Customer Operations Manager

Role Overview

As a Team Leader in Private Bank Service and Payments, you will lead team members who support Private Bank customers and relationship managers with everyday servicing and payment requests. You will organise the flow of work, maintain strong turnaround times and ensure requests are completed accurately and with the responsiveness expected in Private Bank.

What You Will Do

You will lead the day-to-day delivery of servicing and payment work, setting priorities and allocating capacity so requests are progressed within agreed timeframes. You will also coach team members to deliver accurate, responsive service and build confidence across Private Bank servicing processes, payment requirements and customer interactions.

Why It Might Be a Fit

To grow and be successful in this role, you will ideally bring experience leading people in banking operations, payments, customer servicing or a comparable service environment. You will also need to have strong coaching skills and experience lifting individual performance, quality and confidence through practical feedback and support.

Requirements

• Experience leading people in banking operations, payments, customer servicing or a comparable service environment
• Strong coaching skills and experience lifting individual performance, quality and confidence through practical feedback and support
• Sound operational judgement, including the ability to prioritise time-sensitive work and respond calmly when customer needs or payment deadlines change
• A strong focus on accuracy, process discipline and non-financial risk, with an understanding of the consequences of errors in customer servicing and payments
• The ability to use service, workflow and quality data to guide decisions and hold constructive performance conversations
• Confidence engaging with relationship managers and operational partners, including handling escalations and communicating progress clearly
• Experience identifying root causes and making practical improvements that strengthen service and reduce avoidable effort
• An inclusive leadership style that sets clear expectations, supports accountability and builds a reliable team environment