| Role Information | Operations Manager
Client Retail Banking Operations |
| Designation | Operations Manager (JL 5A/5B) |
| Broad Overview of the Client and the Role | Employee will work within the Client’s UK retail banking operations, delivered by Infosys across multiple Client locations in the UK. The Client is a UK high-street bank known for its distinctive community banking model, delivered through ‘stores’ rather than traditional branches, servicing personal, business and commercial customers alongside a growing specialist mortgage and commercial lending business. The role covers day-to-day operational delivery across functions that will include key banking functions depending on site and portfolio allocation. The successful candidate will manage front-line teams directly, ensuring the Client’s customers consistently receive the standard of service expected of a relationship-led, community-focused bank. This is a non-voice role, although teams may be required to perform some voice contact with customers. |
| Reporting Line & Basic Expectations | Â - Will report into the Senior Services Head / account leadership for the Client relationship
- Will manage front-line teams across one or more of the Client’s operational locations (Leicester, Holborn, Guildford), with team size confirmed by site and process
- Minimum of 8 to 10 years of experience in UK retail banking, with UK-based career history
- Experience managing voice operations will be an advantage, reflecting the blended voice/non-voice nature of several Client processes
- Proven experience of UK-based operations management - delivering to SLAs, running governance, managing client relationships and developing team members
- Strong track record in transformation, not just steady-state operational management
- Ability to standardise processes across sites and functions will be a strong advantage
- May be needed to work out of more than one location
- Must be comfortable dealing directly with Client senior stakeholders on a day-to-day basis, not only through escalation
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| Role Specifics |
OVERALL PERSONALITY- Demonstrates an understanding of UK business practices, professional standards, and customer service expectations, with the ability to represent a relationship-focused banking brand.
- Must be a good coach, able to give specific, actionable and developmental feedback, and a strong motivator who creates genuine operational energy
- Must work confidently across units, functions and sites to bring the right stakeholders together for the good of the wider team
- Must be comfortable working with ambiguity across a multi-site, multi-function remit
- Must have strong administrative and organisational skills
- Must be a high-performance influencer, able to land change without formal authority over every stakeholder involved
GOVERNANCE DRIVERS- Carry daily huddles that bring the Client and Infosys teams onto the same page for day-to-day operations - includes, critically, bridging the culture between both organisations
- Ensure parameters such as reporting, training, feedback, QC/QA are all executed consistently as per plan, across every site in scope
- Build strong working partnerships with the Infosys team to ensure delivery consistently meets or exceeds minimum stated expectations
- Meet and exceed target SLAs and KPIs across all in-scope functions and locations
- Ensure process and regulatory compliance at every site; regulatory adherence is non-negotiable in a UK banking environment
- Demonstrate strong ownership across all customer escalations and complaints arising from in-scope processes
- Manage resource planning, career planning and performance management for direct reports, driving transparency and accountability at every level
- Control attrition through appropriate engagement and fair, transparent performance management
ENABLERS- Conduct quality assessment across all sites and ensure the right people are in the right roles at all times
- Ensure team members have the knowledge, training and nesting support needed to deliver effectively against target
- Actively support and help drive the automation and continuous improvement agenda at Infosys
- Partner with the right resources to shape operational strategy. Includes conducting needs assessments, performance reviews, capacity planning and cost/benefit analysis across the multi-site footprint
- Act as a standardisation champion, identifying where processes differ unnecessarily across whichever site you are allocated to (Leicester, Holborn or Guildford) as well as how these processes run offshore, and close any gaps
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| Required skill set | Â - Demonstrates strong interpersonal and relationship-building skills, with the ability to engage effectively with colleagues, customers and stakeholders.
- Minimum of 8 to 10 years of relevant experience in UK retail banking operations, ideally spanning more than one banking function
- Experience in voice operations management will be an advantage
- Must understand regulatory aspects of banking
- Must possess strong:
- Time management, prioritisation and organisational skills
- Analytical skills to accurately assess operational and quality trends
- Decision-making skills to take appropriate, timely action
- Ability to exercise discretion and good judgment, acting independently and effectively on complex problem resolution
- Able to clearly articulate decisions with appropriate reasoning to both Infosys and Client stakeholders
- Must possess excellent verbal and written communication skills
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| Educational | Â - Bachelors, MBA or equivalent relevant qualification required
- Must have a proven record of outstanding performance
- Retail banking, risk/compliance or operations-related certifications will be an advantage
- Any call centre specific certifications, Six Sigma/Lean/Process Improvement and/or automation projects will be an advantage
- Any management related training will be an advantage
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