Head of Operations, Consumer Growth

JOB TITLE: Head of Operations, Consumer Growth

LOCATION: Bristol, Glasgow, Belfast, Leeds or Manchester

HOURS: Full time

WORKING PATTERN: Hybrid, 40% (or two days) in one of our office hubs mentioned above

About this opportunity

This is an exciting opportunity to join the Consumer Growth team as the Head of Operations, enabling c2500 colleagues to serve our customers across the Home, Relationship and Premier teams.

Consumer Growth is uniquely set up to be a key driver of the Group’s growth strategy, focused on supporting customers across their Home, Borrowing, Savings, and Investment needs. By harnessing the potential of our digital channels and skilled colleagues, we’re deepening customer relationships and delivering exceptional experiences that make a meaningful difference.

This role presents a unique opportunity to lead the Operations for the Consumer Growth business. You will play a key role in leading across specialisms focused on how we keep the show on the road, making sure our colleagues have everything they need to do a brilliant job for our customers.

Success in this role requires critical thinking, effective storytelling of transformation, and the ability to align team efforts with strategic objectives. Additionally, you will need to address critical challenges that may arise, demonstrating agility in pivoting to new priorities as needed.

This role reports into the Consumer Growth Director in Consumer Relationships, and will work as part of the Senior Leadership Team to help shape and deliver our growth ambitions while ensuring customers are the heart of decision making

Day to day responsibilities include:

• Collaborating closely with the Customer Facing Leads, Consumer Director and specialist partners, you will oversight customer outcomes, business continuity, how we land and embed change and communications alongside making Consumer Growth to be a great place to work through our people plan.

• Change & Transformation Leadership: Leads the delivery of complex change initiatives, ensuring they are well-governed, strategically aligned, and effectively communicated. You’ll define a clear communications strategy to champion a culture of agility and continuous improvement across the organisation.

• Controls Management & Conduct: You’ll manage our controls across Consumer Growth, ensuring we are driving forward a culture that puts customers at the heart of every decision and adhered to Consumer Duty. You foster an environment that prioritises the fair treatment of customers, instilling these principles in our leaders to ensure that all colleagues act with due care and integrity across all aspects of their role.

Key skills

• Leadership & Communication. A passion for developing colleagues, encouraging your team to be the best they can be and able to coach, empower and inspire. Creates and delivers powerful messages that inform and engage our teams across Consumer Growth. Leads engagement strategies that build trust, alignment, and a shared sense of purpose during both steady-state and change periods.

• Operational Excellence. Holds overall accountability for the design and delivery of operational strategies that support business growth, regulatory compliance, and customer outcomes. Leads a multidisciplinary team to ensure seamless execution across all operational domains.

• Data Analysis & Strategic insight. Communicates with data confidently and effectively, using data for decision making. Proven ability to assess performance against strategic goals and provide actionable insights. This includes driving process improvements based on colleague and customer feedback.

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.

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

• A generous pension contribution of up to 15%

• An annual bonus award, subject to Group performance

• Share schemes including free shares

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

• 30 days’ holiday, with bank holidays on top

Want to do amazing work, that’s interesting and makes a difference to millions of people? Join our journey!