Platform Lead, Customer Ops & Communications

LHV Bank; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Open and inclusive culture

Fantastic offices

Vitality Health Plan

Life assurance - 4 x salary

Income protection insurance - 75%

28 days holiday + 3 days

Swappublic/bank holidays

Enhanced family friendly policies

Discounts (retail)

Team Socials

Job summary

LHV Bank is expanding its London-based Customer Operations team with a Product Manager role focused on customer operations and communications platforms. You will own the platforms and processes across Salesforce, support tooling, telephony and communications delivery, in partnership with Compliance, Risk and Engineering.

Bring strong product management fundamentals, comfort in a detailed, regulated setting, and the ability to drive measurable improvements while reducing risk.

Qualifications

• Strong product management experience, ideally in platform or operations-focused roles.
• Experience working with CRM systems, ideally Salesforce, and operational tooling.
• Experience in regulated environments, ideally UK financial services.
• Strong understanding of operational processes and control environments.
• Comfortable working with technical systems, configurations and integrations.
• Strong communication and stakeholder management skills.
• High ownership mindset, with flexibility to support wider Product priorities where it adds value.

Responsibilities

• Own end-to-end delivery across platforms and processes within scope.
• Define clear problems, outcomes and success measures.
• Maintain ownership from analysis through to implementation and ongoing optimisation.
• Own day-to-day management and improvement of Salesforce and associated tooling.
• Ensure platforms are configured effectively to support customer operations.
• Identify and resolve inefficiencies in processes and tooling.
• Maintain clear, structured ownership of system behaviour and process flows.
• Monitor operational performance, identifying issues, risks and improvement opportunities.
• Ensure processes are robust, repeatable and auditable.
• Own reporting, audit evidence and quality management across the domain.
• Ensure customer communications are accurate, timely and delivered effectively.
• Improve how communications are triggered, managed and monitored.
• Shape future direction for how the bank communicates with customers as needs evolve.
• Balance operational efficiency with customer experience and clarity.
• Ensure processes and platforms support regulatory requirements, including GDPR and SARs.
• Work closely with Compliance and Risk to interpret and implement requirements.
• Maintain audit readiness and control effectiveness.
• Identify and mitigate operational and regulatory risk.
• Work closely with Engineering to deliver changes across platforms and integrations.
• Engage confidently on system behaviour, configurations and constraints.
• Contribute to solution design while respecting engineering ownership of implementation.
• Work closely with Customer Operations, Customer Services, Compliance, Risk and Engineering.
• Communicate clearly and bring stakeholders together to resolve issues and drive improvements.
• Support alignment across teams in an increasingly complex domain.

Skills

Product management

CRM systems

Salesforce

Regulated environments

Stakeholder management

Operations tooling

Tools

Salesforce

AWS Connect

Job description

LHV Bank is expanding its London-based Customer Operations team with a Product Manager role focused on customer operations and communications platforms. You will own the platforms and processes across Salesforce, support tooling, telephony and communications delivery, in partnership with Compliance, Risk and Engineering.

Bring strong product management fundamentals, comfort in a detailed, regulated setting, and the ability to drive measurable improvements while reducing risk.