Banking Operations Manager

Overview

In this role you will lead day-to-day retail banking operations across multiple UK sites, ensuring high-quality service for personal, business and mortgage customers. You’ll manage front-line teams in a relationship-focused bank, aligning with client leadership and Infosys delivery goals. You will drive governance, SLAs, and regulatory compliance while shaping improvements across sites. This is a chance to influence operational excellence, implement transformation initiatives, and support a multi-site banking operation. You will work closely with cross-functional stakeholders to sustain a high-performance, customer-centric operation.

Responsibilities

• Oversee day-to-day operational delivery across functions and sites
• Manage front-line teams at multiple UK locations (Leicester, Holborn, Guildford)
• Ensure delivery against SLAs, governance, and client relationships
• Lead transformation and continuous improvement initiatives
• Standardise processes across sites and functions
• Handle client senior stakeholder engagement and escalations
• Manage resource, career development, and performance for direct reports
• Maintain regulatory compliance and quality across sites
• Co-ordinate cross-site huddles and ensure consistent operations
• Drive change with minimal formal authority and strong stakeholder influence

Key requirements

• 8–10 years in UK retail banking operations
• Experience managing voice operations is advantageous
• Proven ability to deliver to SLAs, governance, and client relationships
• Track record in transformation and process standardisation
• Comfort working across multiple locations and with ambiguity
• Strong stakeholder engagement with senior clients
• Excellent time management, analytical, and decision-making skills
• Strong verbal and written communication
• Educational background: Bachelor

• interpersonal and relationship-building
• coaching and developmental feedback
• motivator and ability to generate operational energy
• regulatory compliance understanding
• automation and continuous improvement
• process improvement (Six Sigma/Lean) certifications

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