Head of Service 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 customer outcomes and regulatory compliance.Own governance of the ATM channel, including vendor management, SLA oversight, network performance and service availability.Identify operational improvement opportunities through data analysis, customer feedback and performance insights.Partner with Digital, Technology and Operations teams to support new service initiatives and process automation.Develop service governance frameworks, dashboards and KPIs to monitor operational performance.Lead cross-functional projects that improve customer experience while reducing operational complexity.Build strong relationships across Retail Banking, Contact Centre, Risk, Compliance and Technology to ensure successful delivery of strategic initiatives.Requirements:10+ years' experience within retail banking operations, customer service or service channel management.Proven leadership experience across branch, contact centre or customer service operations within a leading retail bank.Strong knowledge of workforce management, operational governance and service delivery.Experience leading customer experience, service transformation or operational excellence initiatives.Demonstrated ability to manage complex stakeholder relationships across business and technology functions.Strong analytical capability with experience using MI, dashboards and operational KPIs to drive decision making.Experience managing third-party vendors and service level agreements.Excellent leadership, communication and change management skills.Preferred Experience:We are particularly interested in candidates with experience in one or more of the following:Branch OperationsContact Centre OperationsWorkforce ManagementCustomer Experience (CX)Service ExcellenceOperational Excellence / LeanProcess Re-engineeringATM Channel ManagementBanking Operations TransformationService Channel Governance