This is a strategic leadership role for an accomplished banking operations executive with deep expertise across reconciliation, settlement, fulfilment, post-sales servicing, customer resolutions, billing operations, operational controls, and process transformation.
The successful candidate will be responsible for building scalable, well-controlled, and efficient operational capabilities that support exceptional customer experiences while maintaining high standards of financial integrity, regulatory compliance, and operational resilience.
Key Responsibilities:
Operational Leadership
- Lead the end-to-end operations function, ensuring operational excellence, scalability, and service quality across all back-office processes.
- Develop and execute operating strategies that support business growth, customer experience objectives, and regulatory requirements.
- Build, coach, and develop high-performing teams while fostering a culture of accountability, continuous improvement, and operational excellence.
- Establish governance frameworks, service standards, performance metrics, and reporting mechanisms across operational functions.
Reconciliation, Billing & Settlement Operations
- Oversee reconciliation, billing, and settlement processes across customer products and services.
- Ensure the timely and accurate reconciliation of customer accounts, transaction activity, settlement positions, and general ledger balances.
- Manage operational controls, exception handling, ageing items, and break-resolution processes.
- Drive automation and process optimisation initiatives to improve accuracy, efficiency, and control effectiveness.
Fulfilment & Customer Servicing Operations
- Lead operational fulfilment activities supporting customer onboarding, account maintenance, product servicing, and operational requests.
- Oversee post-sales servicing functions, ensuring efficient handling of customer enquiries, service requests, adjustments, and account maintenance activities.
- Continuously improve operational workflows to enhance turnaround times, service quality, and customer satisfaction.
Adjustments, Investigations & Resolution Management
- Oversee the end-to-end management of transaction adjustments, investigations, customer disputes, and operational resolution processes.
- Ensure timely investigation, resolution, escalation, and reporting of customer and operational issues in accordance with internal policies and regulatory requirements.
- Implement robust controls to minimise operational risk and improve resolution outcomes.
- Partner closely with Risk, Compliance, Customer Experience, Fraud, Finance, Product, and Technology teams to strengthen customer protection and operational integrity.
Operational Excellence & Transformation
- Lead transformation initiatives focused on automation, digitisation, workflow optimisation, and operational efficiency.
- Utilise operational data, analytics, and management information to improve productivity, service quality, and performance.
- Support operational readiness for new products, services, and business initiatives.
- Drive a culture of continuous improvement through process simplification and operational innovation.
Governance, Risk & Controls
- Ensure compliance with all applicable regulatory, governance, and operational risk management requirements.
- Strengthen operational resilience, business continuity, incident management, and escalation frameworks.
- Lead root-cause analysis and remediation efforts for operational incidents, reconciliation exceptions, and service-impacting issues.
- Foster a strong control environment while balancing customer experience and operational efficiency.
Qualifications:
Essential Experience
- Extensive leadership experience within banking, digital banking, fintech, or other regulated financial services organisations.
- Proven expertise in:
- Banking and back-office operations
- Reconciliation and settlement management
- Fulfilment and customer servicing operations
- Billing and operational support functions
- Transaction adjustments and investigations
- Customer dispute and resolution management
- Operational risk and control frameworks
- Strong understanding of operational controls, accounting interfaces, governance, and regulatory requirements.
- Demonstrated success leading large-scale operational teams and transformation programmes.
- Experience implementing automation, workflow digitisation, and process improvement initiatives.
Leadership Attributes
- Strategic leader with strong operational execution capabilities.
- Highly analytical with exceptional problem-solving and decision-making skills.
- Strong stakeholder management and cross-functional collaboration abilities.
- Comfortable operating in a fast-paced and evolving environment.
- Passionate about developing talent, building capability, and driving engagement.
- Committed to operational excellence, customer outcomes, and continuous improvement.
Why This Role Matters
This role sits at the heart of the organisation's ability to deliver reliable, scalable, and customer-centric financial services. The successful leader will play a pivotal role in strengthening operational effectiveness across reconciliation, billing, settlements, fulfilment, customer servicing, investigations, and operational governance while building the capabilities needed to support continued growth and transformation.
This is an exceptional opportunity for a senior operations leader seeking broad organisational impact within a modern, technology-enabled financial services environment.
