Head of Direct Banking Operations & Outsourcing - Milton Keynes in Letchworth Garden City

About The Role

SALARY: From £102k pa dependent on experience

LOCATION: Milton Keynes

HYBRID WORKING: Our current hybrid working policy requires a minimum of 60% of working time to be based in the Milton Keynes office and flexibility is expected to meet the needs of the business and the role.

HOURS / CONTRACT TYPE: Full Time Permanent – 35 hours per week

We are seeking an experienced and strategic leader to join our team as Head of Direct Banking Operations & Outsourcing. This is a pivotal role responsible for overseeing the end-to-end operations of our Direct Banking division, ensuring exceptional service delivery, operational efficiency and compliance across all outsourced partnerships and intra-group service arrangements, while meeting our obligations under Consumer Duty. You will lead a high-performing team, manage critical third-party relationships and drive operational excellence to support our customers and business objectives. This role requires a strong blend of leadership, operational expertise and supplier management skills, with a focus on continuous improvement, innovation and a clear accountability for operational resilience. This role holds Senior Manager Function (SMF24) responsibility under the SM&CR (Senior Manager & Certification Regime) and therefore obtaining and maintaining regulatory approval is a mandatory requirement.

What you’ll be doing:

• Lead and manage the Direct Banking Operations function, ensuring the delivery of high-quality, efficient and customer-focused services.
• Oversee outsourced operations, taking full responsibility for managing third-party providers and intra-group service delivery.
• Drive operational excellence through continuous improvement initiatives, identifying opportunities to streamline processes, enhance productivity and leverage automation and technology solutions.
• Ensure compliance with regulatory requirements and internal governance standards across all operational activities.
• Manage operational risk effectively, implementing comprehensive risk management frameworks and monitoring mechanisms.
• Build and maintain strong relationships with key stakeholders, including outsourced partners, internal teams and senior leadership.
• Develop and implement strategies to enhance customer experience and operational efficiency.
• Provide leadership and direction to the operations team, creating an environment that promotes accountability, engagement and high performance.

Essential experience & skills:

• Extensive experience in managing third-party and outsourced relationships.
• Experience of managing and developing savings operational functions.
• Deep familiarity with the regulatory regime applicable to UK savings operations.
• Customer-centric mindset, with demonstrable knowledge and consideration of customer outcomes in all operational decisions.
• Exceptional relationship-building skills.
• Understanding of and experience managing first-line risk functions.
• Ability to manage data governance effectively.
• Proven track record in delivering change.
• Experience of successfully leading a team.

What’s in it for you?

• Bonus: Discretionary 25% on-target bonus (based on personal and Group company performance)
• Pension: Employer pension contribution of 9% (based on employee contribution of 3%).
• Car schemes: Choice of Employee Car Ownership (ECO) scheme or Company Car scheme for Battery Electric Vehicles (BEVs).
• Other benefits: Income protection, life assurance, retail discount vouchers, access to Care Concierge, private medical insurance, and more.

We invest in our people and are passionate about driving development. You’ll have access to LinkedIn Learning via our Degreed platform as well as a host of professional development programmes and opportunities to build your technical and soft skills so you can further develop your career.

VWFS is proud to be an inclusive employer and encourages applications from a diverse range of candidates.

The Head of Direct Banking Operations & Outsourcing role is a ‘Certified’ /Senior Manager role under the Senior Manager and Certification Regime (SMCR) and the role holder is required to comply with the FCA’s Conduct Rules.