This leader will foster a high performance culture, collaborate with partners across UKPI, FNZ, Origo, and other operational teams to reduce transfer durations, improve straight through processing, and enhance the client experience.
Key Responsibilities
1. People Leadership & Development
Lead, coach, and develop a team of Transfer Operations crew to achieve high performance and strong engagement.
Run regular huddles, 1:1s, and capability uplifts focused on technical knowledge, quality and behaviours.
Set clear direction, goals, and expectations aligned with broader UKPI objectives.
Promote a culture of ownership, accountability, and continuous learning.
2. Operational Delivery & Oversight
Oversee day‑to‑day workflow management for transfer cases (including in‑specie cases, cash transfers, and complex escalations) ensuring cases handled with empathy, clarity, and accuracy to minimise avoidable contact and complaints.
Ensure SLAs and regulatory obligations are met
Monitor risk metrics, delays, errors, and operational incidents; implement corrective actions.
Drive reductions in transfer durations, aged cases, and complaints.
Partner with external providers (e.g., FNZ, TeX, Origo) to ensure data quality, operational integrity, and compliance.
3. Continuous Improvement & Change Delivery
Support operational and process improvements focused on automation, quality uplift, and efficiency.
Contribute to strategic change initiatives (e.g. SmartOps, Transfer Remediation, platform improvements) and represent Transfer Operations in cross‑functional forums.
Improve client outcomes by working with Client Experience, Complaints, and Oversight to resolve transfer issues through root‑cause analysis and preventative actions.
4. Stakeholder Management & Reporting
Build strong relationships with internal partners (CX, Oversight, FNZ Officers, Risk, Technology, S&S, Managed Services).
Provide accurate reporting on volumes, SLAs, aged cases, risks, and key trends.
Support MI development and contribute insights to senior leadership reviews.
Skills & Experience Required
Essential
Proven experience in an operational environment, preferably transfer operations, asset onboarding, or similar regulated processes.
Strong people‑leadership capability with experience coaching, developing, and motivating teams.
Excellent organisational skills with the ability to manage multiple priorities and high‑volume workflows.
Strong problem‑solving, analytical, and risk‑management skills.
Ability to navigate complex cases, make sound decisions, and escalate appropriately.
Confident communicator with the ability to influence stakeholders and collaborate effectively cross‑functionally.
Desirable
Knowledge of Origo standards and transfer‑related industry frameworks.
Experience leading teams using NWOW / agile / lean methodologies.
Familiarity with regulatory requirements and operational resilience expectations.
Continuous improvement mindset with experience driving operational enhancements.
Behaviours & Leadership Attributes
Client‑focused: Champions client outcomes and experience in every decision.
Results‑driven: Uses data and insights to drive performance and improve SLAs.
Empowering: Builds a culture of trust, psychological safety, and accountability.
Adaptive: Thrives in a fast‑paced environment with shifting priorities.
Collaborative: Works seamlessly across teams and sites, strengthening partnerships across Manchester and London.
Forward‑thinking: Anticipates risks, identifies opportunities, and contributes to long‑term strategy.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.
