Job Description
Change & Operational Readiness Manager (Business Analyst, SME, and Project Manager)
Job Summary
We’re looking for a Change & Operational Readiness Manager to join our growing Operations team within the bank. You’ll be the bridge between strategic change and day-to-day business readiness making sure we land change well, with minimal disruption and maximum impact.
Please note - the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.
Key responsibilities
You’ll work closely with teams across the Bank - Operations, Technology, Transformation, and more - to make sure change isn’t just delivered, but delivered well. Your job is to get under the skin of what’s changing, understand the risks and opportunities, and make sure we’re fully prepared.
Some of the things you’ll be doing:
* Leading the operational response to change projects, making sure we’re ready for go-live and beyond.
* Designing clear, practical Operational Readiness Plans that help teams adapt quickly and confidently.
* Shaping change demand from the business and aligning it to wider strategic priorities.
* Supporting end-to-end delivery from early planning and workshops through to testing and benefit tracking.
* Getting stuck into UAT - defining, coordinating, and making sure results are acted on.
* Acting as a hands-on lead for smaller changes that don’t need tech development. You’ll play Business Analyst, SME, and Project Manager all at once.
* Creating useful, insightful reporting that gives leaders a clear picture of what’s changing across Home Finance Operations.
* Collaborating with the Head of Operational Change across the broader change portfolio.
Skills required
You don’t need to have done this exact role before, but you should be confident operating in change-heavy, regulated environments. You’re someone who sees things through, spots what others might miss, and communicates clearly under pressure.
Here’s what helps:
* Experience in financial services - especially in mortgages, operations, or regulated change.
* A solid understanding of operational areas like Customer Service, Collections, or Underwriting.
* Strong change management experience, you know what makes a project succeed or fail.
* Comfortable with UAT planning, benefit realisation, and the business side of delivery.
* Able to build strong relationships, influence people at all levels, and challenge where needed.
* Excellent communication and presentation skills.
* Confident with technology and comfortable working across multiple priorities.