Head of Operations Design and Delivery (18 Month FTC)

Head of Operations Design and Delivery

18 month FTC

A fantastic opportunity has become available in Edinburgh to work with a well known and reputable financial service organisation to join the Operations Department as the Head of Operations Design and Delivery

The role holder will have responsibility for design and delivery of operational process and execution of customer journeys, working with internal stakeholders and 3rd Party Suppliers to design industry leading customer service and driving exceptional colleague engagement.

The key accountabilities are;

• Responsible for the design and delivery of Bank's in-house Banking Origination and Service Operations functions.
• Deliver in sourcing of the Banking telephony channel in line with the Bank's strategic programme; develop, deliver and embed a sustainable operating model for this channel
• Lead the Operations Design and Delivery teams to design best in class service delivery across all operational processes.
• Develop relationships with key Operations 3rd party suppliers to ensure change plans and appropriate service agreements are achieved
• Support the Business to deliver services, strategic change and initiatives impacting Operations
• Provide strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential
• Effectively manage and develop the performance, talent and future capability of your direct reports and wider team
• Ensure New Bank operates within the Operations and wider Bank Risk and Control framework
• Drive fair outcomes for the customer, embedding these principles in all New Bank Service processes and policy
• Develop strong strategic and operational relationships with key internal and external stakeholders, to achieve deliver objectives

What we need from you;

• Proven leader and relationship manager across teams and in a Matrix management organisation
• Programme management skills in complex multi-functional projects
• Proven ability to influence at a Senior Management and Executive level
• Sound understanding of Banking origination and servicing
• Excellent stakeholder management skills
• Experience in leading successful third party supplier relationships
• Proven ability to build a high performing team
• Evidence of a high level of strategic thinking and planning
• Strong relationship & stakeholder management skills

If this sounds like a role you would succeed in please do not hesitate to get in touch. You can contact me direct or email me at (see below)