Join us as a Customer Service & Operations Lead

• In this crucial role, you’ll actively lead and manage the operations of our digital chat function, making sure that it meets both customer and organisational banking needs
• If you’re highly motivated, agile, and curious, this is your opportunity to manage large teams and drive transformation in our operations using digital solutions & analytics
• We are offering this role at director level

What you'll do

As a Customer Service & Operations Lead, you will oversee end-to-end service delivery for our 24/7 digital chat operations, ensuring exceptional performance through close collaboration with technology teams, business partners, and process owners. You will play a key role in driving solutions to meet evolving customer needs while maintaining high service standards to achieve strong customer satisfaction metrics such as Net Promoter Score (NPS) and first-contact resolution. This role also involves leading the integration of innovative digital technologies into existing operations, managing risks effectively, and aligning initiatives with strategic business goals. In addition to driving day-to-day operational excellence, you will be responsible for shaping and delivering the end-to-end transformation of chat and digital servicing in line with the Bank’s customer, colleague, and business priorities.

To succeed in this role, we’ll expect you to oversee large, diverse teams across multiple locations and implement processes to identify performance gaps and drive improvement. Some of your responsibilities will include developing improvement plans, optimising capacity, boosting productivity, and reducing operational losses and errors.

You’ll also be:

• Leading knowledge design, execution, and support for the domain, while monitoring and reviewing solution implementation processes to ensure effectiveness
• Defining performance indicators, setting measurement standards, and reporting critical management information (MI) to support informed decision making
• Producing and maintaining an effective training and accreditation plan
• Monitoring key performance indicators (KPIs) and taking actions to make sure that the unit maintains strong performance metrics
• Drive the adoption of new capabilities, including artificial intelligence, automation, and advanced analytics, through the delivery of strategic transformation initiatives, with the objective of enhancing operational effectiveness, enabling scalability, and supporting the Bank’s long-term growth agenda.
• Ensure change is embedded safely, with minimal customer and operational disruption.
• Driving financial targets and improving efficiency through process improvement initiatives

The skills you'll need

We’re looking for someone with strong people management skills, with the ability to inspire, engage, and motivate teams to succeed. You must also have a good understanding of people processes and policies.

In addition, you’ll need to be:

• A curious, proactive, and forward-thinking professional ready to embrace challenges
• A graduate from a reputable university
• Experienced in the banking, financial services, or consultancy industry
• Experienced in leading large, diverse teams across multiple locations and functions

Hours

45

Job Posting Closing Date:

07/06/2026