Service Transformation Director, Client Operations

This review offers an insightful look into the Service Transformation Director opportunity within the Corporate & Institutional Banking (CIB) division. If you're a seasoned professional looking to make a significant impact on client service excellence, this role presents a compelling next step in your career.

Why This Opportunity Stands Out

The Service Transformation Director role is a pivotal position designed to lead a newly integrated team focused on enhancing client servicing across all interactions and journeys within CIB. This is a strategic leadership opportunity, reporting to the Head of Service Experience Transformation and working within the Client Operations function. The core of this role involves:

• Spearheading Client-Centric Service Innovations: You will be instrumental in shaping how the bank supports its corporate and institutional clients, aiming to deliver a differentiated and streamlined experience. A key focus will be the rollout of a new named contact model for premier clients, emphasizing proactive support and the use of data-driven insights to improve service delivery.
• Driving Operational Efficiency and Excellence: The role demands a focus on identifying and removing barriers within client journey interactions, leveraging subject matter expertise to resolve queries at first contact, and ensuring effective, regulatory-aligned complaint resolution.
• Strategic Leadership and Impact: You will provide strategic leadership for client experience within Client Operations and collaborate across CIB to shape and deliver the strategic vision for a differentiated service proposition. This includes driving high-quality data analysis to inform service enhancements and monitoring team performance for operational efficiency.
• A Culture of Inclusion and Growth: The organization is committed to being a leader in diversity, equity, and inclusion, creating an environment where everyone can thrive. They champion initiatives for a range of employee needs, including a dedicated Working with Cancer Initiative and robust support for colleagues with disabilities, including guaranteed interviews for eligible candidates.

Key Considerations for Your Career Path

When considering this role, it's important to align your skills and career aspirations with the demands and benefits of this position:

• Strategic Visionary: This role requires someone who can not only execute but also define and deliver strategic plans that directly impact client experience. If you excel at building and implementing solutions and possess strong situational judgment, this is a significant opportunity to shape strategy.
• Deep Commercial Acumen: A strong understanding of Corporate Banking clients, their diverse needs, and commercial banking products (lending, markets, trade solutions) is essential. Your ability to translate this understanding into service improvements will be key.
• Exceptional Communication and Collaboration: The capacity to influence and align stakeholders across various teams and functions is crucial for success. You'll be a key liaison, ensuring a cohesive and enhanced service proposition.
• Data-Driven Decision Making: A strong aptitude for data literacy and an ability to leverage data insights to identify opportunities for improvement are vital. You'll be expected to use management information to track performance and drive operational efficiencies.
• Client-Centric Mindset: A genuine passion for client service and a track record of leading high-performing teams focused on operational excellence are paramount.
• Flexible Working Options: The role offers hybrid working, requiring at least two days per week (or 40% of time) in one of their office sites (Birmingham, Edinburgh, or London). This flexibility allows for a balance between in-office collaboration and remote working.
• Attractive Compensation and Benefits: With a competitive salary starting from £83,000+, a generous pension contribution (up to 15%), annual performance-related bonuses, share schemes, extensive holiday allowance (30 days + bank holidays), and comprehensive wellbeing initiatives, this role offers substantial rewards.

This Service Transformation Director position offers a unique chance to lead significant change within a respected financial institution. It's an opportunity for ambitious leaders to leverage their strategic, commercial, and interpersonal skills to elevate client experience and drive business growth, all within a supportive and inclusive work environment.