Head of Operations, Technology & Change
Our client is a prestigious wealth management organisation providing a comprehensive range of services. They are looking for a senior leader to head up their Operations, Technology & Change function in Guernsey.
Overview of Role
This is a new senior role to lead and develop the Guernsey bank’s Operations, Technology, and Change functions. The role is key in ensuring operational efficiency, risk control, and resilience across the bank.
The post holder will join the Executive Committee, be responsible for overseeing the bank’s day-to-day operations, and ensure that operational capabilities support the bank’s strategic objectives. They will report to the CEO of the Guernsey bank and functionally to the Group COO.
They will have line management responsibility for around 25 staff across the following teams:
- Treasury Operations
- Business Applications
- IT Infrastructure
- Change & Project Management
- Onboarding & Periodic Review
- Property & Corporate Services
Key Responsibilities
Strategy, Execution & Leadership
- Develop and implement operational and technology strategies to improve efficiency and service delivery
- Ensure technology and operational processes support strategic goals
- Analyse market trends and implement process improvements to drive productivity
- Identify opportunities to improve customer experience, efficiency, and operational resilience
- Advise the Executive Committee and Board on operational and technology opportunities, risks, and trends
- Develop and refine operational and technology policies, procedures, and KPIs
Oversight of Core Bank Operations
- Manage the bank’s infrastructure, processes, and daily operational activities across departments
- Oversee operational systems that underpin all banking activities
- Lead continuous improvement initiatives to ensure efficiency, scalability, and service delivery
- Lead the relationship with outsourced service providers, monitor SLAs, performance reporting, and participate in service level meetings
Technology & Change
- Ensure systems support real-time transactions and meet resilience requirements
- Provide strategic leadership and drive technology adoption that enhances customer experience and competitiveness
- Develop IT governance frameworks and manage cybersecurity, system risks, and disaster recovery plans
- Lead the bank’s change portfolio and PMO
- Chair weekly IT meetings reviewing progress and setting priorities
- Participate in weekly core banking system meetings both internally and with the provider
IT Operations & Service Management
- Maintain stable, secure, and resilient technology infrastructure
- Ensure availability and performance of core banking platform, mobile and internet banking, payments systems, and internal business applications
- Manage technology service providers, cloud providers, and outsourced IT partners
- Develop and monitor service management processes, SLAs, and performance reporting
Regulatory Compliance & Risk Management
- Ensure the bank complies with local and international banking regulations, including operational risk controls
- Work closely with compliance and risk teams to maintain robust risk-management frameworks
- Embed regulatory requirements and operational resilience into day-to-day operations
- Ensure robust internal controls appropriate to a regulated bank
- Prepare for internal/external audits and regulatory reviews
- Act as local Data Protection Officer
Financial & Administrative Oversight
- Partner with finance to maintain strong financial health through accurate reporting and cost-efficient operations
- Oversee contract negotiations and vendor management to optimise cost and quality
- Manage facilities, ensuring compliance with safety and operational standards
Business Continuity & Operational Resilience
- Lead business-continuity planning and disaster-recovery strategy to ensure uninterrupted bank operations
- Maintain system resilience to support near-perfect uptime requirements for critical applications
- Manage major incidents and technology outages
Reporting
- Prepare submissions for monthly Executive Committee and quarterly Board meetings
- Manage the board schedule ensuring appropriate coverage of reserved matters
Leadership & People Management
- Lead the Operations, Technology & Change function to achieve organisational objectives
- Manage team leaders within the function to ensure strong alignment across teams
- Foster a culture of high performance, accountability, security, and continuous improvement
- Recruit, develop, and retain talent
- Provide leadership, coaching, and mentoring to direct reports
Professional Experience
- Previous leadership role in a closely regulated financial services business, ideally banking
- A broad range of experience across some or all of the following: payments and settlements, customer onboarding and KYC/CDD, vendor and outsourcing management, business continuity and operational resilience, IT operations, core banking system upgrades, process automation, and change management programmes
- Excellent communication skills with the ability to build relationships across all levels of the business
Personal Qualities
- Strategic thinking with the ability to identify priorities and execute on them
- Energetic, self-starter, highly structured and organised
- An inspiring leader and mentor
- Excellent written and verbal communication skills, able to articulate complex issues clearly and concisely
- Ability to build and maintain relationships with key internal and external parties
- Proactive, hands-on approach with willingness to be adaptable and flexible when needed
- Strong analytical and attention to detail skills
- Reliable, conscientious, and professional with a high level of integrity
Related Careers
