perational Excellence

• Own and continuously evolve the way Operations works.
• Lead process/procedure reviews across all operational functions, identifying opportunities to simplify, standardise and automate activities.
• Facilitate workshops to map, review and optimise end-to-end customer journeys and operational processes.
• Partner with operational teams to identify pain points, risks and inefficiencies, delivering practical and measurable solutions.
• Ensure operational processes remain scalable and aligned to the Bank's strategic objectives.
• Track and report on process performance metrics and continuous improvement outcomes.
• Support the successful operational embedding of new products, services, regulatory changes and technology enhancements.
• 
  

Process & Procedure Governance

• Maintain oversight of operational process documentation and procedure standards across Operations.
• Support Procedure Owners in maintaining accurate, compliant and version-controlled procedures.
• Own reviews and updates for central operations procedures, ensuring any updates are signed off by key business stakeholders and communicated to end users.
• Routinely review and update FAQs, seeking appropriate stakeholder signoff and publishing on the website.
• Ensure operational procedures remain aligned to Bank Policies, Risk Frameworks and regulatory requirements.
• Conduct impact assessments for product, technology and regulatory changes to identify documentation updates and operational implications.
• Attend Product, Change and Governance forums to ensure operational readiness considerations are captured.
• Facilitate procedure review activities and monitor closure of agreed actions.
• Promote best practice standards for process mapping, documentation and operational governance.
• 
  

AI Enablement & Innovation

• Lead the adoption of AI capabilities across Procedures and Training to improve productivity, quality, colleague experience and customer outcomes.
• Design, develop and continuously improve AI-enabled workflows using approved technologies, including Microsoft Copilot and other emerging AI tools.
• Measure, track and report on tangible benefits realised through AI adoption and automation initiatives.
• Champion a culture of innovation and continuous improvement across operational teams.
• 
  

Change Delivery & Business Readiness

• Support the successful delivery of operational change initiatives within the Operations department.
• Lead requirements gathering and discovery workshops with business stakeholders.
• Coordinate operational readiness assessments and implementation planning.
• Develop robust procedures and supporting materials to support change adoption.
• Maintain and continuously develop Management Information (MI) reporting across all areas of Operations, ensuring accurate, timely and meaningful reporting to support performance management, operational oversight and informed decision-making.
• 
  

Personal Attributes & Experience

• Significant experience within Operational Excellence, Business Process Improvement, Procedure Management and Stakeholder Management.
• Strong process mapping and end-to-end process design capability.
• 2+ years of line management experience.
• Excellent understanding of operational governance, risk management and control environments.
• Experience identifying and implementing operational efficiencies through automation or digital solutions.
• Strong understanding of applicable AI technologies, including Microsoft Copilot, ChatGPT, Claude or similar platforms.
• Excellent stakeholder management and influencing skills.
• Strong workshop facilitation and business engagement experience.
• Exceptional written communication, documentation and presentation skills.
• Strong analytical capability with experience using data to support decision making.
• Highly organised with the ability to manage multiple priorities and projects simultaneously.
• 
  

Desirable

• Experience designing AI prompts, knowledge assistants or AI-enabled workflows.
• Understanding of Operational Resilience, Consumer Duty and FCA regulatory requirements.
• Experience working within a fast-growing bank, fintech or regulated financial services environment.

NA