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Head of Operations

Head Office|Letchworth

We have an exciting new opportunity for a Head of Operations to join our fast-paced Operations team.

Redwood’s staff are pivotal in delivering our special customer experience. We are a team of talented individuals who make a genuine difference to the future of business lending and savings.

Our inhouse culture has been carefully cultivated to support curious minds within a collaborative workforce. 

As a fast-developing Challenger Bank, we are always seeking ambitious, loyal and dedicated people who have diverse backgrounds, experiences and skills. 
We have an exciting new opportunity for a Head of Operations to join our fast-paced Operations team.  

The individual will be responsible for management oversight of Redwood’s Banking and Credit Operations functions. The Individual will also define and drive the strategy of the departments to allow for future growth and process optimisation together with the Director of Operations and other key stakeholders. 

The incumbent will also enhance, maintain, and oversight appropriate risk management, quality assurance, reporting and overview processes. As well as this the employee will support and deputise, as required, for the Director of Operations in delivering operational resilience and efficiency.

Main Responsibilities of the role include:

•    Lead the management of the operations and customer service model for the Bank.
•    Performing and managing the Operations risk control self-assessment for the departments and maintaining operational controls.
•    Overseeing the Single Customer View submission process.
•    Forecast headcount requirements across the team based on volumes which will include recruitment and learning and development of the team.
•    Represent operations function across the bank.
•    Manage the customer lifecycle including on-boarding, customer due diligence, financial crime checks
•    Project Management and continuous improvement of the operations function.
•    Manage Credit and Banking operations vendors, including monitoring SLAs, undertake vendor reviews, and provide MI.
•    Ensure the Bank operates in accordance with the regulatory requirements and guidelines of the PRA/FCA.
•    Periodically review policies, process maps, procedures to cover all core functions across the department.
•    Ensure appropriate SLAs and KRIs are established for all core processes.
•    Supporting Policies: develop, improve, and direct strategies to support and promote the policies and objectives of the organisation.
•    Focus on improving operational efficiency to show year on year improvement in cost, quality, and customer service satisfaction.
•    Ensure all incidents (e.g., operational losses, fraud, money laundering) are reported to the Operational Risk/MLRO and seek to mitigate the error, ensure they are satisfactory resolved.
•    Review internal & external Audit reports, ensure follow up and resolution to issues highlighted.
•    Proactively identify service issues with client facing impact and brings them to the attention of appropriate parties for resolution.

Applicants should be Educated to degree standard or with equivalent professional experience. At least five years’ experience as Banking Operations or Credit Operations Senior Manager within financial services. 

Applicants should also have extensive knowledge and experience of credit documentation and loan agreements as well as experience in conducting risk assessments for a department.

If you are looking for a career where you will be respected as an individual and valued for the contributions you make, then it is time to join Redwood Bank.

To find out more or to apply for this role, please email your CV and covering note to our HR team.

Send an email to our HR team

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