The Service Management Team forms part of the wider Operational department, and exists to ensure seamless delivery, stability, and continual improvement of our operations business services.
We provide end-to-end oversight of operational services, manage service performance, and drive efficiency through standardised practices.
The Operations Readiness Manager is a hybrid role designed to support both the ongoing effectiveness of the Service Management Team and the successful mobilisation of business readiness activity for a large back-office transformation programme.
The purpose of this role is to ensure that operational services are delivered in a stable, controlled and continually improving environment, while also supporting Operations to be prepared, informed, and engaged for new systems, processes, operating models, service arrangements and governance requirements. Working closely with Operations, Change, Technology, Risk, Compliance, Third-Party Providers and business stakeholders, the post holder will play a key part in translating transformation activity into practical, sustainable business outcomes.
Key responsibilities
- Support oversight of the day-to-day activities undertaken by Service Management Team.
- Support business readiness planning for the back-office transformation programme, ensuring activity is visible, coordinated and aligned to key programme milestones.
- Work with Transformation Leads, Business Champions, SMEs and operational managers to mobilise readiness activity across teams.
- Track and support completion of readiness deliverables such as procedures, process updates, training inputs, RCSA updates, BIA updates, service catalogue updates, role impacts and cutover preparation.
- Help define and evidence day-one readiness, including testing participation, training completion, process documentation, colleague engagement and operational support arrangements.
- Support the identification and escalation of readiness risks, gaps, dependencies and decisions required to enable successful adoption.
- Coordinate inputs from operational teams into trial runs, model office activity, migration preparation, cutover planning, go-live readiness and post-live stabilisation.
- Help translate project outputs into practical operational guidance, ensuring colleagues understand what is changing, why it matters and how it affects their role.
- Support business adoption activity by helping maintain clear communication, feedback loops, action tracking and stakeholder engagement across Operations.
- Act as a practical bridge between programme delivery and business operations, helping ensure project activity results in usable, embedded and sustainable ways of working.
Regulatory responsibilities | Compliance/T&C
- Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.
- Understand, follow and demonstrate compliance with all relevant internal and external rules, regulations and procedures that apply to the conduct of the business. Follow principles and rules of the Financial Conduct Authority (FCA) and the internal requirements set out in the Compliance Manual, local and Group Compliance and Risk policies.
About you | Qualifications, skills and strengths
Qualifications, Skills and Attributes:
- Attention to Detail - Ability to thoroughly and accurately complete tasks, resulting in high-quality outcomes
- Process Understanding - Ability to understand process steps, systems, and workflows to support business understanding
- Accountability - Exhibits strong accountability by taking ownership of tasks and responsibilities
- Effective Communication - Ability to communicate, clearly, concisely, and collaboratively
- Sets clear direction - Effectively sets clear directions by defining precise goals and expectations
- Culture - Can create an appropriate culture of client service within the team
- Prioritisation - Ability to identify and focus on the most important tasks, ensuring that resources and time are allocated effectively to achieve key objectives
- Ops Risk Management - Identifying potential risks to service delivery
- Relationship Management - Builds credibility and strong relationships with key internal/external stakeholders
- Change Management - Managing changes in service delivery processes and ensuring smooth transitions with minimal disruption
- Client focused - A commitment to understanding our client’s needs
- Strategic thinking - Developing and executing strategies to improve service delivery and align with organisational goals
- Strong Decision Making - Make informed decisions under pressure, balancing the needs of the clients, stakeholders, organisation
- Problem Solving - Quickly and effectively solving problems that arise in service delivery
- Data Analysis - Ability to analyse Mi (e.g. SLA/KPI) to identify Trends, issues, and areas for improvement
- Feedback Delivery - Providing constructive feedback that motivates and influences and guides improvements
- Technical Acumen - Understanding of Technology Stack and services offered
- Process Improvements - Actively engages and drives with change initiatives (and sees the benefits of change)
At TrinityBridge we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role. To avoid any ambiguity around fees, please note that speculative CVs received by TrinityBridge, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you. #LI-EM1 #LI-SY1
