Hampshire Trust Bank
Savings Operations Manager
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Location: London
Hours: Monday to Friday, 9:00am–5:30pm
Working Pattern: Hybrid (50/50)
Reports to: Head of Savings Operations
Department: Operations – Savings Operations
About the Role
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
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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
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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.
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