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Savings Operations Manager

Hampshire Trust Bank
London, GBR
Full-time
Director
Onsite
Discovered 2 weeks ago
Savings operationsDeposit operationsRetail banking operationsSavings products and servicingOperational processingPayments

Full Job Posting

Role overview

Lead day-to-day delivery of Hampshire Trust Bank’s Savings Operations function.

Manage ISA, Business and Servicing & Support Pods through a team of Team Leaders.

Combine operational management, people leadership, process improvement and risk oversight to support customer outcomes and business growth.

Operational delivery and leadership

  • Lead operations across the ISA, Business and Servicing & Support teams and manage service levels, queues, productivity, quality and risk indicators.
  • Use management information to identify trends, risks and improvement opportunities; manage capacity, workload and priorities.
  • Embed operational excellence and continuous improvement.
  • Lead, coach and develop Team Leaders; support recruitment, onboarding, training and development.
  • Build resilience through cross-training and capability development; promote engagement, wellbeing and inclusion.

Customer outcomes and controls

  • Ensure timely, fair customer outcomes; escalate complex customer and operational issues and work with Customer Service to improve journeys.
  • Monitor complaints, service failures, processing delays and customer-impacting risks; embed Consumer Duty and Treating Customers Fairly.
  • Ensure work follows policies, procedures and regulatory requirements; monitor incidents, errors, quality findings and control indicators.
  • Support audits, reviews and remediation, and collaborate with Compliance, Financial Crime, Quality Assurance and Risk.
  • Deputise for the Head of Savings Operations when required.

Experience and skills

  • Proven operational leadership in Savings Operations, Deposit Operations, Retail Banking Operations or a similar regulated banking environment.
  • Strong understanding of savings products and customer servicing operations, and experience leading Team Leaders or operational managers.
  • Knowledge of operational processing, payments, reconciliations and workflow management.
  • Experience using management information to manage performance, service levels and operational risk.
  • Experience supporting audits, complaints, incidents and remediation, and managing operational change, process improvements and business readiness.
  • Finova, operational management information or workflow platforms, Continuous Improvement or Operational Excellence, and GDPR understanding are listed as desirable.

Hours

  • Monday to Friday, 9:00am–5:30pm.

Working pattern

  • Hybrid working pattern, stated as 50/50.

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