Job Title: Operations Strategy Design Manager
Level: 12
Working Pattern: As a team, we work hybrid – attending the office 1-2 days a week to collaborate and stay connected
Closing Date: 13th August
Please note: In line with our Recruitment & Selection Procedure, the hiring team may close this vacancy early. If you're interested, we recommend applying as soon as possible.
You and Your Team
Reporting to the Senior Operations Strategy Manager, you'll play a key role in supporting strategic change and continuous improvement across Operations Strategy. From shaping and implementing new initiatives through to tracking outcomes and measuring success, you'll help drive meaningful improvements for both our customers and colleagues.
You'll contribute to the development and delivery of strategic plans and change portfolios, championing best practice, enhancing service standards, and helping ensure Operations Strategy continues to evolve in line with our customer and business goals.
What you’ll be doing
In this role, you’ll be responsible for:
- Supporting the delivery of strategic change and improvement initiatives across the Collections functions in Operations
- Helping develop and implement contact strategies that improve customer and colleague journeys and outcomes.
- Driving best practice and support continuous improvement in service standards and performance.
- Monitoring and evaluate the impact of initiatives, ensuring benefits are realised and sustained.
- Collaborating with stakeholders across the business to support successful change delivery and adoption.
What will help you succeed
We’d love to hear from you if you bring:
- Experience working within a UK regulated financial services environment, ideally in retail banking, credit cards or operations strategy.
- Strong analytical skills with the ability to interpret data, identify trends and turn insights into practical improvements.
- Experience supporting or delivering strategic change, process improvements or customer-focused initiatives.
- Confident building relationships and working with stakeholders at all levels, including senior leaders.
- Comfortable working with customer management systems and external partners, with strong communication and presentation skills.
You don’t need to meet every requirement to apply – potential and transferable skills are valued.
The Interview Process
Our average process takes around 4 weeks, though we’ll work around your availability. You’ll be supported throughout by our Talent Acquisition team.
Your Key Contacts
Talent Acquisition Partner: Javaid Crompton
Hiring Manager: Thomas Rogers
Internal candidates are encouraged to reach out informally before applying. A conversation with the Hiring Manager or Talent Acquisition team can help you understand the role, expectations and development opportunity.
A Few Things to Remember
- Please apply even if you don’t tick every box – curiosity, learning mindset and transferable skills matter.
- Your current flexibility matters. We aim to match your existing working arrangements where possible, so concerns about losing flexibility shouldn’t hold you back.
- Remember to discuss your application with your line manager before applying.
- Include an up-to-date CV – this helps us understand your experience and achievements.
- If you need any adjustments or support to apply or interview at your best, contact [email protected] and we’ll be happy to help.
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