Operations Manager - Operational Excellence

Operations Manager - Operational Excellence

Glasgow, United Kingdom

As an Operations Manager - Operational Excellence, you'll play a pivotal role in consistently delivering brilliant customer experiences across Business Banking. You'll lead a team of Operational Excellence Coaches, embed "The Standard," and drive continuous performance improvement.

What you'll be doing

• Lead and coach a team of Operational Excellence Coaches, setting clear direction and supporting them to raise performance across Business Banking.
• Work closely with senior leaders and team managers to embed effective leadership rhythm and routines that drive clarity, accountability, and pace.
• Observe how teams operate, coach leaders and Relationship Managers, and use insights from performance, quality and customer experience to turn observation into meaningful improvement actions.
• Ensure "The Standard" is consistently understood, coached and applied so customers experience the same high level of service every time.

About you

• Professional certification or qualification in coaching, training and/or learning and development.
• Proven experience leading a team focused on performance improvement, coaching or operational excellence.
• Demonstrable experience coaching leaders or managers to improve performance and capability.
• Strong understanding of how leadership rhythm and routines drive performance and customer outcomes.
• Experience working in a customer focused operational environment.
• Ability to use performance data, insight, or trend analysis to identify improvement opportunities and measure impact.
• Strong stakeholder management and influencing skills across teams and senior stakeholders.

Job Info

• Job Identification 2792
• Apply Before 05/20/2026, 10:55 PM
• Locations 1st Floor Kings Park Rd, Northampton, Northamptonshire, NN3 6NW, GB 83 George Street, Edinburgh, EH2 3ES, GB 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB