Operations Coordinator

Role Profile

The Operations Coordinator plays a key role within the Group Operations Hub (GOH), primarily supporting the Hatchery Programme, which focuses on developing and launching new products, services and business propositions in line with the organisation's strategic objectives.

Working collaboratively with stakeholders across the business, the role supports projects from initial planning through to implementation, ensuring activities are coordinated, progress is monitored and stakeholders remain informed. The role will also support the Evolution Programme and wider operational change and continuous improvement initiatives where required.

As an ambassador of our core values — Adapt, Evolve & Thrive — the Operations Coordinator will promote collaboration, continuous improvement and effective change delivery.

Key Responsibilities

Hatchery Programme & Project Coordination

• Support the planning and delivery of Hatchery initiatives, including the development and launch of new products and services.
• Work with stakeholders to help define project objectives, scope, timelines and deliverables.
• Develop and maintain project plans, tracking key milestones, actions and dependencies.
• Coordinate project meetings and workshops, capturing actions, following up on progress and supporting the development of business cases.

Business Analysis & Requirements Gathering

• Work with stakeholders to understand business needs and translate ideas into clear requirements.
• Conduct process mapping, stakeholder analysis and gap analysis to identify operational needs and improvement opportunities.
• Prepare business requirements, process diagrams and supporting documentation.
• Liaise with Engineering, Product, Compliance and other teams to ensure requirements are understood and consider the impact of proposed changes.

Stakeholder Engagement & Communication

• Build and maintain effective working relationships with stakeholders across the organisation.
• Support stakeholder meetings and workshops to gather information, share progress and encourage collaboration.
• Provide clear and timely project updates, highlighting progress, upcoming milestones and any issues requiring attention.

Governance, Reporting & Risk Management

• Support Hatchery governance processes, ensuring project documentation, decisions and approvals are maintained.
• Monitor project progress, maintaining risk and issue logs and escalating concerns where appropriate.
• Prepare regular project status reports and updates for the Senior Operations Manager and relevant stakeholders.

Implementation & Operational Readiness

• Support the implementation and launch of new products, services and business changes, working with relevant teams to ensure operational readiness.
• Coordinate user acceptance testing (UAT) activities, including tracking issues and feedback.
• Support the handover of new products and services into business-as-usual operations and contribute to post-implementation reviews to capture lessons learned.

Continuous Improvement & Wider Operational Support

• Support the Evolution Programme and wider GOH change and continuous improvement initiatives where required.
• Identify opportunities to improve processes, ways of working and project coordination.

Skills & Experience

Essential

• Experience in an operations, project support, business analysis or coordination role, preferably within Financial Services.
• Strong organisational and planning skills, with the ability to manage multiple activities and priorities.
• Excellent communication and interpersonal skills, with the ability to build effective working relationships.
• Strong attention to detail and the ability to produce clear documentation and project updates.
• Good analytical and problem-solving skills, with a proactive, collaborative and adaptable approach.

Desirable

• Experience supporting business change, new product development or project delivery.
• Understanding of business analysis techniques, process mapping or project management approaches.
• Knowledge of financial services operations and experience using project management or collaboration tools.