Head of Community Bank (Consumer Channels)

Requirements

• Proven experience leading large-scale, multi-site customer-facing operations (e.g. retail, banking, telco or similar)
• Demonstrable track record of leading complex transformation programmes in fast-paced, evolving environments
• Experience leading multi-layered senior leadership teams, driving high performance, engagement and cultural change
• Strong commercial and performance leadership, with accountability for financial, operational and customer outcomes
• Ability to influence and align senior stakeholders across a complex, matrix organisation
• (Desirable) Experience within financial services or a highly regulated environment
• (Desirable) Exposure to integrating physical and digital customer channels
• We know that great talent comes from many backgrounds. While this advert may reference specific experience, we recognise that skills can be developed in different ways, so if you have transferable experience, we encourage you to apply

What the job involves

• JOB TITLE: Head of Community Bank – Consumer Channels
• This is a rare opportunity to lead one of the UK’s largest customer-facing operations, spanning c.700 branches serving communities across the country
• As Head of Community Bank, you’ll play a critical role in delivering the Group’s strategy, shaping how our physical network evolves alongside digital channels and changing customer behaviours. Operating at national scale, you’ll set a clear vision, align colleagues behind it and balance long-term strategic ambition with consistent delivery
• You’ll lead through a senior leadership team including Regional Directors and the Head of Customer Experience, building capability, strengthening accountability and raising performance standards across a large, geographically dispersed workforce
• Creating a culture where colleagues feel inspired, empowered and focused on delivering strong customer outcomes will be central to your success, alongside owning the delivery of key business outcomes including commercial performance, colleague engagement and fair customer results, using insight, judgement and market awareness to continually improve performance and shape future direction
• Working in a highly visible and collaborative environment, you’ll partner closely with senior leaders across Community Bank, central business units and external stakeholders. You’ll influence enterprise priorities and drive change at scale, operating with confidence in a complex, fast-moving environment
• This role is best suited to a commercially astute leader who thrives in ambiguity and is motivated by the opportunity to shape the future of Community Banking while leaving a lasting impact across customers, colleagues and communities