Vice President, Operational Outcomes

Equiniti; United Kingdom; On-site; GBP 125,000 - 150,000; Full time

Job summary

A leading fintech company in the United Kingdom seeks a Vice President, Operational Outcomes to enhance customer experiences and streamline operations. This role involves designing service excellence strategies, leading cross-functional projects, and advocating for client needs at the executive level. Ideal candidates will have a background in operational excellence within financial services, alongside skills in data-driven decision-making and change management. The position offers competitive benefits and a chance to shape how the company engages with stakeholders.

Benefits

Equiniti Pension Plan matched up to 10%

Health and Wellbeing support

Flexible Benefits plan

29 days holiday + bank holidays

LinkedIn Learning investment

Qualifications

• Experience in operational excellence, process improvement, or transformation leadership.
• Preferably in financial services, fintech, or complex B2B organizations.
• Must demonstrate a continuous improvement mindset.

Responsibilities

• Design and implement global service excellence strategies.
• Lead cross-functional transformation projects.
• Promote continuous improvement and operational agility.
• Analyze service performance metrics for inefficiencies.
• Champion digital tools for service efficiency.

Skills

Operational excellence

Data-driven decision-making

Change management

Process standardization

Leadership of cross-functional teams

Education

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

Job description

Management Level

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.

EQ 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 EQ.

About EQ 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 EQ into the future by leveraging state-of-the-art technology and data-driven strategies to drive customer satisfaction and unlock new growth opportunities. EQ is not just supporting organisations – EQ is revolutionising how it engages with shareholders and manage their corporate lifecycle. From energising shareholder engagement and streamlining stock registers to facilitating seamless ownership transfers, dynamic shareholder meetings and efficient dividend payments, EQ is the backbone of global equity administration.

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

The Opportunity

The Vice President, Operational Outcomes is responsible for designing and implementing service excellence strategies to enhance customer experience, streamline operations, and improve service delivery. This executive leads cross-departmental initiatives focused on optimizing 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, optimizing workflows and service delivery
• Promote a culture of continuous improvement and operational agility
• Analyze service performance metrics to identify inefficiencies and drive data-informed decision-making
• Coach teams on best practices in service quality, process standardization, 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, Organizational Development, Business, or related field.
• Experience in operational excellence, process improvement, or transformation leadership, preferably in financial services, fintech, or complex B2B organizations.
• Service excellence and operational transformation
• Data-driven decision-making and analytics
• Change management and process standardization
• Leadership of cross-functional teams
• Strategic consulting and stakeholder management
• Continuous improvement mindset

What We Offer

Save For Your Future – Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%

All Employee Long Term Incentive Plan (LTIP) – Gives all EQ 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 4x salary with the ability to purchase enhance cover.

Employee discounts – Discounts and cashback at your favourite high street stores through our EQ 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 – Equiniti 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 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.