Head of Operations & IT
City of London
Permanent
£110,000 - £120,000


cer Financial are working alongside an international bank who are based in the City of London. They are seeking a Head of Operations to work with them on a permanent basis.


The responsibilities of the Head of Operations will include:


*Accountable for the strategic planning and delivery of operations and systems to enable general processing, effective outsourcing of services, business continuity and operational resilience within the business.
*Own the bank’s IT strategy and IT operations.
*Ensure availability and performance of core banking systems, payment gateways, and all customer-facing digital platforms.
*Lead IT change, systems upgrades, incident response, and technology risk management.
*Govern system access controls, IT policies, and disaster recovery processes.
*Oversee cybersecurity strategy, controls, testing (including penetration testing), and ongoing monitoring.
*Ensure compliance with FCA/PRA cyber requirements, NCSC guidance, and GDPR.
*Manage vulnerability scanning, patch management, endpoint security, and identity management.
*Own the incident response plan for cyber events and support regulatory notifications if required.
*Oversee payment processing (Faster Payments, CHAPS, BACS, card payments, etc.).
*Ensure reconciliations, settlements, and exceptions management are timely and accurate.
*Manage fraud operations, transaction monitoring, and chargeback processes.
*Provide Executive Committee (ExCo) with regular operational updates and ensure the correct specialist knowledge is conveyed to inform the committee according to agenda requirements.
*Ensure strategic objectives shaped at Executive Management level are translated into tactical business plans with mechanisms for key measurements in place to monitor progress.
*Engage with relevant stakeholders to understand business requirements and develop a comprehensive transformation programme.
*Ensure business change projects are delivered in line with directions from ExCo level.
*Coordinate the efforts of the different operational areas under management to ensure minimal duplication of efforts, maximum efficiency and value for money.
*Review performance against business plan as prescribed by the Board and agreed at ExCo, discuss gaps and agree on action plans to close gaps.
*Benchmark productivity of the department against industry standards and create measures to improve productivity.
*Maintain strong operational controls in line with FCA/PRA requirements, including operational resilience, outsourcing, GDPR, AML/KYC processes, and business continuity.
*Ensure the bank meets UK operational resilience framework requirements, including impact tolerances, important business services, and mapping/testing obligations.
*Own and maintain business continuity and disaster recovery plans.
*Serving / attending on various committees including Operational Risk & Conduct Committee.
*Ensure risk is effectively addressed in all aspects of the business under the Head of Operations.
*Work with direct reports to achieve excellent business results through continuous people development and mentoring activities.
*Ensure the development of a high-performing team through embedding formal performance appraisal, development plans and informally coaching direct reports on how to conduct the process effectively.
*Measure output quality against agreed service standards.
*Establish and maintain a succession plan for the department team heads.


The successful Head of Operations will have:


*Significant experience in operations leadership within a UK bank, building society, or FCA-regulated financial institution.
*Strong knowledge of UK banking operations: payments, onboarding/KYC, fraud operations, reconciliations, complaints, and customer servicing.
*Deep understanding of UK financial regulation (FCA Handbook, PRA rules, SYSC, Operational Resilience, Consumer Duty).
*Demonstrated ability to design, scale, and optimise operational processes.
*Experience with digital banking systems and automation highly desirable.