Senior Operating Model & Workflow Optimisation Leader in London

As the Senior Operating Model Optimisation Manager, you will play a critical role in shaping the future-state ways of working by driving large-scale operating model and workflow transformation across complex, cross-functional environments. This role focuses on identifying inefficiencies, designing scalable and simplified ways of working, and enabling better customer and operational outcomes, including shaping technology and AI solutions where needed.

You will deliver practical frameworks and playbooks that support the successful implementation of the Bank's strategic transformation programme. Lead identification and analysis of key cross-functional journeys, diagnosing end-to-end workflow inefficiencies, bottlenecks, and capacity constraints across the Bank.

• Facilitate redesign of future-state workflows through cross-functional collaboration, simplifying processes and embedding technology, automation, and AI to improve efficiency, scalability, and customer outcomes.
• Design and deliver targeted operating model interventions to address systemic performance issues, including workflows, governance, decision-making, and organisational alignment.
• Develop clear, practical outputs and transformation roadmaps that define future-state processes, roles, and implementation approaches.
• Lead and embed cross-functional transformation initiatives, ensuring sustainable improvements in efficiency, scalability, risk management, and customer outcomes, including identifying automation and AI opportunities.
• Define and embed consistent standards and frameworks for operating model design and transformation, ensuring initiatives are supported by robust analysis, clear plans, and measurable outcomes.
• Act as a trusted senior advisor to stakeholders, providing visibility of performance issues and driving scalable transformation through reusable tools, templates, and structured delivery approaches.

Significant experience in operating model design, enterprise transformation, workflow redesign, or large-scale optimisation within a complex organisation. Proven track record of diagnosing and resolving cross-functional or systemic performance issues. Experience leading transformation initiatives that involve structural, organisational, technology-enabled, or workflow change. Exposure across multiple business areas to analyse and redesign end-to-end ways of working, improving flow, capacity, demand, controls, and dependencies across value chains.

Knowledge of identifying and shaping enterprise-level automation or AI opportunities based on systemic constraints. Track record creating reusable frameworks, templates, playbooks, or implementation materials that support delivery beyond a single initiative. Demonstrable experience influencing senior stakeholders and driving alignment on complex, cross-functional change. Proven ability operating in complex environments that require structured problem solving and independent thinking.

Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders. At Metro Bank, we believe the best banking experience starts with people who genuinely care. We're not just delivering banking services - we're building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships.

We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible. We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts! We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!)