Manager - Business Operations & Strategy

Job Title

Manager - Business Operations & Strategy

Birmingham

Full-Time

Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites

Client Operations brings together multiple business areas to create a seamless and enhanced experience for our Corporate and Institutional Banking (CIB) clients.

This is an exciting opportunity to join our Business Operations and Strategy team, where you'll play a key role in supporting the implementation & delivery of new systems, applications and process change across the Traditional Trade portfolio. Working closely with senior colleagues, you'll help ensure our platforms remain stable and efficient, support incident investigations, and assist with delivering system and process improvements into the operation.

You’ll build strong relationships across the wider CIB servicing network, helping to simplify complex information, resolve queries, and support colleagues to make informed decisions.

• Supporting operational change, acting as an early adopter of new tools and processes.
• Investigating and resolving queries and incidents, helping minimise risk and impacts to colleagues and clients.
• Building and maintaining strong stakeholder relationships and supporting senior colleagues with managing key customers, vendors and internal partners.
• Providing operational SME input for the Trade platform, supporting delivery of transformation activity into the live operation.
• Finding opportunities to improve processes, documentation and controls, and highlighting potential risks or gaps.
• Helping to deliver agreed service standards (e.g., turnaround times, accuracy, productivity measures) by supporting team workflow and day‑to‑day activity.
• Maintaining and updating operational documentation to ensure accuracy and audit readiness.
• Supporting performance management activities for reporting colleagues (where applicable), including setting short‑term objectives and offering day‑to‑day guidance.
• Investigating standard compliance or regulatory issues and escalating more complex matters where needed.
• Developing your own capabilities through training and supporting others by sharing knowledge and expertise.

• Proven experience delivering high‑quality outcomes in a changing environment
  , with a track record of taking ownership and following tasks through to completion.
• Exposure to key Client Operations systems and processes, such as Trade Products, Trade Innovation, PEGA, CMD or similar workflow/processing tools, with the ability to learn new systems quickly.
• Demonstrable problem‑solving capability
  , including the ability to break down issues, identify root causes and recommend practical solutions.
• Strong organisational and time‑management skills
  , evidenced through managing multiple priorities, time‑lines and activities within a fast‑paced operational setting.
• Good understanding of operational risk
  , with experience identifying potential issues early and taking proactive steps to mitigate them.
• Ability to analyse and interpret data
  , presenting insights clearly and concisely to support decision‑making across different audiences.
• Sound judgement and confidence in making informed decisions
  , using available data, evidence and insight.
• Excellent written and verbal communication skills
  , including experience producing clear comms, updates or documentation for change, projects or incident activity.
• Experience preparing and delivering training or guidance materials
  , ideally linked to operational change, system releases or process updates.

• Experience coaching or supporting colleagues
  , or exposure to first‑line people leadership.
• Experience delivering operational, process or technology change into a live environment.

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we're committed to creating an environment in which everyone can thrive, learn and develop. We were one of the first major organisations to set goals on diversity in senior roles,…