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Executive Director - Daily Banking & Lending Operations
senior · Retail & Commercial Banking
Step into a senior leadership role where what you do improves customers’ everyday financial lives. You will lead a large, customer-focused operations function in a fast-paced digital banking environment, setting the standard for service, quality, and operational performance. You will shape an operating model built for resilience, sustainability and growth, while strengthening risk and control outcomes. Working with partners across technology, product, and control functions, you will help us continuously improve how we serve customers.
As an Executive Director, Daily Banking & Lending Operations, you will lead end-to-end operational delivery and help shape the future of how we serve customers across daily banking and lending journeys. You will partner with us across operations, technology, product, risk, and control teams to strengthen customer outcomes, improve efficiency, and build a sustainable control environment. You will set the tone for an inclusive, high-performance culture where colleagues can grow and deliver at their best.
Job responsibilities
- Lead day-to-day operational delivery to achieve agreed service levels, quality standards, and customer outcomes.
- Drive performance across teams, locations, and customer journeys by using insights and operational metrics to improve efficiency and quality.
- Oversee daily banking and lending servicing and lending decision processes to ensure fair, consistent, and compliant outcomes.
- Strengthen support for customers in financial difficulty, and vulnerable customer considerations in line with regulatory expectations.
- Set and deliver the operations strategy to align to business priorities, customer needs, and future growth.
- Evolve the operating model to improve scalability, resilience, and end-to-end accountability.
- Simplify processes and reduce friction to improve productivity, quality, and customer experience.
- Partner with technology, product, process engineering, and service teams to design and deliver operational improvements.
- Maintain effective governance and oversight, with clear accountability, disciplined issue management, and consistent controls.
- Engage with risk, compliance, audit, and control partners to ensure strong control design and timely remediation of issues.
- Develop leaders and build an inclusive culture that supports engagement, coaching, and continuous feedback.
Required qualifications, capabilities, and skills
- Significant experience of senior operations leadership experience in financial services, banking, contact centre operations, or another highly regulated environment.
- Strong leadership experience of leading leaders and managing large, multi-team operations across multiple locations.
- Bring knowledge and experience across consumer lending operational journeys, including servicing, underwriting decision support, arrears support, and financial assistance.
- Demonstrate strong knowledge of operational risk, governance, controls, and audit readiness in a regulated environment.
- Deliver operations strategy and transformation programs that improved customer outcomes, quality, efficiency, and risk performance.
- Lead complex cross-functional delivery in a matrix operating model with multiple senior stakeholders.
- Apply data, operational reporting, and performance metrics to diagnose issues, set priorities, and drive measurable improvement.
- Communicate clearly to senior stakeholders, including progress updates, risks, priorities, and decisions required.
- Resolve operational issues effectively, including conduct, control, and customer outcome risks.
- Build inclusive, high-performing teams through coaching, clear objectives, performance management, and succession planning.
- Collaborate with compliance, risk, and audit teams, including regulatory and internal audit engagement.
Preferred qualifications, capabilities, and skills
- Experience of leading operations in a high-growth or rapidly changing environment.
- Operating across multiple markets, locations, or jurisdictions.
- Offer familiarity with digital banking products, servicing models, and customer experience improvement practices.
- Contribute experience designing or scaling operating models for new products, channels, or customer journeys.
- Proven experience delivering process simplification and automation initiatives in partnership with technology teams.
- Provide experience building colleague capability through learning programs, accreditation, or workforce planning.
- Demonstrate success running multi-site operations with consistent standards, governance, and performance routines.
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