Services Head - Client Operations

Role Information: Senior Services Head

Retail & Business Banking Operations in the UK

Location : London, Holborn, United kingdom

Designation : Senior Services Head

Broad Overview of the Client and the Role

Job description:

Employee will lead the strategic client relationship for the Client, a UK high-street bank built around a distinctive community banking model delivered through ‘stores’ rather than traditional branches, alongside a growing specialist mortgage, SME and commercial lending business. The Client services personal, business and commercial customers across its store network and digital channels, and has an established outsourcing relationship with Infosys spanning technology and operations. This role sits at the heart of that relationship, acting as the senior Infosys representative accountable for the overall health, governance and transformation agenda of the account, operating across the Client’s London locations and Canary Wharf. The role requires a proven senior operator who can translate the Client’s strategic priorities into a well-governed, continuously improving, delivery model.

While this role is designed to specifically be a senior client-facing leadership role for Infosys based in the UK, with multiple responsibilities that are focused towards this one client, the candidate must also have the capacity to represent the BFSI segment of Infosys more broadly. This includes participating in industry events, meeting with analysts and Infosys clients to share insights, and potentially support growth of new business in the region.

Reporting Line & Role Expectations

• Will report into Infosys BPM account/business unit leadership and act as the senior-most Infosys point of contact for the Client relationship in the UK
• Minimum of 20 years of experience in UK retail banking, with demonstrable UK-based career history
• Deep, current knowledge of the UK banking landscape, regulatory environment and competitive dynamics facing challenger and high-street banks
• Proven ability to hold senior client conversations and consistently deliver against jointly committed objectives
• Strong track record specifically in transformation (not just steady-state delivery) with evidence of having reshaped an operating model
• Experience scoping and executing onshore-to-offshore transition scenarios will be a strong advantage
• Must be comfortable operating across two London sites (Holborn & Canary Wharf) and representing Infosys credibly to senior Client stakeholders
• Must be willing to travel between client and Infosys locations as required to maintain visible, in-person senior sponsorship of the account

Role Specifics

PERSONAL ATTRIBUTES

• Demonstrates an understanding of UK business practices, professional standards, and customer service expectations, with the ability to represent a relationship-focused banking brand.
• Must be a credible, confident senior interlocutor able to hold their own in front of C-suite and senior leadership stakeholders
• Must be a strong, natural relationship-builder across both the client organisation and the Infosys delivery teams
• Demonstrates the ability to work effectively in complex or ambiguous situations, using sound judgement and initiative to identify practical solutions and seek appropriate guidance where required.
• Demonstrates the ability to build consensus and align stakeholders across functions and organisations, using clear communication, collaboration and constructive influence to achieve shared objectives.

GOVERNANCE DRIVERS

• Build and sustain strong working partnerships with the client organisation and the Infosys team at every level
• Own and run the formal governance forums between Client and Infosys, ensuring the right decisions get made at the right level, on time
• Proactively manage the overall portfolio by identifying emerging risks, implementing appropriate mitigation measures and escalating material concerns in a timely manner.
• Act as the ultimate escalation point for the account, personally resolving delivery issues that cannot be closed at Operations Manager level
• Own the overall commercial and delivery health of the account, including contract performance, scope evolution and growth opportunities
• Represent Infosys in strategic and transformation discussions, ensuring the Client’s evolving priorities - including its shift toward specialist mortgages, SME and commercial lending - are reflected in the operating model

ENABLERS

• Sponsor and champion the transformation and automation agenda across the account, converting strategic intent into funded, delivered initiatives
• Build a strong bench of Operations Managers and leaders beneath this role, ensuring continuity and succession across all in-scope locations
• Act as a conduit for best practice from across the wider Infosys BFSI portfolio into the Client account, and vice versa
• Maintain close, current awareness of the Client’s regulatory and conduct environment so governance conversations are grounded in genuine current context

Required skill set

• Minimum of 20 years of relevant experience in UK retail banking and/or BFSI outsourcing, including significant senior client-facing experience
• Demonstrated experience scoping and delivering transformation programmes, including onshore-to-offshore transition design
• Strong understanding of banking operations across multiple functions (account opening, servicing, collections, complaints, fraud, financial crime & ongoing due diligence, payments, invoice & asset finance, lending operations, institutional banking, middle office) sufficient to govern a multi-function account credibly
• Must understand contractual terms, commercial structures and governance frameworks typical of large-scale outsourcing relationships
• Proven expertise aligning delivery outcomes to organisational and client strategic priorities.

Must possess strong:

• Executive-level communication and stakeholder management skills
• Commercial and financial acumen sufficient to own account P&L conversations
• Analytical and problem-solving skills to diagnose systemic delivery issues
• Ability to exercise discretion and sound judgment in complex, ambiguous and politically sensitive situations
• Excellent verbal and written communication skills, including board-level reporting.

Educational

• Bachelors, MBA or equivalent relevant qualification required
• Must have a proven record of outstanding performance
• Client/account management, banking or transformation-related certifications will be a significant advantage
• Any Six Sigma/Lean/Process Improvement and/or automation-related qualifications will be an advantage
• Any senior leadership or executive management training will be an advantage

Benefits:

• 25 days holiday excluding Bank Holiday’s Leave Year runs from April 1 to March 31
• Employee discounts – Perk Box
• Access to training platform for PD – Lex
• Company Pension
• Income Protection
• Employee Assistance Program (EAP)