Head of Service Operations (Banking)

About the role

This senior position sits at the core of the bank’s service transformation agenda, ensuring a seamless and consistent experience for customers across all physical and assisted service channels. You will lead cross‑functional initiatives that span workforce management, channel optimisation, ATM governance and customer experience enablement.

Key responsibilities

• Lead the Customer Service Channel Enablement function across branch distribution and contact centre services.
• Develop and execute workforce management strategies, including forecasting, capacity planning, scheduling and resource optimisation.
• Drive service transformation projects to improve customer journeys, operational efficiency and service consistency.
• Oversee Customer Experience Desks and post‑sales servicing operations, ensuring regulatory compliance and excellent outcomes.
• Own ATM channel governance, managing vendors, SLAs, network performance and service availability.
• Identify operational improvement opportunities through data analysis, customer feedback and performance insights.
• Partner with Digital, Technology and Operations teams to support new service initiatives and process automation.
• Develop service governance frameworks, dashboards and KPIs to monitor performance.
• Lead cross‑functional projects that enhance customer experience while reducing operational complexity.

Required profile

• 10+ years of experience in retail banking operations, customer service or service channel management.
• Proven leadership in branch, contact centre or customer service operations within a leading retail bank.
• Strong knowledge of workforce management, operational governance and service delivery.
• Experience leading customer experience, service transformation or operational excellence initiatives.
• Demonstrated ability to manage complex stakeholder relationships across business and technology functions.
• Analytical capability using management information, dashboards and operational KPIs for decision making.
• Experience managing third‑party vendors and service level agreements.
• Excellent leadership, communication and change management skills.

Required skills