Head of Community Bank – Consumer Channels

JOB TITLE: Head of Community Bank – Consumer Channels

LOCATION(S): Manchester, Leeds, Bristol, Edinburgh, Birmingham or Chester

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 mentioned above, and being visible in our Community Branch Network. Colleagues with disabilities can be supported with workplace adjustments, including hybrid working expectations in line with our Flexibility Works policy

What you’ll be doing

This is a rare opportunity to lead one of the UK’s largest customer-facing operations, spanning c.700 branches serving communities across the country. As Head of Community Bank, you’ll play a critical role in delivering the Group’s strategy, shaping how our physical network evolves alongside digital channels and changing customer behaviours. Operating at national scale, you’ll set a clear vision, align colleagues behind it and balance long-term strategic ambition with consistent delivery.

You’ll lead through a senior leadership team including Regional Directors and the Head of Customer Experience, building capability, strengthening accountability and raising performance standards across a large, geographically dispersed workforce. Creating a culture where colleagues feel inspired, empowered and focused on delivering strong customer outcomes will be central to your success, alongside owning the delivery of key business outcomes including commercial performance, colleague engagement and fair customer results, using insight, judgement and market awareness to continually improve performance and shape future direction.

Working in a highly visible and collaborative environment, you’ll partner closely with senior leaders across Community Bank, central business units and external stakeholders. You’ll influence enterprise priorities and drive change at scale, operating with confidence in a complex, fast-moving environment. This role is best suited to a commercially astute leader who thrives in ambiguity and is motivated by the opportunity to shape the future of Community Banking while leaving a lasting impact across customers, colleagues and communities.

Essential Skills

• Proven experience leading large-scale, multi-site customer-facing operations (e.g. retail, banking, telco or similar)

• Demonstrable track record of leading complex transformation programmes in fast-paced, evolving environments

• Experience leading multi-layered senior leadership teams, driving high performance, engagement and cultural change

• Strong commercial and performance leadership, with accountability for financial, operational and customer outcomes

• Ability to influence and align senior stakeholders across a complex, matrix organisation

Desirable Skills

• Experience within financial services or a highly regulated environment

• Exposure to integrating physical and digital customer channels

We know that great talent comes from many backgrounds. While this advert may reference specific experience, we recognise that skills can be developed in different ways, so if you have transferable experience, we encourage you to apply.

This is a place for you

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

We offer a wide‑ranging benefits package, including:

• A generous pension contribution of up to 15%

• An annual performance‑related bonus

• Share schemes including free shares

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

• 30 days’ holiday, plus bank holidays

• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!