Head of Operations and ; Financial Services

Position: Head of Operations and Change (Financial Services)
Location: Sydenham

Job Reference Number: CUR
0107

Head of Operations and Change (Financial Services)

Permanent

Lewisham / Bromley (primarily branch-based, with limited home working available if necessary)

9am–5pm, Monday to Friday, including approximately one Saturday morning per month, and must be flexible to work overtime on rare occasions when crises require it. Time off in lieu always provided for overtime + for the one Saturday morning per month

£50,000 – £55,000 per annum + 4% employer pension + 25 days holiday plus bank holidays + time off in lieu for additional hours + free street parking available near the main office

This is an excellent opportunity for an experienced and people-focused operational leader to join a well-established organisation as Head of Operations and Change during a significant period of modernisation and growth.

Our client is a not-for-profit financial services organisation dedicated to improving financial inclusion and providing accessible, ethical financial services to local communities. Established for over 30 years, they serve people who live or work across Lewisham, Bromley, and surrounding areas, as well as employees of selected partner organisations.

They’re looking for someone with operational leadership experience in financial services, banking, service centres, credit unions or another highly regulated environment, together with experience managing people in customer-facing operations and delivering organisational change. Reporting to the CEO and joining the senior management team, you will manage day-to-day member-service operations and translate strategic objectives into practical improvements.

You will lead and develop staff, improve processes and implement systems changes across branches, payments, back-office processing and digital service channels. Working closely with the CEO and alongside senior lending and finance colleagues, you will help shape this new role and deliver efficient, compliant and accessible services that meet members’ needs.

The ideal candidate will combine strong operational judgement with empathy, emotional intelligence and a calm leadership style. You will bring a practical approach to change, a commitment to financial inclusion and an understanding of credit union principles and the UK regulatory environment. This is an opportunity to make a significant personal impact on both the organisation and the communities it serves.

If this sounds like you and you’re ready for your next career move, read on to find out more…

The role

Day-to-day responsibilities

* Manage day-to-day member-service operations across branches, payments and back-office processing.

* Drive operational efficiency, service quality and continuous improvement.

* Lead the operational implementation of systems changes and improvements to working practices.

* Ensure systems, processes and controls support sustainable organisational growth.

* Contribute to strategic planning and translate objectives set by the CEO and Board into practical operational plans.

* Work alongside the Senior Lending and Finance Officers to ensure a consistent approach and implement agreed changes.

* Manage, coach and develop the member-service team, including supporting changes to individual roles and responsibilities.

* Set clear objectives, monitor performance and conduct regular reviews.

* Promote a culture of accountability, empathy, integrity and continual improvement.

* Ensure appropriate workforce planning, training and succession planning.

* Take responsibility for the “Virtual Branch”, ensuring telephone, email and web channels are managed efficiently and consistently.

* Champion a high-quality, accessible and inclusive member experience, having regard to regulatory obligations including the FCA’s Consumer…