Savings Operations Manager

Hampshire Trust Bank Plc; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working (50/50)

25 days annual leave

Private medical insurance

Pension scheme with employer contrib.

Cycle to Work

Job summary

Hampshire Trust Bank Plc in London is seeking an experienced Savings Operations Manager to lead the day-to-day delivery of the Savings Operations function. You will manage ISA, Business and Servicing & Support Pods through Team Leaders, ensuring activity meets service, quality and risk expectations.

This leadership role combines people management with process improvement and risk oversight to deliver excellent customer outcomes and support growth of the savings business.

Qualifications

• Proven operational leadership within Savings/Deposit operations.
• Strong knowledge of savings products and customer servicing.
• Experience leading Team Leaders or operational managers.
• Proficient in operational processing, payments, reconciliations and workflow management.
• Experience using MI to manage performance and risk.
• Experience supporting audits, incidents and remediation.
• Experience managing change and business readiness.

Responsibilities

• Lead day-to-day operations across ISA, Business and Servicing & Support teams.
• Ensure service levels, productivity and quality are met.
• Monitor performance using MI to identify risks and opportunities.
• Manage capacity planning and workload balancing.
• Embed excellence and continuous improvement across teams.
• Lead, coach and develop Team Leaders.
• Foster high-performance culture focused on customer outcomes.
• Support recruitment, onboarding and development activity.
• Promote engagement, wellbeing and inclusion.
• Ensure customer outcomes are fair and timely.
• Escalate complex customer and operational issues.
• Collaborate with Customer Service to improve journeys.
• Monitor complaints and risks.
• Embed Consumer Duty and Treating Customers Fairly.
• Ensure adherence to policies and regulatory requirements.
• Support audits and remediation.
• Coordinate with Compliance, Financial Crime, QA and Risk.
• Deputise for Head of Savings Operations when required.

Skills

Operational leadership

Team leadership

Customer focus

Regulatory knowledge

Process improvement

Stakeholder management

Analytical ability

Tools

Finova

Job description

Location: London

Hours: Monday to Friday, 9:00am-5:30pm

Working Pattern: Hybrid (50/50)

Reports to: Head of Savings Operations

Department: Operations - Savings Operations

About the Role

We're looking for an experienced Savings Operations Manager to lead the day-to-day delivery of our Savings Operations function at Hampshire Trust Bank.

Managing our ISA, Business and Servicing & Support Pods through a team of Team Leaders, you'll be responsible for ensuring operational activity is delivered accurately, efficiently and in line with service, quality and risk expectations.

This is a highly visible leadership role that sits at the heart of our savings proposition. You'll combine strong operational management with people leadership, process improvement and risk oversight, helping to deliver outstanding customer outcomes while supporting the continued growth of our savings business.

We're particularly interested in candidates with experience in Savings Operations, Deposit Operations or Retail Banking Operations, who understand the servicing, processing and regulatory requirements associated with savings products.

Key Responsibilities

• Lead day-to-day operations across the ISA, Business and Servicing & Support teams
• Ensure service levels, workflow queues, productivity, quality and operational risk indicators are effectively managed
• Monitor operational performance and use MI to identify trends, risks and opportunities for improvement
• Manage capacity planning, workload balancing and operational priorities
• Embed operational excellence and continuous improvement across all teams

Leadership & People Management

• Lead, coach and develop a team of Team Leaders
• Drive a high-performance culture focused on customer outcomes, service quality and accountability
• Support recruitment, onboarding, training and development activity
• Build resilience through cross-training and capability development
• Promote colleague engagement, wellbeing and inclusion

Customer & Service Excellence

• Ensure operational activity delivers fair, timely and positive customer outcomes
• Act as an escalation point for complex customer and operational issues
• Work closely with Customer Service teams to improve customer journeys
• Monitor complaints, service failures, processing delays and customer-impacting risks
• Embed Consumer Duty and Treating Customers Fairly principles into operational delivery

Risk, Governance & Controls

• Ensure operational activities are delivered in accordance with policies, procedures and regulatory requirements
• Monitor operational incidents, errors, quality findings, complaints and control indicators
• Support audits, reviews and remediation activity
• Work closely with Compliance, Financial Crime, Quality Assurance and Risk teams
• Deputise for the Head of Savings Operations where required

Who You'll Work With

• Head of Savings Operations
• Customer Service Manager
• Savings Operations Team Leaders
• Savings Product & Commercial Teams
• Financial Crime
• Complaints
• Quality Assurance
• First Line Risk
• Compliance
• Internal Audit
• Technology & Transformation
• Data & Reporting Teams

What We're Looking For

Qualifications & Experience

• Proven operational leadership experience within Savings Operations, Deposit Operations, Retail Banking Operations or a similar regulated banking environment
• Strong understanding of savings products and customer servicing operations
• Experience leading Team Leaders or operational managers
• Strong knowledge of operational processing, payments, reconciliations and workflow management
• Experience using MI to manage performance, service levels and operational risk
• Experience supporting audits, complaints, incidents and remediation programmes
• Experience managing operational change, process improvements and business readiness activity

Skills & Attributes

• Strong people leadership and coaching capability
• Customer-focused with a commitment to delivering positive outcomes
• Strong operational and delivery mindset
• Risk-aware with a strong control focusExcellent stakeholder management and communication skills
• Analytical and comfortable using data to drive decisions
• Organised and able to manage competing priorities
• Continuous improvement mindset
• Calm, resilient and adaptable under pressure

Desirable

• Experience of Savings products and deposit operations
• Experience using Finova
• Exposure to operational MI and workflow management platforms
• Continuous Improvement or Operational Excellence experience
• Understanding of GDPR and Data Protection requirements

Benefits

• Competitive salary
• Discretionary annual bonus
• Hybrid working (50/50)
• 25 days annual leave (increasing with service) + Holiday Buy Scheme
• Private Medical Insurance (Bupa)
• Mental health & wellbeing support via Bupa
• Pension scheme - 8% employer contribution (non-contributory)
• Cycle to Work & Green Car Schemes
• Interest-free season ticket loan
• Study support & professional memberships
• Annual volunteering day & Net Zero commitment
• Zurich employee benefits package

If you're an experienced Savings Operations leader who enjoys developing teams, improving processes and delivering excellent customer outcomes, we'd love to hear from you.