Senior Manager - Customer Services Business Operations

Customer Service Strategy & Support is a critical enabling function, ensuring colleagues across our largest customer focused operational areas are equipped to deliver consistently strong outcomes for the Group's members and customers.

We now have the new opportunity to join us as the Customer Service Business Operations Lead who will play a central part in shaping how Customer Service enables the delivery of our overall Group strategy and our 'digital first, human always' mission.

This role will develop and support the ongoing development and measurement of the Group Channel Strategy, working closely with colleagues in the Chief Commercial Office and Group Strategy to define the role of each customer-facing channel, including our branches, contact centres, and complaints teams, as well as our operational support functions for retail, mortgages and business customers. The role holder will lead on strategic projects and initiatives aligned to the Channel Strategy, contributing to future transformation requirements and ensuring Customer Service needs are reflected in wider change activity.

This role works in close partnership with the Director of Customer Services and the Head of Customer Service Strategy & Support to define and track clear strategic objectives for the function. The person in post collaborates with Performance and Planning teams to design meaningful metrics, and brings together performance data and senior stakeholder insight to produce high‑quality updates for key governance forums, including the Group Executive and Board.

The role holder is also responsible for designing and managing an effective governance framework for Customer Service. This includes leading the planning and drafting of governance papers and supporting the Director of Customer Service and their leadership team through well‑structured forums and sessions that enable strong decision‑making and delivery against strategic priorities.

This role can operate from our Head Offices in Manchester or Binley, Coventry. As a Group role, travel to both locations will be required and a team-led hybrid working arrangement is in place.

For this role you'll need to have:

• Current or recent senior leadership experience within a customer centric, operational area
• Extensive track record of understanding customer needs and making a significant difference to their experience
• Evidence of creating and delivering against strategic plans.
• Highly persuasive and influential, skilled in managing stakeholders up to Executive level.
• Exceptional communications skills including the experience of writing effective papers for committees, risk forums or Exco
• Well organised and able to quickly make sense of large volumes of complex information.
• Ability to communicate complex subjects clearly to a non-technical audience
• Good planning, problem solving and decision-making skills
• Use of analytical tools and frameworks to make sense of data and input into decisions

Experience in these areas would be helpful:

• Financial services and or / regulated background.
• Experience in managing risk and inputting into risk forums