Senior Operations Manager - Banking

Background

A leading financial services provider is seeking a Senior Operations Manager to oversee the daily operations of its retail finance function. This is a high-impact role focused on delivering excellent customer service, managing operational risk, driving performance, and leading a multifunctional team. With a growing customer base and strong market presence, the organization offers a dynamic environment for ambitious leaders.

Role Overview

Reporting to the Head of Operations, the Senior Operations Manager will lead customer-facing and back-office teams across customer service, contract administration, new business processing, collections, and compliance support.

The successful candidate will drive operational excellence, customer satisfaction, and strategic initiatives while ensuring adherence to regulatory requirements and internal policies.

Key Responsibilities

Operational Leadership

• Oversee all aspects of retail financial operations including customer service, account management, collections, and complaints handling.
• Develop and implement strategies for operational efficiency, including capacity planning, performance tracking, and KPI frameworks.
• Ensure strong compliance controls and risk management practices are embedded across all operational processes.
• Lead recruitment, coaching, and development of direct reports and wider teams.
• Promote a culture of performance, accountability, and continuous improvement.

Customer Experience & Escalations

• Implement strategies to improve customer engagement, especially for vulnerable customers.
• Manage the complaints process in accordance with legal and regulatory standards.
• Act as the senior escalation point for complex customer and partner issues.
• Monitor and improve customer satisfaction scores and share insights across teams.

Compliance & Quality Assurance

• Maintain up-to-date documentation of operational policies and procedures.
• Ensure full compliance with relevant financial regulations, including consumer protection, outsourcing, AML, and data privacy.
• Establish a quality assurance function to monitor and uphold service and compliance standards.
• Support internal and external audits and implement required controls and actions.

Transformation & Change Management

• Lead and support business transformation projects, including operational and IT change initiatives.
• Drive adoption of automation and process enhancements to increase efficiency.
• Ensure readiness and compliance with new regulatory frameworks.

Key Requirements

• 10+ years’ experience in senior operations management within the financial services sector.
• Proven ability to lead multifunctional teams, improve service delivery, and meet regulatory obligations.
• Strong knowledge of collections, regulatory compliance, and operational risk.
• Track record in managing change, implementing new processes, and enhancing performance through data-driven decision-making.
• Experienced in complaints management, customer experience, and stakeholder engagement.
• Proficient in Microsoft Office tools, especially Excel, PowerPoint, and Power BI.
• Excellent problem-solving, communication, and leadership skills.

Education & Qualifications

• Qualified Financial Advisor (QFA)
• Degree in Business, Finance, or Data Analytics