using data to solve problems and identify opportunities.
• Experience collaborating with and managing third-party providers/outsourcing partners.
• Capability to work towards a long-term strategy and execute against goals and supporting OKRs.
• Must be based in the UK

Nice to have

• Experience within card acquiring, merchant services, or payment services.

Culture & Benefits

• Flexible working hours based on trust and team needs.
• Annual £1,000 learning budget for books, training courses, and conferences.
• Complete home office setup, including Macbooks and additional support for fully remote workers.
• Performance-tied incentive awards.

Hiring process

• 30-minute recruiter call.
• Role-specific interview with two Senior Managers.
• Values-based interview with the Director of Business Banking and a Senior Manager.