Senior Manager Savings Operations

About The Role

Contract type: Permanent

Hours: Full-time, 35 hours per week

Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)

We are looking for a Senior Operations Manager to lead our Central Savings Operations team, playing a key role in delivering excellent customer experience and outcomes across our telephony, digital, and savings processing channels. This is a people-first leadership role where you will help shape a culture that puts customers at the heart of everything we do. You will ensure every interaction is handled with care and respect, especially for those going through sensitive life events such as bereavement or managing a power of attorney.

You will bring a strong understanding of regulatory requirements, particularly around ISAs and complaints handling, and ensure the team operates confidently within the financial services framework. Your leadership will support the delivery of our Customer and Savings strategies by driving operational excellence, developing team capability, and fostering a culture of continuous improvement.

Working closely with colleagues across Customer Experience, Product, Risk and Compliance, and Transformation, you will help ensure that the customer journey remains central to all our processes and developments.

Here’s a taste of what you will be doing:

• Team Leadership: Lead and support a small, diverse Central Operations team covering telephony, digital services, branch support, financial crime, and savings processing.
• Operational Excellence: Ensure smooth, compliant, and customer-focused delivery of savings operations, with emphasis on ISAs, account servicing, and payments.
• Escalation and Resolution: Act as the senior escalation point for complex queries and complaints, ensuring timely, fair, and regulatory-compliant outcomes.
• Customer Journey Improvement: Champion continuous improvement of customer journeys, especially for digital users and those experiencing vulnerable circumstances such as bereavement or power of attorney.
• Regulatory Compliance: Embed regulatory requirements, including FCA standards, into everyday operations to maintain high levels of compliance and trust.
• Customer-Centred Culture: Promote a culture of proactive, inclusive service, putting customer needs at the centre of every interaction.
• People Development: Develop and coach team members to build skills, confidence, and alignment with both personal and organisational goals.
• Strategic Collaboration: Collaborate across departments to deliver the savings strategy, enhance digital experiences, manage resources effectively, and support wider transformation initiatives.

About you:

• Leadership and People Development: Proven ability to lead, coach, and develop high-performing teams, with a focus on empowerment, inclusion, and continuous growth.
• Digital and Analytical Skills: Confident using and improving digital and telephony platforms, with strong data literacy to interpret MI and inform decisions.
• Communication and Collaboration: Excellent communicator who can engage, influence, and work effectively across all levels and departments.
• Customer-Centred Experience: Demonstrated success in managing complex and sensitive customer journeys, embedding a culture of empathy and service excellence.
• Change and Performance Management: Experience leading operational readiness for new products or regulations, with a track record of driving cultural change and maintaining high team performance.
• Inclusive and Forward-Thinking Behaviours: Champions the customer, leads with empathy, takes accountability, and embraces innovation including exploring how AI can enhance service and efficiency.
• Regulatory and Customer Expertise: Strong understanding of ISA rules, FCA regulations, Consumer Duty, DISP complaints handling, and the needs of vulnerable customers, including bereavement and power of attorney.
• Operational and Risk Knowledge: Practical experience with operational risk and control frameworks in financial services, ensuring robust and compliant service delivery.

Reward & Benefits:

A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays, and enhanced family leave. Commitment to your ongoing personal and professional development. We support you in growing your potential to excel in your current role and future career aspirations.

For full-time roles, we work a 35-hour week to promote work/life balance, aiming for you to be at your best inside and outside of work. A friendly and inclusive culture where teams genuinely strive to do the right thing by colleagues and customers.

Sustainability: We’re continually finding new ways to reduce our carbon footprint and promote environmental responsibility.

Community Involvement: We support local charities and encourage volunteering, offering 2 paid days per year for community activities. Your health and wellbeing is our priority, supported by resources including trained mental health first aiders.

Embracing Diversity: We celebrate diversity and are committed to creating an inclusive environment that promotes equal opportunities and values differences.