To monitor and support the continual improvement in customer outcomes, efficiency, compliance and risk management across Operations, by co-ordinating operational change, continual improvement, operational reporting and the effective management and delivery of key customer events. The role-holder will lead the Planning and Control function in providing support, control and challenge to and across the operational teams, driving transparency in performance metrics and activity delivery, whilst working with the operational leadership team to improve business controls and outcomes. Listening to the voice of the customer and wider stakeholders, the role-holder will demonstrate a continual improvement in the team’s service and effectiveness.
Responsibilities
•Own the reporting of the Operational Change schedule, including any issues and risks and their management
•Demonstrate the resourcing of operational changes through the publishing of resource plans and escalation of any unresolved conflicts
•Evidence that operational change has been assessed, designed, approved, delivered and embedded into BAU
•Agree with the Regulatory Change Manager and other key stakeholders the operational design principles and timescales for changes to processes and procedures resulting from regulatory, statutory and legislative changes
•Demonstrate business readiness over change acceptance and the comprehensive delivery into the operation
•Ensure root cause analysis processes that drive improvement plans, with regular reporting of progress, issues, risks and their management
•Own the schedule that identifies, accepts or removes workarounds
•Own the operations system agenda, coordinating across operational teams to determine prioritisation of change and ongoing removal of workarounds
•At an agreed point in time, take over the leadership of the firm’s PMO function
Skills & experience
•Dynamic and delivery-focused, excited by managing the performance of people and processes to deliver service excellence through operational excellence.
•Disciplined planner and organiser, demonstrated through quality ongoing reporting
•Adaptable and resilient in overcoming problems
•Analytical approach to generating pragmatic solutions
•Showing considerable positivity and can do approach, inspiring people to over perform and be proud
•A proactive collaborator who works as part of the wider team
•Experience in effectively operating in a customer facing and regulated environment
•Proven track record in supporting an operation through improvement change
•Experience of creating best in class performance and control reporting
•Deep experience in analytics and continual improvement
•Saving and Mortgages experienced, ideally CeMap qualified
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.