Banking Operations Manager

Job DescriptionRole InformationOperations ManagerClient Retail Banking OperationsDesignationOperations Manager (JL 5A/5B)Broad Overview of the Client and the RoleEmployee will work within the Client’s UK retail banking operations, delivered by Infosys across multiple Client locations in the UK. The Client is a UK high-street bank known for its distinctive community banking model, delivered through ‘stores’ rather than traditional branches, servicing personal, business and commercial customers alongside a growing specialist mortgage and commercial lending business. The role covers day-to-day operational delivery across functions that will include key banking functions depending on site and portfolio allocation. The successful candidate will manage front-line teams directly, ensuring the Client’s customers consistently receive the standard of service expected of a relationship-led, community-focused bank. This is a non-voice role, although teams may be required to perform some voice contact with customers.Reporting Line & Basic ExpectationsWill report into the Senior Services Head / account leadership for the Client relationshipWill manage front-line teams across one or more of the Client’s operational locations (Leicester, Holborn, Guildford), with team size confirmed by site and processMinimum of 8 to 10 years of experience in UK retail banking, with UK-based career historyExperience managing voice operations will be an advantage, reflecting the blended voice/non-voice nature of several Client processesProven experience of UK-based operations management - delivering to SLAs, running governance, managing client relationships and developing team membersStrong track record in transformation, not just steady-state operational managementAbility to standardise processes across sites and functions will be a strong advantageMay be needed to work out of more than one locationMust be comfortable dealing directly with Client senior stakeholders on a day-to-day basis, not only through escalationRole SpecificsOVERALL PERSONALITYDemonstrates an understanding of UK business practices, professional standards, and customer service expectations, with the ability to represent a relationship-focused banking brand.Must be a good coach, able to give specific, actionable and developmental feedback, and a strong motivator who creates genuine operational energyMust work confidently across units, functions and sites to bring the right stakeholders together for the good of the wider teamMust be comfortable working with ambiguity across a multi-site, multi-function remitMust have strong administrative and organisational skillsMust be a high-performance influencer, able to land change without formal authority over every stakeholder involvedGOVERNANCE DRIVERSCarry daily huddles that bring the Client and Infosys teams onto the same page for day-to-day operations - includes, critically, bridging the culture between both organisationsEnsure parameters such as reporting, training, feedback, QC/QA are all executed consistently as per plan, across every site in scopeBuild strong working partnerships with the Infosys team to ensure delivery consistently meets or exceeds minimum stated expectationsMeet and exceed target SLAs and KPIs across all in-scope functions and locationsEnsure process and regulatory compliance at every site; regulatory adherence is non-negotiable in a UK banking environmentDemonstrate strong ownership across all customer escalations and complaints arising from in-scope processesManage resource planning, career planning and performance management for direct reports, driving transparency and accountability at every levelControl attrition through appropriate engagement and fair, transparent performance managementENABLERSConduct quality assessment across all sites and ensure the right people are in the right roles at all timesEnsure team members have the knowledge, training and nesting support needed to deliver effectively against targetActively support and help drive the automation and continuous improvement agenda at InfosysPartner with the right resources to shape operational strategy. Includes conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis across the multi-site footprintAct as a standardisation champion, identifying where processes differ unnecessarily across whichever site you are allocated to (Leicester, Holborn or Guildford) as well as how these processes run offshore, and close any gapsRequired skill setDemonstrates strong interpersonal and relationship-building skills, with the ability to engage effectively with colleagues, customers and stakeholders. Minimum of 8 to 10 years of relevant experience in UK retail banking operations, ideally spanning more than one banking functionExperience in voice operations management will be an advantageMust understand regulatory aspects of bankingMust possess strong:Time management, prioritisation and organisational skillsAnalytical skills to accurately assess operational and quality trendsDecision-making skills to take appropriate, timely actionAbility to exercise discretion and good judgment, acting independently and effectively on complex problem resolutionAble to clearly articulate decisions with appropriate reasoning to both Infosys and Client stakeholdersMust possess excellent verbal and written communication skillsEducationalBachelors, MBA or equivalent relevant qualification requiredMust have a proven record of outstanding performanceRetail banking, risk/compliance or operations-related certifications will be an advantageAny call centre specific certifications, Six Sigma/Lean/Process Improvement and/or automation projects will be an advantageAny management related training will be an advantageWork LocationGuildford, Leicester, LondonCountryUnited KingdomCompanyIBPM UK Interest GroupIBPM Job RoleBanking Operations Manager: 155078BR