Head of Service Experience Transformation, CIB Client Operations

JOB TITLE: Head of Service Experience Transformation

SALARY: Starting from £114,000+ (dependent on experience & location)

LOCATIONS: Birmingham / Edinburgh / London

HOURS: Full Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites. This role requires travel between our operational sites.

About This Opportunity

Within Client Operations we’re dedicated to providing a streamlined end to end journey for clients, utilising new ways of working and technology along skilled colleagues to deliver best in class service.

In this newly created role, we’re looking for someone who can create a clear strategy and delivery for our client servicing across Corporate & Institutional Banking (CIB) division.

Working within the Client Operations team, you’ll be responsible for helping shape client strategy building insight from best practice in the wider financial services sector to drive improvements. Leading teams focused on understanding trends within the business and also delivering enhanced support and service reviews for CIB clients.

Key Accountabilities

• Building quantitative and qualitative insights into client delivery to shape client servicing across CIB

• Shaping business investment strategy

• Shaping organisational design to deliver client service

• Supervising the delivery of enhanced client servicing through the Client Management Team

In this role you'll play a part in the delivery of:

• Client Support – Leading teams of colleagues responsible in the ongoing support for clients

• Client Insights – Being responsible for all client experience data for CIB and using data insights to improve our client experience capability

• CIB’s client treatment strategy – Shaping investment and operating model decisions in the way that we interact and support our clients across all areas

• Complaints – Understanding trends and root cause of complaints relating to Client Operations

What You’ll Need

Your application will demonstrate strong alignment with:

• Business & Commercial Insight: Proven experience of working with large corporate and institutional clients

• Complex Process Understanding: Capability to oversight a range of complex processes with high level governance/industry requirements

• Change Partnership: Proven partnership with platforms to deliver strategic programmes in an agile delivery environment

• Strategic Solution Development: Able to structure strategic programme requirements to secure investment to deliver significant journey transformation

• Customer Experience: Ensuring continued high performance and pro-actively finding opportunities to reduce E2E experience times

• Colleague: Leading a high performing team through high quality coaching and scale leadership capability to inspire and develop

• Risk Management: Experience of RCSA frameworks and pro-active risk management and leading creation of plans to manage operational risk

• Creativity & Innovative Thinking: Proven capability in working on activity without set structure and shaping opportunities

• Story Telling: Operating with a range of audiences to present insights and drive strategic change

About Working For Us

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide reasonable adjustments throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

This is a once in a career opportunity to help shape your future as well as ours. Join us and grow with purpose! 🚀