We provide flexible financial solutions designed to help businesses and individuals grow and succeed.

Established by experienced business owners, we offer a practical alternative to traditional banking, combining tailored lending and savings products with hands-on support. Since receiving our banking licence, we have built a loyal customer base and a strong, diverse team committed to helping clients achieve their financial goals.

Our approach focuses on understanding each customer’s unique needs. By offering smart, adaptable solutions, we help businesses and individuals unlock opportunities and build long-term, sustainable success.

About the Role

As Head of Operations, you will lead and oversee the end-to-end operational delivery of the Bank’s lending and savings functions, ensuring high performance, regulatory compliance, and outstanding customer outcomes. Your remit spans the full operational lifecycle — from post-underwriting completions through drawdown, in-life servicing, portfolio management, arrears and recoveries, to savings operations.

This is a senior leadership position at the core of the organisation, responsible for managing and developing internal teams that drive operational excellence and business execution. You will play a key role in supporting change initiatives, embedding strong governance and compliance frameworks, and fostering a culture of accountability, efficiency, and continuous improvement.

The role also carries responsibility for ensuring robust operational governance, effective oversight of third-party relationships, and the continual enhancement of performance across all operational areas.

Key Responsibilities

New Business Operations (Completions):

• Lead the team managing credit-approved deals through to drawdown, ensuring timely, efficient, and compliant completions.
• Oversee drawdown processes, KYC/AML compliance, and collaboration with Lending Managers, Underwriters, Legal & Compliance.
• Manage relationships with third-party suppliers (solicitors, valuers) to ensure high-quality service and adherence to SLAs.
• Monitor pipelines, team performance, and drive automation and process improvements to enhance efficiency and customer experience.

Portfolio Management (In-Life Servicing):

• Lead servicing of the loan book, including queries, variations, renewals, redemptions, extensions, and covenant monitoring.
• Ensure operational processes support risk management, regulatory compliance, and customer retention.
• Oversee complaints, arrears management, and recoveries, embedding best practice for vulnerable customers.
• Drive automation, MI reporting, and continuous improvement across servicing activities.

Savings Operations:

• Lead oversight of savings operations, including NSSL and deposit aggregators, ensuring SLA adherence, regulatory compliance, and excellent customer outcomes.
• Monitor performance, operational risk, data integrity, and customer communications.
• Oversee change initiatives (product launches, regulatory updates, process improvements) and ensure alignment with internal policies, risk appetite, and regulatory requirements.
• Provide assurance to senior management and regulators on outsourced arrangements.

Leadership & Strategic Contribution:

• Contribute to strategic planning, operational delivery, and cross-functional initiatives.
• Support the COO in operational transformation and change programmes.
• Serve as operational SME, driving process design, testing, and implementation.
• Promote a high-performance culture, operational excellence, and continuous improvement across all teams.

Corporate Responsibilities:

• Comply with company policies, risk management, and regulatory obligations.

Required Qualifications

Experience:

• 10+ years in operational leadership within financial services, ideally across lending and savings.
• Managed operational functions including completions, servicing, arrears, and recoveries.
• Experience managing third-party relationships: outsourcers, legal firms, valuers, deposit aggregators.
• Led teams through change, transformation, and continuous improvement initiatives.
• Experienced in complaint handling, vulnerable customer management, and delivering fair customer outcomes.
• Comfortable contributing to strategic planning and executive-level discussions.

Education & Certification:

• Relevant degree or professional qualification in finance, business, or related field (if applicable).
• Certified role under the Senior Manager & Certification Regime.
• Material Risk Taker under the Senior Manager & Certification Regime.

Skills:

• Strong understanding of regulatory requirements, operational risk, and KYC/AML frameworks.
• Analytical and decision-making skills, using MI to drive performance and governance.
• Execution and performance-driven, focused on meeting operational targets.
• Leadership, team management, and process improvement expertise.

Mindset:

• Customer-focused with commitment to fair outcomes.
• Continuous improvement and innovation-oriented.
• High-performance and results-driven.
• Resilient and adaptable in complex, changing environments.

Why Join?

We’re building more than a workplace — we’re creating an environment where people feel empowered to make a difference, supported to excel, and trusted to do the right thing. We believe that when our people thrive, so do our customers. That’s why we invest in a culture that reflects these values and supports your growth, flexibility, and wellbeing.

Here’s what you can look forward to:

• Generous Time Off – Annual leave plus bank holidays to rest, recharge, and enjoy life outside of work.
• Work From Anywhere – Up to 4 weeks per year to work remotely from anywhere in the world.
• Learning & Development – Tailored training and support to grow your skills and achieve your professional goals.
• Hybrid Working – A flexible working model with a mix of office and remote days to support work-life balance.
• Private Medical Care – Comprehensive healthcare including optical and dental coverage.
• Enhanced Pension Scheme – Helping you plan and save for a secure future.
• Maternity, Paternity & Adoption Pay – Supporting you and your family during important life moments.
• Discretionary Bonus – Rewarding your contribution to shared success.

If you’re curious, driven, and ready to be part of something meaningful — where your ideas matter, your growth is supported, and your work makes a real impact — we’d love to hear from you.