Manager Customer Operations

This is an exciting senior leadership role with responsibility for shaping product, pricing and customer experience strategy across Northridge Finance and Marshall Leasing. You will lead all aspects of the full lifecycle of vehicle finance and leasing products, from design and pricing to governance and performance. Reporting to the Managing Director, you will lead a multidisciplinary team and play a key role in delivering customer driven, commercially strong outcomes across two established businesses.,

• Lead the end-to-end management of the product portfolio, ensuring products are customer-focused, well governed and deliver clear outcomes
• Set and be responsible for pricing frameworks across retail, intermediary and corporate channels, balancing a drive to succeed, risk and business goals
• Use data and insight to inform decisions, improve performance and support UK-wide commercial thinking
• Shape customer experience across the product lifecycle, improving journeys, communications and retention approaches
• Work closely with operational and regulatory partners, providing oversight on customer experience, complaints trends and key industry engagements
  
  Bring a deep expertise in asset finance and leasing products, alongside strong knowledge of relevant regulation and market dynamics.
• Proven background in product management, pricing strategy, customer experience and governance, with the analytical capability to translate insight into commercial and customer outcomes.
• Strong communication, leadership and influencing skills are essential, as the role requires delivery through teams and stakeholders beyond direct reporting lines.
• Demonstrate resilience, a solutions?'focused mindset and an openness to innovation, with the credibility to operate confidently at senior level., There are no specific qualifications or minimum educational requirements needed for this role.
  
  This role works across Northridge Finance and Marshall Leasing, bringing together product, pricing, analytics and customer insight into a cohesive strategy. The team supports product governance, monitors market trends and translates insight into effective propositions for intermediary and corporate customers.
  
  Bank of Ireland prioritise work-life balance with a commitment to hybrid working, along with 26 days annual leave and excellent pension contributions.
Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy along with working parent and carer supports. Your health and wellbeing is important to us; we offer a substantial health insurance contribution, Employee Assistance Programme, and financial wellbeing coaches. We also encourage and support colleagues to pursue educational and professional qualifications to grow and enhance your career. Flexible working matching promise We know how important flexible working arrangements are to our colleagues, and we promise to try to match your current flexible working arrangement in this new role (all existing working arrangements considered!) Key Competencies
• Customer Focused - Leader
• Better together - Leader
• Be Decisive - Leader
• Take Ownership - Leader
• Manage Risk - Leader
We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email. Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process. Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.