Head of Operations

Hello,

We are Recognise Bank; a modern business bank built to support the UK’s SMEs with tailored lending and savings solutions. Founded in 2017 by experienced business owners, we set out to challenge traditional banking by offering more flexibility, understanding, and practical support to help businesses thrive. Since receiving our banking licence in 2021, we’ve built a loyal customer base and a strong, diverse team that puts people first.

Our vision is building stronger futures with bespoke financial solutions
. We understand that no two financial needs are the same, which is why we work closely with UK SMEs and individuals to unlock potential others often overlook. Through smart, flexible lending and savings products, we’re here to build and grow stronger futures for lasting success
.

Our values shape how we work and grow together:

💪
Can do, will do: We take ownership, solve problems, and adapt as our customers’ needs evolve.

✨
Be brilliant: We show up with curiosity and energy, always striving for better.

🤝
Do the right thing: We act with integrity, responsibility, and care in everything we do.

💡
Make a difference: We focus on impact, helping our customers, colleagues, and communities succeed.

As The Head of Operations you will lead and manage the operational delivery of lending and savings activities across the Bank, ensuring high performance, regulatory compliance and excellent customer outcomes. This includes oversight of the completions post‑underwriting through to drawdown, in‑life servicing, portfolio management, arrears and recoveries and savings operations.

As part of our Leadership team you will be responsible for managing internal teams at the heart and engine of the business, driving operational execution, supporting change initiatives and fostering a culture of continuous improvement. You will be required to have a deep operational experience in bridging lending, a strong understanding of its regulatory, customer, and risk dimensions. The role is responsible for ensuring operational excellence, regulatory compliance and robust governance within the function, and effective third‑party oversight, while continuously enhancing performance across the function.

• New Business Operations (Completions):
• Lead and manage the team responsible for progressing credit‑approved deals through to drawdown ensuring timely and efficient completion of loans.
• Oversee the drawdown process, ensuring all conditions are met and funds are released in line with customer expectations and set standards.
• Ensure strong cross‑functional collaboration with the Lending Managers (commercial team), Underwriters (credit team), Legal & Compliance to deliver a seamless and compliant customer experience.
• Monitor pipeline activity and team performance, proactively identifying and resolving bottlenecks or delays.
• Own and manage relationships with key third‑party suppliers involved in completions, including solicitors and valuers, ensuring they deliver high‑quality service within agreed SLAs.
• Hold third parties accountable for service delivery and customer outcomes, ensuring alignment with regulatory requirements and internal standards.
• Ensure robust oversight of KYC and AML processes, maintaining compliance with regulatory standards and Bank risk appetite and supporting effective customer onboarding.
• Champion a culture of operational excellence, customer focus, and continuous improvement within the completions team.
• Drive automation and process improvement to enhance completion efficiency, scalability and customer experience.
• Ensure all processes and activities adhere to relevant regulatory requirements.

• Portfolio Management (In‑Life Servicing):
• Lead and manage the team responsible for the ongoing servicing of the loan book, covering customer queries, variations, renewals, redemptions, extensions and covenant monitoring.
• Ensure operational processes support customer retention, effective risk management and regulatory compliance.
• Oversee and own the complaint handling and resolution process, ensuring timely responses and fair outcomes for customers, with a focus on identifying root causes and improving…