Banking Operations Managernew

Job Description

Operations sits at the centre of how RiverBank serves customers and delivers its business. It is where a financing decision becomes a funded loan, where a deposit is opened smoothly and where colleagues can move quickly because the system around them works.

You will lead the Operations & Payments function and manage a team of five people. The day-to-day delivery will sit with the team. Your role will be to set the direction, identify the most important opportunities for improvement and work across RiverBank to make them happen.

You will be a strategic partner to Commercial, Product, Technology, Risk, Legal, Finance and Treasury. You will help improve processes, introduce automation, reduce cost to serve and reduce the time it takes to serve both clients and colleagues.

Core responsibilities

Lead and develop the team

• Manage and develop the five-person Operations & Payments team.
• Set clear priorities, organise the team’s work and create accountability for delivery.
• Coach team members, support their development and identify future capability needs.
• Create clarity around roles, ownership and decision-making.
• Build a team culture where people raise issues early and look for better ways of working.

Set the Operations improvement agenda

• Create a clear roadmap for improving the Operations function.
• Identify the main sources of friction, delay and unnecessary cost.
• Prioritise improvements based on customer impact, business value and ease of delivery.
• Establish useful measures for service quality, efficiency and time to serve.
• Give the team a clear direction and the space to deliver against it.

Work with Product and Technology

• Identify processes that should be simplified, automated or redesigned.
• Turn operational problems into clear product and technology requirements.
• Work with Product to prioritise the highest-value opportunities.
• Make sure new tools and products work for the people who use them.
• Support adoption and measure whether improvements deliver better outcomes.

Connect the bank around better outcomes

• Work with Commercial to improve the experience of customers and intermediaries.
• Work with Risk and Legal to make controls clear and practical.
• Work with Finance and Treasury on operational interfaces and reporting.
• Bring the right people together to resolve cross-functional issues.
• Make operational feedback part of product and business priorities.

Improve service, cost and time to serve

• Improve the experience across onboarding, lending, deposits and internal payments.
• Reduce avoidable manual work, rework and delays.
• Improve the clarity and reliability of customer updates.
• Identify recurring issues and address their root causes.
• Make operational performance visible to leadership.

What success looks like

• A strong and accountable five-person Operations & Payments team.
• Clear ownership across RiverBank’s main operational journeys.
• Measurable reductions in avoidable delays, rework and operational friction.
• A practical roadmap for automation and process improvement.
• Stronger cooperation between Operations, Commercial, Product, Risk, Legal, Finance and Technology.
• A more consistent and responsive experience for customers, intermediaries and colleagues.

 

You do not need to come from a large bank. You do need to understand how to build reliable operations while keeping the experience personal, responsive and commercially focused.

How you work

You are practical, curious and comfortable taking ownership. You listen to the people and customers closest to the work, use evidence rather than assumption, make decisions clearly and raise issues early.

You care about high standards while understanding that good processes should help people do their jobs rather than slow them down. You are comfortable challenging existing ways of working and bringing others with you.

Qualifications

What we are looking for

• Significant experience (5+ years) in banking operations, fintech, payments or another regulated financial services business.
• Experience managing and developing a team.
• Experience improving processes through technology, automation or better ways of working.
• A strong understanding of customer onboarding, lending, deposits or payments.
• Experience working across Commercial, Product, Risk, Legal, Finance or Technology.
• The ability to turn broad problems into clear priorities and practical actions.
• Strong judgement, organisation and communication skills.
• The confidence to challenge existing ways of working and bring people with you.

Additional Information

• Work at the centre of RiverBank’s growth plans.
• Manage and develop a five-person team.
• Have visible impact on customers and colleagues.
• Shape the connection between lending, deposits, payments, technology and customer experience.
• Work closely with senior leaders across the bank.
• Help build capabilities that will support RiverBank for years to come.

RiverBank is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.