Head of Operations & Performance - #1780216

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Job Description

Join us as a Head of Operations & Performance

• You’ll play a pivotal role in elevating the profile and impact of the Customer Intelligence & Effectiveness (CI&E) team within One Bank, helping to achieve improved financial and customer outcomes
• We’ll look to you to drive the continuous improvement of the CI&E team, playing a central role in moving CI&E towards a new operating model and ways of working
• This is an opportunity to explore your leadership potential and bring a purpose-led focus to your work while leading on strategic thinking, innovation, and bringing together customer narratives to make sure colleagues start with the customer
  
  
  

What you'll do

As a Head of Operations & Performance, you’ll be owning pan-bank customer insight narratives and insight communication activities, as well as operational excellence across insight standards, team performance, risk and regulation, and third party management.

Alongside evolving insight standards, overseeing performance management, leading innovation and experimentation, and proving the value and impact of insights, you’ll own the internal and external communication of insight and customer-centricity, helping to embed customer insight into Group Customer ExCo and pan-bank agendas.

Your key responsibilities will include:

• Overseeing governance, budget, performance, skills and capability development within the team, as well as governing the scope of insight services
• Overseeing team-wide adherence to excellent insight delivery standards, and owning CI&E performance management and skills development strategies, delivering comprehensive training programmes to lift team proficiency in key areas
• Owning bank-wide CI&E insight narratives and communication strategies, synthesising insights and stories across each franchise
• Overseeing governance, communication and budgeting for the CI&E team, and supporting the Director of Insight in delivering CI&E objectives within the agreed financial plan and budget
• Creating a culture of insight knowledge sharing across the business, leading the implementation of the insight knowledge hub and associated assets
• Managing relationships with third-party suppliers to ensure alignment with organisational objectives, and challenging suppliers and consultants to demonstrate value
  
  
  

The skills you'll need

We’re looking for a highly experienced strategy and operations leader with a market research, customer insight or analytics background. You’ll need strong senior expertise in governance and performance management across complex matrix organisations.

Additionally, you’ll bring strong leadership experience of teams executing complex operational processes, and the ability to aggregate planning objectives into coherent programme goals and value streams, ensuring transparency and managing dependencies across multiple teams and facilitating synchronisation meetings.

We’ll also expect you to have:

• The proven ability to influence and build strong collaborative relationships up to ExCo level across a diverse range of functions and with third parties
• Expertise in leading innovation, training and internal marketing strategies
• Expert experience with budgeting processes, including operating within investment domain budgets and understanding financial implications
• Seasoned presentation and communication skills, with the ability to aggregate insight from multiple sources to create compelling stories
• Skills in coaching and developing teams to improve effectiveness and agility
• Excellent communication and interpersonal skills, with a focus on collaborative leadership