We're looking for an experienced Savings Operations Manager to lead the day-to-day delivery of our Savings Operations function at Hampshire Trust Bank.

Managing our ISA, Business and Servicing & Support Pods through a team of Team Leaders, you'll be responsible for ensuring operational activity is delivered accurately, efficiently and in line with service, quality and risk expectations.

This is a highly visible leadership role that sits at the heart of our savings proposition. You'll combine strong operational management with people leadership, process improvement and risk oversight, helping to deliver outstanding customer outcomes while supporting the continued growth of our savings business.

We're particularly interested in candidates with experience in Savings Operations, Deposit Operations or Retail Banking Operations, who understand the servicing, processing and regulatory requirements associated with savings products.

Key Responsibilities

Operational Delivery

Lead day-to-day operations across the ISA, Business and Servicing & Support teams
Ensure service levels, workflow queues, productivity, quality and operational risk indicators are effectively managed
Monitor operational performance and use MI to identify trends, risks and opportunities for improvement
Manage capacity planning, workload balancing and operational priorities
Embed operational excellence and continuous improvement across all teams

Leadership & People Management

Lead, coach and develop a team of Team Leaders
Drive a high-performance culture focused on customer outcomes, service quality and accountability
Support recruitment, onboarding, training and development activity
Build resilience through cross-training and capability development
Promote colleague engagement, wellbeing and inclusion

Customer & Service Excellence

Ensure operational activity delivers fair, timely and positive customer outcomes
Act as an escalation point for complex customer and operational issues
Work closely with Customer Service teams to improve customer journeys
Monitor complaints, service failures, processing delays and customer-impacting risks
Embed Consumer Duty and Treating Customers Fairly principles into operational delivery

Risk, Governance & Controls

Ensure operational activities are delivered in accordance with policies, procedures and regulatory requirements
Monitor operational incidents, errors, quality findings, complaints and control indicators
Support audits, reviews and remediation activity
Work closely with Compliance, Financial Crime, Quality Assurance and Risk teams
Deputise for the Head of Savings Operations where required

Who You'll Work With

You'll collaborate closely with:

Head of Savings Operations
Customer Service Manager
Savings Operations Team Leaders
Savings Product & Commercial Teams
Financial Crime
Complaints
Quality Assurance
First Line Risk
Compliance
Internal Audit
Technology & Transformation
Data & Reporting Teams

What We're Looking For

Qualifications & Experience

Proven operational leadership experience within Savings Operations, Deposit Operations, Retail Banking Operations or a similar regulated banking environment
Strong understanding of savings products and customer servicing operations
Experience leading Team Leaders or operational managers
Strong knowledge of operational processing, payments, reconciliations and workflow management
Experience using MI to manage performance, service levels and operational risk
Experience supporting audits, complaints, incidents and remediation programmes
Experience managing operational change, process improvements and business readiness activity

Skills & Attributes

Strong people leadership and coaching capability
Customer-focused with a commitment to delivering positive outcomes
Strong operational and delivery mindset
Risk-aware with a strong control focus
Excellent stakeholder management and communication skills
Analytical and comfortable using data to drive decisions
Organised and able to manage competing priorities
Continuous improvement mindset
Calm, resilient and adaptable under pressure

Desirable

Experience of Savings products and deposit operations
Experience using Finova
Exposure to operational MI and workflow management platforms
Continuous Improvement or Operational Excellence experience
Understanding of GDPR and Data Protection requirements

Benefits

Competitive salary
Discretionary annual bonus
Hybrid working (50/50)
25 days annual leave (increasing with service) + Holiday Buy Scheme
Private Medical Insurance (Bupa)
Mental health & wellbeing support via Bupa
Pension scheme - 8% employer contribution (non-contributory)
Cycle to Work & Green Car Schemes
Interest-free season ticket loan
Study support & professional memberships
Annual volunteering day & Net Zero commitment
Zurich employee benefits package

If you're an experienced Savings Operations leader who enjoys developing teams, improving processes and delivering excellent customer outcomes, we'd love to hear from you.