Glasgow, United Kingdom
Role Overview
We are seeking an experienced Senior Operations Manager to lead a large function within our Business Banking team. The role spans Start & Set Up (Onboarding), Everyday Banking (Life Management & Maintenance), and Borrow & Grow (Lending). You will be accountable for ensuring world‑class customer service, operational efficiency, and excellent product and process expertise across all customer channels. With responsibility for end‑to‑end (E2E) fulfilment of customer journeys, you will ensure services are delivered accurately, consistently, and on time.
Location: Glasgow hub; hybrid working available with weekly in‑office engagements.
Responsibilities
- Lead a team of Operations Managers overseeing end‑to‑end customer journeys.
- Create a high‑performance culture that role models customer‑first and leadership behaviours.
- Maintain exceptional relationships with internal stakeholders – Technology, Marketing, Finance, Compliance, Risk, Audit, and third‑party service providers.
- Work closely with Business Banking stakeholders – Contact Centre leadership, Relationship Managers, Change Management, Product teams, Risk & Business Control, Credit Team, HR, Recruitment, and Finance to ensure seamless customer journey delivery.
- Drive sustainable performance improvement through process simplification, optimisation, and reduced complexity while aligning operational capability to strategic priorities.
- Provide strong leadership, develop, engage, and manage a diverse team, setting clear standards of accountability and professional excellence.
- Ensure robust operational governance, compliance with policy, regulatory requirements, and risk frameworks.
Qualifications
- Proven experience leading large operational teams in a regulated or financial services environment.
- Exceptional people leadership capability with a track record of developing high‑performing teams.
- Demonstrated ability to drive operational performance, service improvement, and efficiency at scale.
- Experience delivering change, meeting plans and timelines, and embedding continuous improvement.
- Excellent communication and influencing skills, engaging effectively at all levels.
- Sound understanding of operational risk, governance, and control frameworks.
- Experience leading Operations Managers who manage end‑to‑end customer journeys.
Benefits
- Access to private medical insurance.
- A highly competitive pension to help you build a strong foundation for retirement.
- Access to an annual performance‑related bonus.
- Training and development to help you progress your career.
- A great selection of additional benefits through our salary sacrifice scheme.
- Life assurance to provide peace of mind for you and your loved ones in the event of your death.
- Wellhub – access to a range of free and paid options for health and wellness.
- Up to 2 days of paid volunteering a year.
Job Info
- Job Identification 2991
- Apply Before 05/17/2026, 10:55 PM
- Locations 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB
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