Key Responsibilities

• Own and continuously evolve YouLend’s 2-3 year Operations Target Operating Model (TOM), including current-state diagnostics, target-state design and a sequenced delivery roadmap.
• Own governance of the cross-functional change portfolio: prioritisation, business case standards, stage-gating and benefits tracking for all technology-dependent or cross-functional initiatives.
• Partner closely with Engineering/Technology to translate frontline colleague pain points and business needs into clear, prioritised requirements and user stories, owning backlog prioritisation jointly with Technology product owners.
• Lead the innovation pipeline for Operations, identifying and piloting automation and efficiency opportunities (e.g. chatbots, workflow automation) and graduating successful pilots into the wider change portfolio.
• Own change adoption for major initiatives, including stakeholder communication, training and embedding, so delivered change lands effectively.
• Use Operations performance data to assess whether the TOM is landing and articulate anticipated and realised benefits via coherent tracking systems.
• Represent the VP of Operations in Technology roadmap and prioritisation conversations, ensuring the Operations change agenda is appropriately resourced.
• Define and maintain a clear operating agreement (RACI) with Engineering covering backlog prioritisation versus delivery sequencing and capacity.
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Skills, Knowledge & Expertise

• Proven experience leading strategy, transformation or portfolio/programme management within an operations environment, ideally in financial services, fintech or a regulated, high-growth business.
• Strong track record of translating business and operational requirements into technology-delivered outcomes, including direct experience working with Engineering/Product teams.
• Strong leadership capability of bot direct teams and cross-functional leadership.
• Strong analytical and problem-structuring skills, able to use operational and performance data to inform prioritisation.
• Experience designing target operating models, spanning organisational, process and technology dimensions.
• Excellent stakeholder management and communication skills, credible operating at senior leadership level.
• Comfortable with ambiguity, ready to roll sleeves up and get into the detail.
• Experience leading and developing a small, high-performing team of analysts/business analysts.
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