Operations & Contracts Manager

Overview

In this role you drive operational excellence within the Retail Deposits business, overseeing operations, resilience, and supplier governance to support compliant, customer-focused outcomes. You will shape operating models, streamline processes, and lead cross-functional initiatives with partners to deliver meaningful transformation. You’ll balance governance with customer experience while ensuring robust controls and risk management. This is a collaborative, impact-driven opportunity to influence strategy and delivery in a specialist retail banking environment.

Pay / Benefits

• competitive base salary
• Guaranteed Holiday Bonus
• Pension matching up to 12%
• Ford vehicle purchase and lease discounts
• 26 days annual leave + public holidays
• 2 paid community volunteering days annually

Responsibilities

• Lead operations management with focus on customer experience, efficiency, and resilience
• Develop and implement operational models and strategies to reduce costs and optimise processes
• Project-manage new systems, processes and operating models
• Develop and implement Operational Resilience framework and testing
• Develop and implement Consumer Duty framework and testing for resilience
• Manage control risk assessments, registers, and the controls framework
• Ensure FCA complaints handling and regulatory compliance
• Monitor and audit vendor performance to ensure quality and compliant customer service
• Manage end-to-end contract management with negotiation, drafting and review
• Collaborate with procurement to evaluate suppliers and drive cost savings
• Build strong stakeholder relationships and deliver customer-centric solutions
• Lead cross-functional process improvements leveraging technology and best practices
• Oversee outsourced vendor relationships including governance and issue resolution

Key requirements

• Proven experience in Retail Deposits within banking/financial services
• Strong background in Operations Management and Operational Resilience
• Experience in Outsourced Vendor Management and Contract Management
• Procurement and Supplier Governance experience
• Understanding of banking regulations and regulatory requirements
• Experience developing and implementing operational strategies and operating models
• Track record in managing third-party suppliers, contracts, performance, and issue resolution
• Strong project management skills and ability to prioritise complex initiatives
• Experience managing risk assessments, control frameworks, and governance activities
• Excellent analytical, stakeholder management, and problem-solving skills

• Analytical
• Stakeholder management
• Problem-solving

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