Operations Manager - Banking Operations, Business & Commercial Banking

Job title: Operations Manager - Banking Operations, Business & Commercial Banking

Location: Birmingham

Hours: Full time

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, in the office.

We’re seeking an inspirational leader who motivates, coaches and develops their team to work together to Help Britain prosper by providing an excellent customer experience and compliantly meeting their financial and service needs with fair outcomes, including for our vulnerable customers. Leads and embeds LBG priorities, adheres to regulatory requirements and sets an example by role modelling the Group Values, Behaviours and Code of Responsibility.

About this opportunity

The Banking Onboarding team forms a key part of Banking Operations within Business & Commercial Banking (BCB) - Chief Operating Office (COO). The team works closely with coverage and product teams providing critical day-to-day banking services to customers in Corporate & Institutional Banking (CIB), and Business & Commercial Banking (BCB). 

As the Operations Manager - Onboarding, you’ll will lead a team of c.40 colleagues responsible for opening accounts and products for clients in the BCB and CIB businesses.  You’ll have a relentless obsession with delivering the best client experience, be adept at leading through others, and work collaboratively with a range of stakeholders to deliver exceptional client outcomes. 

People management and leading colleagues through change is another critically important aspect of the role, as is a growth mindset to challenge yourself and others to improve and develop skills for the future.   

You’ll join a strong and cohesive leadership team of 4, all undertaking different roles but recognising the benefits of working closely together to deliver for clients, colleagues and stakeholders.

What you’ll be doing

• Leading a team of c.40 colleagues responsible for e2e onboarding and implementation of commercial banking products
• Responsibility for delivering a broad programme of change encompassing regulatory, digital and CI driven activity
• Use data to understand and help shape your teams priorities
• Assess and interpret client experience feedback and risk management MI to enhance the client journeys your teams are responsible for
• Organisation and facilitation of operational management meetings, including creation of supporting documents/packs as appropriate (e.g. PowerPoint, Excel)
• Extensive collaboration with other teams across CIB and BCB
• Working closely with the platform teams to digitise our business, automate processes and introduce new tools and analytics

What we’re looking for:

• Ability to lead, engage and motivate a team to deliver high quality client service and operational support in a fast-moving environment
• Understanding of operations and what’s required to deliver operational excellence
• Capability to build and maintain strong working relationships across the Group
• Strong communication skills, both written and verbal
• Ability to prioritise own & team-time and workloads in line with business objectives
• Personal resilience and persistence, ensuring consistent delivery of high quality results

And any experience of these would be really useful:

• Technical knowledge of CB product, onboarding and servicing procedures, including an awareness of key global regulatory and statutory requirements e.g. FATCA/CRS policy
• Project management abilities with experience of implementing complex client or internal change programmes
• Experience of continuous improvement methodologies such as Lean and Six Sigma

About working for us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. 

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

If you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!