# Operations & Contracts Manager

**Company**: FCE Bank plc
**Location**: Dunton, Essex
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/71941?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
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## Description

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.

**Responsibilities**

**Operations:**

- 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.

**Contracts:**

- 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.

**Qualifications**

**Essential Experience**

- 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, and operational governance activities.

- Excellent analytical, stakeholder management, and problem-solving skills.

**Desirable**

- Experience working with Newcastle Strategic Solutions (NSSL).

- Previous experience within a retail banking environment focused on savings or deposit products.

**Benefits**

- Competitive base salary plus FCE’s unique contractual Guaranteed Holiday Bonus.

- Market-Leading Pension: Up to 12% employer pension matching contribution.

- Direct Path to Senior Leadership: Clear architecture for progression into Senior Leadership.

- Vehicle Schemes: Exceptional discounts through Ford vehicle purchase and lease programmes for you and eligible family members.

- Generous Leave & Family Support: 26 days annual leave + UK public holidays, enhanced family leave, and 2 paid community volunteering days annually.

## Skills

### Required
- Operations Management
- Operational Resilience
- Outsourced Vendor Management
- Contract Management
- Procurement and Supplier Governance
- Project Management
- Risk Assessments
- Control Frameworks
- Operational Governance

### Nice to have
- Experience working with Newcastle Strategic Solutions (NSSL)
- Previous experience within a retail banking environment focused on savings or deposit products

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