Operations & Contracts Manager

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.