Senior Operations Specialist

MUFG Pension & Market Services; Leeds; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

26 days annual leave plus additional wellness days

Health and lifestyle benefits

Company pension scheme

Medical insurance

Life assurance

Job summary

A global financial services provider is seeking a Senior Operations Specialist to join their Leeds team. This hybrid role involves optimizing processes, enhancing customer journeys, and leading change initiatives across the organization. Candidates should have substantial experience in the financial sector, excellent communication skills, and the ability to analyze and improve workflows. The position offers opportunities for career development within a supportive environment.

Qualifications

• Strong, demonstrable experience within financial services.
• Exceptional verbal and written communication skills.
• Resilience, adaptability, and proactive personality.
• Excellent communication with stakeholders at all levels.
• Ability to learn complex processes and translate to actionable insights.
• Familiarity with regulatory considerations in financial services.

Responsibilities

• Lead future-focused change to systems and processes.
• Identify opportunities to improve service delivery.
• Document processes and maintain compliance.
• Analyse journeys to ensure intuitive, compliant processes.
• Contribute to solution design and operational readiness.
• Deliver change projects with measurable impact on customer journeys.
• Act as SME for operational processes, risks, and improvements.
• Document processes, controls and procedures to best practice.
• Support new initiatives, systems and regulatory changes.
• Monitor outcomes and drive continuous improvement.
• Collaborate with Operations, Technology, Risk & Compliance and Change Management.

Skills

Strong experience in financial services

Process analysis and improvement

Understanding of customer journeys

Excellent communication skills

Quick learner of complex processes

Customer-focused and analytical mindset

Experience with process mapping tools

Ability to work in a fast-paced environment

Lean Six Sigma or continuous improvement experience

Digital transformation awareness

Risk, controls & regulatory knowledge

Tools

Power BI

Visio

PM tools

Job description

The global, digitally enabled MUFG group empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences. A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Overview

The Senior Operations Specialist will join the team on a hybrid basis from our central Leeds office, so you will need to be within a commutable distance to enable you to be in the office each week. You will be a highly knowledgeable, proactive technical and change specialist, developing deep expertise across end-to-end processes, systems and products and acting as a trusted advisor to stakeholders, ensuring solutions are aligned with customer needs, regulatory requirements and business objectives. The role holder will act as a critical advisor to and member of the Strategic Change Programme, ensuring critical thinking skills are applied to proposed solutions, which will ensure smooth customer journeys and operational excellence are delivered. You’ll be an Operations expert – systems, processes, products – as well as a strategic thinker who is able to challenge the status quo, understand market drivers and future state TOM and confidently put your view forward to influence broader thinking and plans. You’ll get the chance to follow your chosen career path anywhere in MUFG Pension & Market Services. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

Benefits

• 26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year
• Health, wellbeing and lifestyle rewards that can be tailored to support you and your family. Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions; Car Salary Sacrifice scheme
• Appreciate programme: Employee recognition programme
• Company Pension Scheme
• Medical insurance
• Life Assurance
• Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave

The skills you’ll need

• Strong, demonstrable experience within financial services, for example investments, banking, dealing and payments
• Demonstrated expertise in process analysis, improvement or transformation
• A deep understanding of customer journeys and operational workflows
• Exceptional verbal and written communication skills, with an ability to build and maintain strong working relationships with a variety of stakeholders at all levels
• An ability to quickly learn complex processes and translate them into actionable insights
• Resilience, adaptability, agility and a curious and proactive personality, with a willingness to dive deep to understand processes
• Customer-focused thinking with an analytical mindset, attention to detail and problem-solving capability
• Experience with process mapping and MI reporting tools, e.g. Power BI, Visio and PM tools
• An ability to feel comfortable working in a fast-paced environment with evolving priorities
• Lean Six Sigma or continuous improvement experience
• Exposure to digital transformation or automation initiatives
• Knowledge of risk, controls and regulatory considerations

Day to Day

• Lead and support future-focused change to systems development, process optimisation, transformation and customer experience
• Identify opportunities to streamline workflows, reduce inefficiencies and improve service delivery
• Analyse customer journeys to ensure processes are intuitive, compliant and customer centric
• Provide input into solution design, ensuring practicality and operational readiness
• Successfully deliver change projects and improvement initiatives to enable a positive impact on customer experience and journey outcomes
• Act as the primary subject matter expert, providing guidance and insight on operational processes, risks and improvements
• Document processes, controls and procedures, ensuring they are clear, up-to-date and aligned with best practice
• Support the implementation of new initiatives, systems and regulatory changes
• Monitor outcomes and performance metrics to drive continuous improvement
• Collaborate with cross-functional teams, including Operations, Technology, Risk & Compliance and Change Management

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.