Head of Community Bank – Consumer Channels

Responsibilities

• Lead one of the UK’s largest customer-facing operations, spanning c.700 branches serving communities across the country
• Play a critical role in delivering the Group’s strategy, shaping how our physical network evolves alongside digital channels and changing customer behaviours
• Set a clear vision, align colleagues behind it and balance long-term strategic ambition with consistent delivery
• Lead through a senior leadership team including Regional Directors and the Head of Customer Experience
• Create a culture where colleagues feel inspired, empowered and focused on delivering strong customer outcomes
• Own the delivery of key business outcomes including commercial performance, colleague engagement and fair customer results
• Partner closely with senior leaders across Community Bank, central business units and external stakeholders

Requirements

• Proven experience leading large-scale, multi-site customer-facing operations (e.g. retail, banking, telco or similar)
• Demonstrable track record of leading complex transformation programmes in fast-paced, evolving environments
• Experience leading multi-layered senior leadership teams, driving high performance, engagement and cultural change
• Strong commercial and performance leadership, with accountability for financial, operational and customer outcomes
• Ability to influence and align senior stakeholders across a complex, matrix organisation
• Experience within financial services or a highly regulated environment (desirable)
• Exposure to integrating physical and digital customer channels (desirable)

ATS Optimization Keywords

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Hard Skills

• customer-facing operations
• transformation programmes
• financial outcomes
• operational outcomes
• customer outcomes
• multi-site management
• performance leadership
• cultural change
• stakeholder alignment
• digital customer channels

Soft Skills

• leadership
• strategic vision
• influence
• engagement
• empowerment
• collaboration
• inspiration
• communication
• team alignment
• customer focus

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