Service Transformation Director, Client Operations

JOB TITLE: Service Transformation Director

SALARY: From £83,000+ (dependent on location & experience)

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

About This Opportunity

This is an excellent opportunity for a Service Transformation Director to lead a newly integrated team at the heart of our Corporate & Institutional Banking (CIB) division. This pivotal role will shape how we support clients across all servicing interactions & journeys—delivering a differentiated, streamlined experience that strengthens relationships and drives strategic growth.

You’ll report to the Head of Service Experience Transformation within Client Operations and be responsible for high-performing teams focused on client management, service optimisation, and complaint resolution. A key part of your remit will be spearheading the rollout of a new named contact model for our premier clients—providing proactive support and using data-driven insights to remove friction and improve service delivery across the business.

This opportunity sits at the core of our ambitious strategy, enabling end-to-end servicing excellence across CIB. You’ll also lead wider support initiatives across corporate banking, finding opportunities to enhance reactive and proactive servicing, and ensuring regulatory-aligned complaint handling that delivers the best outcomes for our clients.

Key Accountabilities:
 

Client Journey Oversight

• Provide proactive oversight of all interactions for in-scope clients across every servicing and product journey within the Group.

• Lead the delivery of proactive service reviews to strengthen client relationships and identify areas for improvement.

• Collaborate with clients to gather insights that support fulfilment and enhance service outcomes.

• Build and maintain knowledge of a wide range of journeys to support seamless service delivery.

Operational Efficiency & Issue Resolution

• Drive end-to-end efficiency by identifying and removing blockers in client journey interactions

• Apply subject matter expertise to resolve a variety of client queries at first point of contact

• Ensure effective resolution of client complaints, aligned with policy and regulatory requirements.

Partner Engagement

• Engage with key contacts across the Group to deliver an enhanced service proposition.

• Collaborate closely with coverage leads to shape and evolve the team’s delivery model.

Leadership, Strategy & Performance

• Provide strategic leadership for client experience within Client Operations and in collaboration across CIB.

• Drive high-quality data analysis to improve visibility of client activity and inform service enhancements.

• Monitor and report on enhanced service delivery across all client journeys.

• Use management information to track team performance and drive operational efficiency.

• Shape and deliver the strategic vision for the continued development of a differentiated service proposition across CIB.

What You’ll Need

• Strategy, Leadership & Culture: Proven ability to build and deliver strategic plans and implement solutions that improve client experience. Strong situational judgement and experience advising across a broad range of topics. Ability to engage and inspire teams around a shared purpose of delivering for clients.

• Business & Commercial Insight: Deep understanding of the diverse needs of Corporate Banking clients and how to support them effectively. Demonstrable understanding of Commercial Banking products, including lending, markets, and trade solutions.

• Communication & Collaboration: Skilled communicator, able to influence and align partners across teams and functions.

• Data Literacy: Able to understand a mixture of data points on client journey experience to find opportunities for improvement

• Client Centricity: A client-first approach, with experience in front-facing roles and a passion for improving service outcomes.

• Team Performance & Operational Excellence: Track record of leading high-performing teams and driving operational excellence.

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 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

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