Head of Service Operations

Full-time Management & Operations

This role sits at the heart of the bank’s service transformation agenda, ensuring customers receive a seamless, efficient and consistent experience across all physical and assisted service channels.

You will lead initiatives spanning workforce management, customer service operations, channel optimisation, service transformation, ATM governance and customer experience enablement, partnering with senior stakeholders across Retail Banking, Operations, Digital, Technology and Risk.

Key Responsibilities

• Lead the Customer Service Channel Enablement function across Branch Distribution and Contact Centre Services
• Develop workforce management strategies including forecasting, capacity planning, scheduling and resource optimisation
• Drive service transformation initiatives to improve customer journeys, operational efficiency and service consistency
• Oversee Customer Experience Desks and post-sales servicing operations, ensuring excellent...