DIGITAL OPERATIONS MANAGER

Job details

Digital Banking is growing at a pace. Our goal is simple; to be the best Internet Bank for our customers and we remain on track to realise our ambition. We’re committed to be the best digital bank for consumers and commercial businesses in the UK and we’re already a leader in the field with over ten million active digital retail customers, four million of whom regularly use mobile banking. We continue to grow at a rate that outstrips our competition and deliver against our challenging expansion plans, whilst maintaining excellence in customer service delivery. 

So, there’s never been a better time to join us.... 

We’re now looking for experienced candidates to join our established Core Operations and Implementation team, supporting changes introduced by the Digital Transformation Programme, greater activity in Commercial Banking Online, the greater rate of adoption of new devices such as mobile and tablet and the increased operational expertise required to support group digital platforms. As the Digital business grows we need to build our capability and also build strong relationships with other areas of the Bank. 

Joining the Core Ops team, you’ll support the 24/7 Team with managing live operational incidents through to resolution. You’ll bring a continuity element to the team during these live service incidents, chairing Business calls, conducting deep dive into service issues and provide a vital link and communication between the IT Service Delivery and Support functions and key business stakeholders. It’s essential that you’re able to build and maintain credibility and collaborative relationships at all levels, with the key Digital stakeholder business units including Telephony, Sales & Marketing and Group Operations. In addition to incident management, you’ll be vital in supporting the Digital Business with the implementation of BAU change through to production (live), validating User Acceptance Testing Plans, assessing risk logs, risk assessments, communicating issues and risks to technical and non-technical stakeholders. Your proactive approach will enable you to identify and initiate service and process improvements, prepare the team for operational change and you will be responsible for co-ordinating the full Digital Change schedule, facilitating various forums, challenging Change Requestors ensuring critical clash management risks have been eradicated. 

To be successful, you’ll have proven experience in a similar Incident/Service/Ops Management role and ideally within an FS/Banking environment. As a technically minded individual, it would be advantageous to have an ITIL certification and a ‘customer centric’ approach is essential! Customers are at the heart of everything we do. 

You'll enjoy our total commitment to your on going personal and professional development and making you feel valued is important so we offer a competitive salary, performance-related bonus, a flexible benefits system to suit your lifestyle, contributory pension scheme and wider colleague benefits from private health to colleague products and share schemes.