Operations & Contracts Manager

We are looking for an experienced Operations & Contracts Manager to join our Retail Deposits team.

This role combines operational leadership, contract and supplier management, regulatory oversight, and business transformation. You will play a critical role in enhancing customer experience, improving operational efficiency, strengthening resilience frameworks, and ensuring that our services continue to meet the highest standards of governance and compliance.

Working closely with colleagues across the business and external partners, you will help shape future operating models, optimise processes, and support strategic business objectives.

• Lead and manage all aspects of operations management for the bank, with a strong emphasis on delivering excellent customer service, efficiency, and operational resilience.
• Develop and implement operational models and strategies that prioritise customer and colleague experience, reduce costs, and optimise processes.
• Project manage the development of new systems, processes and operating models
• Lead the development, maintenance, and implementation of the Operational Resilience framework, including management of all testing to ensure robust Operational Resilience
• Develop, maintain, and implement the Consumer Duty framework, including management of all testing to ensure robust Operational Resilience
• Develop, manage, and present all control risk assessments and registers and manage the controls framework
• Ensure compliance with FCA's complaints handling process to prioritise customer satisfaction and regulatory requirements.
• Implement and enforce operational controls to ensure compliance with audit, internal controls, regulatory requirements, and industry standards while safeguarding customer interests.
• Monitor vendor performance and conduct regular vendor audits to ensure compliance, quality, and adherence to customer service standards.

• Manage and maintain outsourced vendor relationships, with focus on contract negotiation, governance performance monitoring, and timely issue resolution to ensure customer satisfaction.
• Lead cross-functional teams to identify and implement process improvements that enhance the customer journey, leveraging technology and best practices.
• Manage the end-to-end contract management processes, ensuring customer‑centric negotiation, drafting, and review of contracts.
• Conduct comprehensive vendor evaluations and due diligence to select and onboard vendors that align with our values and vision.
• Negotiate and where necessary renegotiate vendor contracts to optimise terms, pricing, and service level agreements in favour of our customers.
• Collaborate with the procurement team to align strategies, evaluate suppliers, and drive cost savings initiatives while maintaining high service quality for customers.
• Build and maintain strong relationships with internal and external stakeholders, fostering effective communication and collaboration to deliver customer‑centric solutions.

• Proven and substantial experience within Retail Deposits in a banking or financial services environment.
• Strong experience in:
• Operations Management
• Operational Resilience
• Outsourced Vendor Management
• Contract Management
• Procurement and Supplier Governance
• Strong understanding of banking regulations and regulatory requirements.
• Experience developing and implementing operational strategies, process improvement initiatives, and operating models.
• Proven track record of managing third‑party suppliers, including contract negotiation, performance management, and issue resolution.
• Strong project management skills with the ability to prioritise competing demands and deliver complex initiatives.
• Experience managing risk assessments, control frameworks,…