Banking operations manager
6 days ago
Leicester
Employee will work within the Client’s UK retail banking operations, delivered by Infosys across multiple Client locations in the UK. The Client is a UK high-street bank known for its distinctive community banking model, delivered through ‘stores’ rather than traditional branches, servicing personal, business and commercial customers alongside a growing specialist mortgage and commercial lending business. The role covers day-to-day operational delivery across functions that will include key banking functions depending on site and portfolio allocation. The successful candidate will manage front-line teams directly, ensuring the Client’s customers consistently receive the standard of service expected of a relationship-led, community-focused bank. This is a non-voice role, although teams may be required to perform some voice contact with customers. • Will report into the Senior Services Head / account leadership for the Client relationship, • Will manage front-line teams across one or more of the Client’s operational locations (Leicester, Holborn, Guildford), with team size confirmed by site and process, • Minimum of 8 to 10 years of experience in UK retail banking, with UK-based career history, • Experience managing voice operations will be an advantage, reflecting the blended voice/non-voice nature of several Client processes, • Proven experience of UK-based operations management - delivering to SLAs, running governance, managing client relationships and developing team members, • Strong track record in transformation, not just steady-state operational management, • Ability to standardise processes across sites and functions will be a strong advantage, • May be needed to work out of more than one location, • Must be comfortable dealing directly with Client senior stakeholders on a day-to-day basis, not only through escalation, • Demonstrates an understanding of UK business practices, professional standards, and customer service expectations, with the ability to represent a relationship-focused banking brand., • Must be a good coach, able to give specific, actionable and developmental feedback, and a strong motivator who creates genuine operational energy, • Must work confidently across units, functions and sites to bring the right stakeholders together for the good of the wider team, • Must be comfortable working with ambiguity across a multi-site, multi-function remit, • Must have strong administrative and organisational skills, • Must be a high-performance influencer, able to land change without formal authority over every stakeholder involved, • Carry daily huddles that bring the Client and Infosys teams onto the same page for day-to-day operations - includes, critically, bridging the culture between both organisations, • Ensure parameters such as reporting, training, feedback, QC/QA are all executed consistently as per plan, across every site in scope, • Build strong working partnerships with the Infosys team to ensure delivery consistently meets or exceeds minimum stated expectations, • Meet and exceed target SLAs and KPIs across all in-scope functions and locations, • Ensure process and regulatory compliance at every site; regulatory adherence is non-negotiable in a UK banking environment, • Demonstrate strong ownership across all customer escalations and complaints arising from in-scope processes, • Manage resource planning, career planning and performance management for direct reports, driving transparency and accountability at every level, • Control attrition through appropriate engagement and fair, transparent performance management, • Conduct quality assessment across all sites and ensure the right people are in the right roles at all times, • Ensure team members have the knowledge, training and nesting support needed to deliver effectively against target, • Actively support and help drive the automation and continuous improvement agenda at Infosys, • Partner with the right resources to shape operational strategy. Includes conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis across the multi-site footprint, • Act as a standardisation champion, identifying where processes differ unnecessarily across whichever site you are allocated to (Leicester, Holborn or Guildford) as well as how these processes run offshore, and close any gaps, • Demonstrates strong interpersonal and relationship-building skills, with the ability to engage effectively with colleagues, customers and stakeholders., • Minimum of 8 to 10 years of relevant experience in UK retail banking operations, ideally spanning more than one banking function, • Experience in voice operations management will be an advantage, • Must understand regulatory aspects of banking, • Time management, prioritisation and organisational skills, • Analytical skills to accurately assess operational and quality trends, • Decision-making skills to take appropriate, timely action, • Ability to exercise discretion and good judgment, acting independently and effectively on complex problem resolution, • Able to clearly articulate decisions with appropriate reasoning to both Infosys and Client stakeholders, • Excellent verbal and written communication skills, • Must have a proven record of outstanding performance, • Retail banking, risk/compliance or operations-related certifications will be an advantage, • Any call centre specific certifications, Six Sigma/Lean/Process Improvement and/or automation projects will be an advantage, • Any management related training will be an advantage, • 25 days holiday excluding Bank Holiday’s Leave Year runs from April 1 to March 31, • Employee discounts – Perk Box, • Access to training platform for PD – Lex #J-18808-Ljbffr