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Operations Transformation Lead

2 months ago

Birmingham, United Kingdom Unity Trust Bank Full time

We are looking for a Operations Transformation Lead – Financial Crime to join our team

About Unity Trust Bank

Unity Trust Bank is an award-winning, independent, commercial bank that uses banking to improve the lives of local communities.

Living by our principles of banking with integrity, Unity’s purpose is to help create a better society, not simply maximise profits.

For 40 years we’ve worked with organisations that address social, economic and environmental needs across the UK.

With offices in Birmingham, Manchester and London, we offer a range of day-to-day banking services, including current accounts, savings accounts and loans.

In 2023 Unity achieved the milestone of £1 billion in lending to social enterprises, charities, small businesses, housing associations, and other socially-minded organisations.

In 2024 we received the King’s Award for Enterprise for Sustainable Development in recognition of our dedication to delivering social good through our work.

Our values are also embedded in our culture and we were named as one of the Best Places to Work by the Sunday Times in 2024.

Unity was the first UK bank to become a Real Living Wage employer back in 2013 and the first to achieve the Fair Tax Mark in 2014.

We are also a Women In Finance Charter signatory, a member of the Banking Standards Board and we hold the Investors in People Gold standard.

Visit for more information.

Role & Responsibilities:

  • Continuously review, enhance, drive automation and work to mitigate risk on all customer journeys and operational processes.
  • Ensure Consumer Duty is continually brought to life through journey and process simplification and modernisation. Identifying customer pain points and opportunities for improvement
  • Continuing to perform gap analysis on end-to-end customer journeys and processes and map out the desire end state (happy path).
  • Responsible for detailed requirements on processes and journeys
  • Work in partnership with the Change and IT development teams to deliver process enhancements at pace, putting customer experience at the heart of meaningful change . Orchestrate and have rational for why specific processes or journeys need attention and create a working backlog document.
  • Able to present current and future view of customer pain points and progress points to relevant bank governance/executive committees.
  • The role holder will be able to call out the risks associated with not prioritising certain critical journeys and operational processes to relevant audiences and committees.

The person

We are keen to hear from experienced Operational Transformation Leads who can work collaboratively and have the following skills:

Qualifications and Experience:

  • Advanced experience in running manual to automation process projects/programmes (E)
  • Experience in working in a change function is essential, including being able to adopt different change methodologies e.g. agile working practices (E)
  • Strong knowledge operational banking processes (E)
  • Qualifications or accreditation in change or project management (D)

Skills and Competency Requirements

  • Excellent analytical and investigative skills. (E)
  • Strong attention to detail. (E)
  • Effective communication skills, both written and verbal. (E)
  • Ability to work independently and as part of a team. (E)
  • Proficiency in process mapping customer journeys with strong operational knowledge of banking processes (E)

(E = essential D= desirable)

The role will be Birmingham based.