Operations Manager – Operational Excellence
Glasgow, United Kingdom
As an Operations Manager – Operational Excellence, you’ll play a pivotal role in consistently delivering brilliant customer experiences across Business Banking. You’ll lead a team of Operational Excellence Coaches, embed "The Standard," and drive continuous performance improvement.
What you’ll be doing
- Lead and coach a team of Operational Excellence Coaches, setting clear direction and supporting them to raise performance across Business Banking.
- Work closely with senior leaders and team managers to embed effective leadership rhythm and routines that drive clarity, accountability, and pace.
- Observe how teams operate, coach leaders and Relationship Managers, and use insights from performance, quality and customer experience to turn observation into meaningful improvement actions.
- Ensure "The Standard" is consistently understood, coached and applied so customers experience the same high level of service every time.
About you
- Professional certification or qualification in coaching, training and/or learning and development.
- Proven experience leading a team focused on performance improvement, coaching or operational excellence.
- Demonstrable experience coaching leaders or managers to improve performance and capability.
- Strong understanding of how leadership rhythm and routines drive performance and customer outcomes.
- Experience working in a customer‑focused operational environment.
- Ability to use performance data, insight, or trend analysis to identify improvement opportunities and measure impact.
- Strong stakeholder management and influencing skills across teams and senior stakeholders.
Job Info
- Job Identification 2792
- Apply Before 05/20/2026, 10:55 PM
- Locations 1st Floor Kings Park Rd, Northampton, Northamptonshire, NN3 6NW, GB 83 George Street, Edinburgh, EH2 3ES, GB 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB
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