Role Information Operations Manager Client Retail Banking Operations Designation Operations Manager Location Holborn/London United Kingdom
Broad Overview of the Client and the Role Employee will work within the Client's UK retail banking operations, delivered by Infosys across multiple Client locations in the UK. The Client is a UK high-street bank known for its distinctive community banking model, delivered through 'stores' rather than traditional branches, servicing personal, business and commercial customers alongside a growing specialist mortgage and commercial lending business. The role covers day-to-day operational delivery across functions that will include key banking functions depending on site and portfolio allocation. The successful candidate will manage front-line teams directly, ensuring the Client's customers consistently receive the standard of service expected of a relationship-led, community-focused bank. This is a non-voice role, although teams may be required to perform some voice contact with customers.
Reporting Line & Basic Expectations - Will report into the Senior Services Head / account leadership for the Client relationship
- Will manage front-line teams across one or more of the Client's operational locations (Leicester, Holborn, Guildford), with team size confirmed by site and process
- Minimum of 8 to 10 years of experience in UK retail banking, with UK-based career history
- Experience managing voice operations will be an advantage, reflecting the blended voice/non-voice nature of several Client processes
- Proven experience of UK-based operations management - delivering to SLAs, running governance, managing client relationships and developing team members
- Strong track record in transformation, not just steady-state operational management
- Ability to standardise processes across sites and functions will be a strong advantage
- May be needed to work out of more than one location
- Must be comfortable dealing directly with Client senior stakeholders on a day-to-day basis, not only through escalation
Role Specifics PERSONAL ATTRIBUTES - Demonstrates an understanding of UK business practices, professional standards, and customer service expectations, with the ability to represent a relationship-focused banking brand.
- Must be a good coach, able to give specific, actionable and developmental feedback, and a strong motivator who creates genuine operational energy
- Must work confidently across units, functions and sites to bring the right stakeholders together for the good of the wider team
- Must be comfortable working with ambiguity across a multi-site, multi-function remit
- Must have strong administrative and organisational skills
- Must be a high-performance influencer, able to land change without formal authority over every stakeholder involved
GOVERNANCE DRIVERS - Carry daily huddles that bring the Client and Infosys teams onto the same page for day-to-day operations - includes, critically, bridging the culture between both organisations
- Ensure parameters such as reporting, training, feedback, QC/QA are all executed consistently as per plan, across every site in scope
- Build strong working partnerships with the Infosys team to ensure delivery consistently meets or exceeds minimum stated expectations
- Meet and exceed target SLAs and KPIs across all in-scope functions and locations
- Ensure process and regulatory compliance at every site; regulatory adherence is non-negotiable in a UK banking environment
- Demonstrate strong ownership across all customer escalations and complaints arising from in-scope processes
- Manage resource planning, career planning and performance management for direct reports, driving transparency and accountability at every level
- Control attrition through appropriate engagement and fair, transparent performance management
ENABLERS - Conduct quality assessment across all sites and ensure the right people are in the right roles at all times
- Ensure team members have the knowledge, training and nesting support needed to deliver effectively against target
- Actively support and help drive the automation and continuous improvement agenda at Infosys
- Partner with the right resources to shape operational strategy. Includes conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis across the multi-site footprint
- Act as a standardisation champion, identifying where processes differ unnecessarily across whichever site you are allocated to (Leicester, Holborn or Guildford) as well as how these processes run offshore, and close any gaps
Required skill set - Demonstrates strong interpersonal and relationship-building skills, with the ability to engage effectively with colleagues, customers and stakeholders.
- Minimum of 8 to 10 years of relevant experience in UK retail banking operations, ideally spanning more than one banking function
- Experience in voice operations management will be an advantage
- Must understand regulatory aspects of banking
- Must possess strong:
- Time management, prioritisation and organisational skills
- Analytical skills to accurately assess operational and quality trends
- Decision-making skills to take appropriate, timely action
- Ability to exercise discretion and good judgment, acting independently and effectively on complex problem resolution
- Able to clearly articulate decisions with appropriate reasoning to both Infosys and Client stakeholders
- Must possess excellent verbal and written communication skills
Educational - Bachelors, MBA or equivalent relevant qualification required
- Must have a proven record of outstanding performance
- Retail banking, risk/compliance or operations-related certifications will be an advantage
- Any call centre specific certifications, Six Sigma/Lean/Process Improvement and/or automation projects will be an advantage
- Any management related training will be an advantage
Benefits - 25 days holiday excluding Bank Holiday's Leave Year runs from April 1 to March 31
- Employee discounts - Perk Box
- Access to training platform for PD - Lex
- Company Pension
- Income Protection
- Employee Assistance Program (EAP)
