Head Of Operations And Change (Financial Services)

CU Recruitment Ltd; Sydenham; Hybrid; GBP 50,000 - 55,000; Full time

Benefits offered by this job

4% employer pension

25 days holiday + bank holidays

Time off in lieu for extra hours

Free street parking near main office

Job summary

CU Recruitment Ltd. seeks an experienced Head of Operations and Change to lead day-to-day member-service operations across branches and back-office processes, with a focus on efficiency, compliance and customer experience.

You will drive system changes, develop staff, and translate strategic objectives into practical operational plans in collaboration with the CEO and senior staff.

Qualifications

• Operational leadership experience in financial services or other regulated environments.
• Proven management and process-improvement experience.
• Extensive line management in customer-facing operations.
• Ability to translate strategic objectives into operational delivery.
• Strong regulatory, governance, risk and compliance awareness.
• Experience working with vulnerable customers and delivering changes.
• Proven change-management experience in similar organisations.

Responsibilities

• Manage day-to-day member-service operations across branches, payments and back-office processing.
• Drive operational efficiency, service quality and continuous improvement.
• Lead the operational implementation of system changes and improved working practices.
• Ensure systems, processes and controls support sustainable growth.
• Translate CEO/Board objectives into practical operational plans.
• Collaborate with Senior Lending and Finance to align changes.
• Coach and develop the member-service team and manage role changes.
• Set objectives, monitor performance and conduct reviews.
• Promote accountability, empathy, integrity and continual improvement.
• Oversee workforce planning, training and succession planning.
• Take responsibility for the Virtual Branch and multi-channel communications.
• Champion accessible, inclusive member experience while meeting FCA Consumer Duty.
• Oversee complaints handling and service improvements.
• Monitor KPIs and data-driven performance; manage budgets and cost controls.
• Contribute to business continuity and operational resilience planning.
• Work with the CEO to establish priorities, controls and success measures.

Skills

Operational leadership

Change management

Regulatory awareness

Stakeholder management

Leadership

Data analysis

Customer service

IT literacy

Financial awareness

Strategic execution

Job description

Head of Operations and Change (Financial Services)

Permanent

Lewisham / Bromley (primarily branch-based, with limited home working available if necessary)

9am-5pm, Monday to Friday, including approximately one Saturday morning per month, and must be flexible to work overtime on rare occasions when crises require it. Time off in lieu always provided for overtime + for the one Saturday morning per month

£50,000 - £55,000 per annum + 4% employer pension + 25 days holiday plus bank holidays + time off in lieu for additional hours + free street parking available near the main office

This is an excellent opportunity for an experienced and people-focused operational leader to join a well-established organisation as Head of Operations and Change during a significant period of modernisation and growth.

Our client is a not-for-profit financial services organisation dedicated to improving financial inclusion and providing accessible, ethical financial services to local communities. Established for over 30 years, they serve people who live or work across Lewisham, Bromley, and surrounding areas, as well as employees of selected partner organisations.

They're looking for someone with operational leadership experience in financial services, banking, service centres, credit unions or another highly regulated environment, together with experience managing people in customer-facing operations and delivering organisational change. Reporting to the CEO and joining the senior management team, you will manage day-to-day member-service operations and translate strategic objectives into practical improvements.

You will lead and develop staff, improve processes and implement systems changes across branches, payments, back-office processing and digital service channels. Working closely with the CEO and alongside senior lending and finance colleagues, you will help shape this new role and deliver efficient, compliant and accessible services that meet members' needs.

The ideal candidate will combine strong operational judgement with empathy, emotional intelligence and a calm leadership style. You will bring a practical approach to change, a commitment to financial inclusion and an understanding of credit union principles and the UK regulatory environment. This is an opportunity to make a significant personal impact on both the organisation and the communities it serves. If this sounds like you and you're ready for your next career move, read on to find out more…

The role

Day-to-day responsibilities

• Manage day-to-day member-service operations across branches, payments and back-office processing.
• Drive operational efficiency, service quality and continuous improvement.
• Lead the operational implementation of systems changes and improvements to working practices.
• Ensure systems, processes and controls support sustainable organisational growth.
• Contribute to strategic planning and translate objectives set by the CEO and Board into practical operational plans.
• Work alongside the Senior Lending and Finance Officers to ensure a consistent approach and implement agreed changes.
• Manage, coach and develop the member-service team, including supporting changes to individual roles and responsibilities.
• Set clear objectives, monitor performance and conduct regular reviews.
• Promote a culture of accountability, empathy, integrity and continual improvement.
• Ensure appropriate workforce planning, training and succession planning.
• Take responsibility for the “Virtual Branch”, ensuring telephone, email and web channels are managed efficiently and consistently.
• Champion a high-quality, accessible and inclusive member experience, having regard to regulatory obligations including the FCA's Consumer Duty.
• Ensure services meet the needs of diverse member groups and oversee complaints handling and service improvements.
• Monitor operational performance against KPIs and service standards, using data to inform decisions.
• Manage operational budgets and cost controls within the role's remit, making effective use of resources.
• Contribute to business continuity and operational resilience planning.
• Work closely with the CEO to establish and develop the role, including its priorities, reporting lines, operational controls and measures of success.

Why would you want this role?

• Work for a not-for-profit organisation that gives back to its local community.
• Help shape a newly created senior leadership role as part of the senior management team.
• Make a significant impact on organisational change, service improvement and sustainable growth.
• Lead and develop people while improving the systems and processes that support their work.
• Work closely with the CEO and senior colleagues to turn strategic priorities into practical improvements.
• Help deliver accessible, inclusive financial services that make a difference to members' lives.

The Person

Essential

• Operational leadership experience within financial services, banking, service centres, credit unions or another highly regulated environment, such as insurance or legal services.
• Proven operational management and process improvement experience.
• Substantial line management experience within customer-facing operations, including performance management, staff development and handling difficult people-related matters.
• Experience translating strategic objectives into effective operational delivery.
• Strong understanding of how regulatory requirements affect operational decision-making.
• Customer-facing or customer service experience and the ability to deal appropriately with potentially vulnerable individuals.
• Proven change management experience within similar businesses.
• Strong governance, risk and compliance awareness.
• Excellent leadership, communication, people management and stakeholder management skills.
• Strong IT literacy and confidence supporting operational systems change.
• Ability to analyse operational data and information and use it to improve performance.
• Commercial and financial awareness.
• High integrity and professionalism, with fitness and propriety appropriate to a senior leadership role.
• A member-focused approach and strong alignment with the organisation's community purpose.
• Calm, empathetic and emotionally intelligent leadership style.
• Self-starter who can take initiative, adapt to change and shape a newly created role.
• Willingness to work primarily from the organisation's branches and attend different locations when required.
• Flexibility and willingness to work approximately one Saturday morning per month and occasional early or late hours when required, with time returned in lieu.

Desirable

• Knowledge of community finance and financial inclusion.
• Experience working across several functions within an organisation, such as operations, lending, finance or customer service, particularly within financial services or another regulated environment.
• Experience managing service centre operations.
• Experience supporting business continuity and operational resilience planning.
• Experience working within a credit union, member-owned or not-for-profit financial services organisation, or other charity-sector experience.
• Experience working with vulnerable people.
• Relevant professional qualification in management, banking, leadership, risk or change.
• Degree-level qualification.