Head of Operations

Recognise Bank; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

A modern financial institution in Greater London seeks a skilled Head of Operations to lead the operational delivery of lending and savings activities. Candidates should have over 10 years of experience in operational leadership within financial services. The role emphasizes regulatory compliance and customer-focused outcomes, requiring expertise in managing operational functions and improving processes. This is an opportunity to shape operational excellence in a dynamic environment offering hybrid working and competitive benefits.

Benefits

Competitive Time Off

Work From Anywhere

Learning & Development

Hybrid Working

Private Medical Care

Enhanced Pension Scheme

Maternity, Paternity & Adoption Pay

Discretionary Company Bonus

Qualifications

• Minimum of 10 years’ experience in operational leadership roles within financial services.
• Demonstrated ability to lead teams through change and transformation.
• Deep understanding of regulatory requirements and operational risk within banking.

Responsibilities

• Lead operational delivery of lending and savings activities across the Bank.
• Ensure high performance, regulatory compliance, and outstanding customer outcomes.
• Manage internal teams driving operational execution and process improvements.

Skills

Operational leadership

Risk management

Strategic planning

Customer experience improvement

Compliance adherence

Job description

Hello,

We are Recognise Bank – a modern business bank built to support the UK’s SMEs with tailored lending and savings solutions. Founded in 2017 by experienced business owners, we set out to challenge traditional banking by offering more flexibility, understanding, and practical support to help businesses thrive. Since receiving our banking licence in 2021, we’ve built a loyal customer base and a strong, diverse team that puts people first.

Our vision is building stronger futures with bespoke financial solutions. We understand that no two financial needs are the same, which is why we work closely with UK SMEs and individuals to unlock potential others often overlook. Through smart, flexible lending and savings products, we’re here to build and grow stronger futures for lasting success.

Our values shape how we work and grow together:

💪 Can do, will do: We take ownership, solve problems, and adapt as our customers’ needs evolve.

✨ Be brilliant: We show up with curiosity and energy, always striving for better.

🤝 Do the right thing: We act with integrity, responsibility, and care in everything we do.

💡Make a difference: We focus on impact, helping our customers, colleagues, and communities succeed.

About the role

As a Head of Operations, you lead and manage the operational delivery of lending and savings activities across the Bank, ensuring high performance, regulatory compliance, and outstanding customer outcomes. Your responsibilities encompass oversight of the entire lending lifecycle, from post‑underwriting completions through drawdown, in‑life servicing, portfolio management, arrears and recoveries, to savings operations.

In this leadership capacity, you will manage internal teams that form the core engine of the business, driving operational execution, supporting change initiatives, and fostering a culture of continuous improvement.

The role demands deep operational expertise in bridging lending, with a comprehensive understanding of its regulatory, customer, and risk dimensions. You will be accountable for maintaining operational excellence, regulatory compliance, and strong governance within the function, providing effective oversight of third‑party relationships, and continuously enhancing performance across all operational areas.

Key Responsibilities

• New Business Operations (Completions)
• Lead and manage the team responsible for progressing credit‑approved deals to drawdown, ensuring timely, accurate, and efficient loan completion.
• Oversee drawdowns, KYC/AML compliance, and third‑party suppliers (solicitors, valuers), ensuring service quality and SLA adherence.
• Collaborate with Lending, Credit, Legal, and Compliance to deliver a seamless and compliant customer experience.
• Monitor pipeline activity and team performance, driving process improvements, automation, and operational excellence.

• Portfolio Management (In‑Life Servicing)
• Lead the team managing ongoing loan servicing, including queries, variations, renewals, redemptions, extensions, covenant monitoring, and arrears.
• Ensure risk management, regulatory compliance, and effective complaint resolution, including customers in vulnerable circumstances.
• Drive process improvement, automation, and continuous enhancement of servicing efficiency and customer experience.
• Oversee MI and reporting to monitor performance and support governance.

• Savings Operations
• Manage savings operations and relationships with NSSL and deposit aggregators to ensure service delivery, SLA adherence, and positive customer outcomes.
• Oversee operational risk, data integrity, customer communications, and change initiatives, including product launches and regulatory updates.
• Collaborate with Compliance, Risk, and Technology teams to maintain governance, mitigate risks, and support continuous improvement.

• Leadership & Strategic Contribution
• Provide operational leadership and strategic input, supporting the COO in driving transformation and change programmes.
• Serve as the operational subject matter expert, guiding process design, testing, and implementation.
• Foster a high‑performance culture focused on accountability, operational excellence, and customer‑centric processes.

• Corporate Responsibilities
• Comply with company policies, risk management, and regulatory requirements.
• Maintain adherence to financial crime and reporting obligations.

Required Skills & Experience

• Experience
• Minimum of 10 years’ experience in operational leadership roles within financial services, ideally across lending and savings.
• Experience in bridging lending is essential; experience in other types of lending is beneficial.
• Proven track record of managing operational functions, including completions, servicing, arrears, and collections.

• Operational & Strategic Skills
• Proven ability to bridge across functions, aligning operational delivery with strategic, risk, compliance, and customer objectives.
• Strong experience in managing third‑party relationships, including outsourcers, legal firms, valuers, and deposit aggregators.
• Execution and performance‑driven, with a strong focus on meeting operational targets and delivering results.
• Comfortable operating at a senior level, with experience contributing to strategic planning and executive‑level discussions.

• Regulatory & Risk Expertise
• Deep understanding of regulatory requirements and operational risk within a banking environment.
• Strong understanding of KYC and AML frameworks and their operational implementation within lending.
• Experience in complaint handling, vulnerable customer management, and delivering fair customer outcomes.

• Leadership & Change Management
• Demonstrated ability to lead teams through change, transformation, and continuous improvement initiatives.
• Strong analytical and decision‑making skills, with experience using MI to drive performance and governance.

Why Join?

At Recognise Bank, we’re building more than a bank — we’re creating a culture where people feel empowered to make a difference 💡, supported to be brilliant ✨ with a can do will do attitude, and trusted to do the right thing 🤝.

We believe that when our people thrive, so do our customers. That’s why we invest in an environment that reflects our values and supports your growth, flexibility, and wellbeing.

Here’s what you can look forward to:

🌴 Competitive Time Off – Generous annual leave plus bank holidays to rest, recharge, and enjoy life outside of work.

🌍 Work From Anywhere – Up to 4 weeks per year to work remotely from anywhere in the world.

📚 Learning & Development – Tailored training and support to grow your skills and achieve your professional goals.

🏠 Hybrid Working – To support your work‑life balance, we offer a hybrid working model with 3 days in the office and 2 days remote.

🩺 Private Medical Care with Vitality – Comprehensive healthcare including optical and dental coverage to keep you healthy.

💼 Enhanced Pension Scheme – Helping you plan and save for a secure future.

👶 Maternity, Paternity & Adoption Pay – Supporting you and your family during important life moments.

🎉 Discretionary Company Bonus – Rewarding your contribution to our shared success.

If you’re curious, driven, and ready to be part of something meaningful — where your ideas matter, your growth is supported, and your work makes a real impact — then we’d love to hear from you.

Recognise Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.