Head of Direct Banking Operations & Outsourcing - Milton Keynes in Sutton

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, including acting as a Material Outsource for a UK Bank or Building Society.
• Experience of managing and developing savings operational functions, with a track record of achieving high-quality customer outcomes.
• Deep familiarity with the regulatory regime applicable to UK savings operations, including PRA and FCA requirements and the Consumer Duty framework.
• Customer-centric mindset, with demonstrable knowledge and consideration of customer outcomes in all operational decisions.
• Exceptional relationship-building skills, with the ability to create, maintain, and leverage strong partnerships across internal functions and external parties.
• Understanding of and experience managing first-line risk functions, including conducting risk assessments, implementing controls, and producing accurate reporting.
• Ability to manage data governance effectively, ensuring data quality, accuracy, and compliance with regulatory standards.
• Proven track record in delivering change, both through internal teams and external partners.
• Experience of successfully leading a team, achieving results through people by providing clear direction, motivation, and support.

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%). VWFS will pay 6% if employee chooses a 2% employee contribution.
• Car schemes: Choice of Employee Car Ownership (ECO) scheme for petrol/diesel and hybrid vehicles plus car insurance and fuel card. OR Company Car scheme for Battery Electric Vehicles (BEVs) plus car insurance cover for you and a partner/eligible family member.
• Other benefits: From day 1 we provide income protection, life assurance (4x salary), retail discount vouchers, access to Care Concierge, along with other salary sacrifice options.
• We invest in our people and are passionate about driving development.

About Us

Why join VWFS UK? You’ll have the opportunity to make a difference by helping us to achieve our mission. Our mission is straightforward; we want to be 'The Key to Mobility'. That means we make getting from A-to-B as easy and simple for as many people as possible.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

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.