Senior Manager Customer Operations

Bank of Ireland; United Kingdom; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

26 days annual leave

Excellent pension contributions

Hybrid working

Job summary

Marshall Leasing, part of Bank of Ireland UK, seeks a Senior Manager, Customer Operations to lead customer services, fleet operations, vehicle purchasing, supplier partnerships, logistics and vehicle disposals. You will help shape operational and commercial strategy for around 350 corporate customers and 50 intermediaries managing about 17,000 vehicles.

This hybrid role is based in Huntingdon with at least 8 days per month in-person.

Qualifications

• There are no specific qualifications or minimum educational requirements needed for this role.

Responsibilities

• Lead customer operations and customer services teams, creating a positive ethos focused on delivering excellent outcomes for customers, drivers and colleagues.
• Drive operational excellence across fleet management activities, including vehicle ordering, logistics, fines and vehicle charges administration, governance and compliance.
• Develop and deliver purchasing and supplier strategies, building strong relationships with OEMs, dealers and service providers to secure value and service quality.
• Be responsible for vehicle disposal activities, ensuring efficient processes that maximise commercial returns while maintaining a positive customer experience.
• Partner with the Managing Director and senior stakeholders to support business growth, provide market insight and strengthen operational and commercial performance.

Job description

What is the opportunity?

This is an exciting senior leadership opportunity within Marshall Leasing, part of Bank of Ireland UK. As Senior Manager, Customer Operations, you will lead key operational areas including customer services, fleet operations, vehicle purchasing, supplier partnerships, logistics and vehicle disposals.

Working closely with the Managing Director, you will help shape operational and commercial strategy while supporting around 350 corporate customers and 50 intermediaries managing approximately 17,000 vehicles. This role offers the opportunity to influence business performance, enhance customer experiences and lead talented teams through a period of growth.

In this role, you will:

• Lead customer operations and customer services teams, creating a positive ethos focused on delivering excellent outcomes for customers, drivers and colleagues.
• Drive operational excellence across fleet management activities, including vehicle ordering, logistics, fines and vehicle charges administration, governance and compliance.
• Develop and deliver purchasing and supplier strategies, building strong relationships with Original Equipment Manufacturers (OEMs), dealers and service providers to secure value and service quality.
• Be responsible for vehicle disposal activities, ensuring efficient processes that maximise commercial returns while maintaining a positive customer experience.
• Partner with the Managing Director and senior stakeholders to support business growth, provide market insight and strengthen operational and commercial performance.

What will make you stand out?

• You will bring senior leadership experience within leasing, fleet management or a related environment, along with a strong customer-focused approach and the ability to balance critical thinking with operational delivery.
• You are skilled at leading diverse teams, developing capability and creating an environment where colleagues can perform at their best. Strong communication and relationship-building skills will help you work effectively with internal stakeholders, customers, suppliers and industry partners.
• You will be comfortable using data and insight to support decision-making, improve processes and identify opportunities for growth. Strong planning, organisation and problem-solving skills will also help you succeed in this role.

Experience with the following will help you stand out but is not required to apply for this role:

• Experience managing vehicle purchasing and supplier relationships.
• Experience of monitoring fleet disposal strategies and commercial performance.
• Advanced Microsoft Excel skills.

Essential qualifications

There are no specific qualifications or minimum educational requirements needed for this role.

More about the team

Marshall Leasing is part of Bank of Ireland UK and provides leasing and fleet management services to corporate customers across the UK. The team is committed to delivering reliable, flexible and customer-focused solutions that help businesses manage their vehicle fleets effectively.

You will join a collaborative leadership team that values partnership, accountability and continuous improvement. This role provides the opportunity to influence key business decisions, develop strong external relationships and contribute to the future success of the Vehicle Finance business.

This is a hybrid role, based primarily in Huntingdon. We typically ask colleagues to spend a minimum of 8 days per month working in-person to support collaboration and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team.

Why work with us

Bank of Ireland prioritises work-life balance with a commitment to hybrid working, along with 26 days annual leave and excellent pension contributions. We are committed to supporting flexible working arrangements where possible and appropriate for the role.

Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy along with working parent and carer supports.

Your health and wellbeing is important to us; we offer a substantial health insurance contribution, Employee Assistance Programme and financial wellbeing coaches.

We also encourage and support colleagues to pursue educational and professional qualifications to grow and enhance your career.

Key Competencies

• Customer Focused - Leader
• Better together - Leader
• Be Decisive - Leader
• Take Ownership - Leader
• Manage Risk - Leader

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email.Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.