Vice President, Operational Outcomes

Equiniti; Greater London; On-site; GBP 100,000 - 150,000; Full time

Benefits offered by this job

Equiti Pension Plan – matches up to 10%

Long Term Incentive Plan

Employee Assistance Programme

Employee discounts through Equiti Wins Platform

Flexible Benefits Plan

29 days holiday + bank holidays

Learning & Development opportunities

Job summary

A leading fintech company in the United Kingdom seeks a Vice President of Operational Outcomes to enhance customer experience and streamline operations. You will design service excellence strategies, lead cross-functional projects, and promote operational agility. The ideal candidate will have a degree in HR or related fields and significant experience in operational excellence, preferably within financial services. This role offers competitive benefits including a strong pension plan and opportunities for personal development.

Qualifications

• Experience in operational excellence, preferably in financial services or fintech.
• Strong background in process improvement or transformation leadership.
• Ability to analyze service performance metrics for decision-making.

Responsibilities

• Design and implement global service excellence strategies.
• Lead cross-functional transformation projects.
• Promote a culture of continuous improvement and operational agility.
• Analyze services performance metrics to drive data-informed decisions.
• Coach teams on best practices in service quality.

Skills

Operational excellence

Service quality

Change management

Data-driven decision-making

Leadership of cross-functional teams

Education

Bachelor’s degree in HR, Organisational Development, Business or related field

Job description

Vice President, Operational Outcomes

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

Equiniti is a fintech that connects the future of capital, communications, and governance, building trust and confidence in every market we serve. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join Equiti.

About Equiti Shareholder Services

Equiniti is undergoing a bold transformation, powered by a dynamic, newly formed leadership team that began their journey in 2025. This leadership team is steering Equiniti into the future by leveraging state‑of‑the‑art technology and data‑driven strategies to drive customer satisfaction and unlock new growth opportunities. Equiniti is not just supporting organisations – it is revolutionising the way it engages with shareholders and manages their corporate lifecycle. From energising shareholder engagement and streamlining stock registers to facilitating seamless ownership transfers, dynamic shareholder meetings and efficient dividend payments, Equiniti is the backbone of global equity administration.

But that’s just the beginning. Equiti’s mission is to digitise every aspect of shareholder interaction, making investments more accessible, transparent and more engaging than ever before. Equiti is leading the charge in dematerialisation, empowering issuers and shareholders to embrace a digital‑first experience. The acquisition of Notified has supercharged the organisation’s capabilities in investor relations and communications, making Equiti the only global technology partner dedicated to both public relations and investor relations solutions. Equiti’s commitment to agility and a client‑obsessed approach means they act fast, deliver exceptional service and always put their clients first.

The Opportunity

As Vice President, Operational Outcomes, you will design and implement service excellence strategies to enhance customer experience, streamline operations and improve service delivery. This executive leans cross‑departmental initiatives focused on optimising workflows, reducing service lead times and increasing operational agility. The role champions digital tools and automation, ensures compliance with SLAs and regulatory requirements and fosters a culture of continuous improvement across all service lines and geographies.

Roles and Responsibilities

• Design and implement global service excellence strategies
• Lead cross‑functional transformation projects, optimising workflows and service delivery
• Promote a culture of continuous improvement and operational agility
• Analyse service performance metrics to identify inefficiencies and drive data‑informed decision‑making
• Coach teams on best practices in service quality, process standardisation and change management
• Champion digital tools and automation to enhance service efficiency
• Ensure compliance with SLAs, regulatory requirements and internal quality standards
• Foster knowledge sharing and operational consistency across regions
• Oversee a portfolio of transformation projects, ensuring measurable impact on customer satisfaction and operational performance
• Serve as the voice of the customer, advocating for client needs at the executive level

Job Specifications

• Bachelor’s degree or equivalent in HR, Organisational Development, Business, or related field.
• Experience in operational excellence, process improvement or transformation leadership, preferably in financial services, fintech or complex B2B organisations.
• Service excellence and operational transformation.
• Data‑driven decision‑making and analytics.
• Change management and process standardisation.
• Leadership of cross‑functional teams.
• Strategic consulting and stakeholder management.

What We Offer

• Equiti Pension Plan – Equiti matches your pension contributions up to 10%
• All Employee Long Term Incentive Plan (LTIP) – gives all Equiti colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households; life assurance cover at 4× salary with the ability to purchase enhanced cover.
• Employee discounts – discounts and cashback at your favourite high street stores through our Equiti Wins Platform.
• Flexible Benefits – the ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – typically 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
• Learning & Development – investment in LinkedIn Learning for all colleagues.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note that any offer of employment is subject to satisfactory pre‑employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.

Seniority Level

Executive

Employment Type

Full‑time

Job Function

Finance and Marketing