Customer Service & Operations Delivery Manager

Join us as a Customer Service and Operations Delivery Manager

• Take this opportunity to work in Private Banking Wealth Management (PBWM) and make a positive impact to our customers and colleagues
• You'll be actively participating in initiatives to improve customer service, processes and procedures while honing your analytical skills
• In this role, you'll manage key stakeholder relationships, grow your network and position yourself to meaningful career advancement in a fast-paced environment
• We're offering this role at associate level

What you'll do

As a Customer Service and Operations Delivery Manager, you'll bring expert insight into how regulatory, system, process, product or customer-proposition changes impact your operation. You'll analyse how shifts in the operating model affect procedures, turning that insight into clear recommendations, hands-on business system support and well-managed communication across the organisation. Working closely with colleagues across the bank, you'll make sure delivery stays tightly aligned with operational requirements and always focused on what our customers and the business need most.

You'll be responsible for:

• Producing clear, accurate policy-related reports and MI to make sure assurance and compliance objectives are met
• Keeping accurate records of day-to-day operations, logging incidents and identifying trends
• Driving team performance across workflows delivered within Private Bank operations
• Measuring team delivery against KPIs and service level agreements
• Supporting the team's personal development and building long-term capability
• Reviewing manual or ineffective processes which could be automated or enhanced
• Acting as an internal consultant to shape effective standards, processes and controls
• Managing key controls and contributing to the maintenance of robust business continuity plans

The skills you'll need

Bring your experience in banking or loan-process operations within Private Banking, along with a solid understanding of best-in-class practices, to this crucial role in PBWM. Through your insight into the Private Banking sector, you'll anticipate clients' needs and help shape a more seamless customer experience.

We'll look to you to assess complex situations, collaborate effectively across teams, and adapt quickly as priorities shift. You'll draw on your knowledge and experience to make informed decisions that protect customers and support our business objectives.

You'll also bring:

• Strong knowledge of operations, process management and related products
• A clear understanding of internal and external regulatory frameworks
• A good grasp of the Private Banking industry and its customers
• Thorough familiarity with banking products, processes and systems

Hours

45

Job Posting Closing Date:

03/08/2026