Senior Operations Manager in Milton Keynes

Hello, We are Recognise Bank; a modern business bank built to support the UK's SMEs with tailored lending and savings solutions. Founded in 2017 by experienced business owners, we set out to challenge traditional banking by offering more flexibility, understanding, and practical support to help businesses thrive. Since receiving our banking licence in 2021, we've built a loyal customer base and a strong, diverse team that puts people first.

Our vision is building stronger futures with bespoke financial solutions. We understand that no two financial needs are the same, which is why we work closely with UK SMEs and individuals to unlock potential others often overlook. Through smart, flexible lending and savings products, we're here to build and grow stronger futures for lasting success.

Our values shape how we work and grow together:

• Can do, will do: We take ownership, solve problems, and adapt as our customers' needs evolve.
• Be brilliant: We show up with curiosity and energy, always striving for better.
• Do the right thing: We act with integrity, responsibility, and care in everything we do.
• Make a difference: We focus on impact, helping our customers, colleagues, and communities succeed.

About the role: As a Senior Operations Manager, you will be responsible for leading the portfolio team that manages the ongoing performance and servicing of the loan book. This includes covenant monitoring, compliance reporting, extensions, redemptions, arrears, and collections. You will also ensure operational execution, regulatory compliance, and strong customer outcomes, while driving team performance and continuous improvement. This role also supports the Head of Operations and COO in strategic projects and system and process enhancement initiatives.

Key Responsibilities:

• Lead and manage the portfolio operations team, ensuring timely and accurate servicing of loans throughout their lifecycle.
• Oversee covenant testing and reporting to ensure ongoing compliance with borrower obligations and internal policies.
• Support restructuring activities, including extensions, redemptions, and variations, ensuring decisions are well-informed, customer-focused and in line with Bank risk appetite and commercial requirements.
• Oversee collections and enforcement activity for non-performing loans, ensuring early engagement and effective resolution strategies and working closely with internal and external stakeholders.
• Ensure accurate record-keeping and workflow management using internal systems, including nCino.
• Monitor team performance against SLAs and KPIs, driving a high-performance, execution-focused culture.
• Collaborate with Risk, Compliance & Legal functions to ensure servicing activities align with regulatory expectations.
• Support process improvement and automation initiatives to enhance efficiency and scalability.
• Coach and develop team members, fostering ownership, accountability, and continuous improvement.
• Provide operational support to strategic and transformation projects.

Corporate Responsibilities:

• Read and follow all relevant company policies and procedures.
• Adhere to all risk-related responsibilities applicable to your role, as set out in the Risk Management Policy.
• Abide by all compliance and financial crime related policies, procedures and reporting obligations applicable to your role.

Required Skills & Experience:

• Minimum 8 years' experience in lending operations, with a preference to bridging lending, with strong knowledge of portfolio management, arrears, and collections.
• Proven leadership experience, with a track record of managing teams and driving performance.
• Strong understanding of covenant monitoring, loan variations, and customer relationship management.
• Experience in debt handling, restructures and enforcement is essential.
• Proficient in using internal systems to manage workflows and maintain records. Familiarity with nCino is beneficial.
• Strong analytical skills and attention to detail.
• Excellent communication and stakeholder management abilities.

Why Join?

At Recognise Bank, we're building more than a bank — we're creating a culture where people feel empowered to make a difference, supported to be brilliant with a can do will do attitude, and trusted to do the right thing. We believe that when our people thrive, so do our customers. That's why we invest in an environment that reflects our values and supports your growth, flexibility, and wellbeing.

Here's what you can look forward to:

• Competitive Time Off – Generous annual leave plus bank holidays to rest, recharge, and enjoy life outside of work.
• Work From Anywhere – Up to 4 weeks per year to work remotely from anywhere in the world.
• Learning & Development – Tailored training and support to grow your skills and achieve your professional goals.
• Hybrid Working – To support your work-life balance, we offer a hybrid working model with 4 days in the office and 1 day remote.
• Private Medical Care with Vitality – Comprehensive healthcare including optical and dental coverage to keep you healthy.
• Enhanced Pension Scheme – Helping you plan and save for a secure future.
• Maternity, Paternity & Adoption Pay – Supporting you and your family during important life moments.
• Discretionary Company Bonus – Rewarding your contribution to our shared success.

If you're curious, driven, and ready to be part of something meaningful — where your ideas matter, your growth is supported, and your work makes a real impact — then we'd love to hear from you. Recognise Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.