Middle Office Team Leader

Metro Bank Plc; City Of London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading banking institution in London seeks a Middle Office Operations Manager to oversee a team, ensuring exceptional customer service and workflow efficiency. The ideal candidate will have a strong background in banking, team leadership experience, and a solid understanding of process improvements. This position offers hybrid working options and a competitive salary with various benefits including a bonus and career progression opportunities.

Benefits

Competitive salary

Discretionary annual bonus

Generous holiday allowance

Attractive pension scheme

Healthcare benefits

Qualifications

• Previous experience leading a team.
• Sound understanding of Business and Commercial Banking.
• Detailed knowledge of processes including account opening.

Responsibilities

• Line management of Commercial Banking Representatives.
• Responsible for all workflow management and resource planning.
• Take ownership of all incident management and operational controls.

Skills

Leadership

Customer service

Process design

Risk Management

Education

Background in Commercial, Corporate or Business Banking

Tools

T24

CRM

PowerBi

SharePoint

Job description

At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services – we’re building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long‑standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

Reporting into the Head of Middle Office Operations, this role will be responsible for the day‑to‑day running of an allocated team within Middle Office operations. You will act as a referral point for colleagues and stakeholders, provide approval across several tasks and organise the daily workflow, as well as support the team in ensuring deals complete in an efficient and timely manner and our customers (both internal and external) receive an excellent level of day‑to‑day service. You will also have a key role in implementing new processes and efficiency savings to ensure the Middle Office team operates well and provides the best experience possible.

What you will do:

• Line management of Commercial Banking Representatives. Promote opportunities to synergise, improve processes and develop a common approach.
• Hands‑on involvement with your team to ensure Middle Office provides the best service possible to our customers across all Metro Bank products and satisfies internal requirements such as KYC, Onboarding, ODD / CDD, timely Account Opening and related queries ensuring high right first time is maintained.
• Responsible for all workflow management and resource planning, stakeholder management, coaching, and team administration duties to maximise delivery.
• Focus on emerging trends and themes and be aware of changes to policies and procedures to ensure all risks are recorded and managed / tracked appropriately.
• Take ownership of all incident management, operational controls, and procedure updates; work with Risk to devise new operational controls as and when required, perform process confirmations across the tasks on team to find solutions to any issues and implement any process improvements.
• Conduct the performance reviews for your people, working with these individuals to set their objectives and address their performances well as aiding their professional development.
• Actively contribute to the departmental risk forum, taking ownership of actions and manage these through to completion.
• Attend customer meetings / events on your own or with our front‑line colleagues.
• Support the smooth integration of Middle Office, contribute to project work strategy. Drive the department’s continuous improvement initiatives and enhancements.
• Own and contribute to all Voice of the Colleague initiatives across the wider department, including working on any action plans and department strategies through to delivery.
• Maintain a positive internal network across all connected teams such as Commercial, Credit, Lending Operations, Financial Crime and establish trust and credibility.
• Coach the team and oversee the Training & Competency scheme for all new joiners and ensure colleagues progress through their journeys as outlined. Participate in all recruitment activities – CV reviews, interviews, and feedback.
• Assist other members of Middle Office and any other duties as reasonably required and to act as a representative for the team for any bank‑wide projects, and provide subject matter expert knowledge.

What you will need:

• Background in Commercial, Corporate or Business banking, ideally in a customer facing position.
• Previous experience leading a team. Awareness of process design and improvement techniques.
• Sound understanding of Business and Commercial Banking with experience reviewing and assessing new to bank customers from a Risk and Compliance perspective.
• A good working knowledge of different account offerings and services. Knowledge of systems including T24, CRM, PowerBi and SharePoint (or ability to pick up quickly).
• Detailed knowledge of processes and systems including lending, ongoing and enhanced due diligence, account opening and day‑to‑day servicing requirements.
• Experience in supporting the onboarding of new customers and addressing queries.
• A good understanding of Financial Crime, AML as well as TCF/conduct expectations. Able to provide KYC support onboarding and address queries.
• Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders.

Our promise to you…

• We will make sure that you are well‑rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!).

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates. Good luck!