Head of Operations, Technology & Change (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 be part of the management team of the Guernsey bank, joining its Executive Committee, being responsible for overseeing the bank’s day‑to‑day operations and ensuring that operational capabilities support the bank’s strategic objectives. The Head of Operations, Technology & Change will report to the CEO of R&CoBI and functionally to the COO of WMUK. They will have line management responsibility for around 25 staff including the following teams:

• Treasury Operations
• Business Applications
• IT Infrastructure
• Change & Project Management
• Onboarding & Periodic Review
• Property & Corporate Services

The post holder will be expected to contribute to the positive working environment that makes R&CoBI a great place to work, scoring very well in employee engagement surveys. They will also have responsibility for attracting, developing and retaining talent in their areas of responsibility.

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 / 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 service management processes, SLAs and 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 meeting reviewing progress and setting priorities
• Participate in weekly core banking system meetings both internally and with the provider ensuring that the appropriate items are prioritised

IT Operations & Service Management

• Maintain stable, secure, and resilient technology infrastructure
• Ensure availability and performance of:
  • Core banking platform
  • Mobile & Internet banking
  • Payments systems
  • 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 and monitor changing regulations
• 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 and determining when to report to the (Guernsey) Office of the Data Protection Authority

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 schedule for the board ensuring appropriate coverage of matters reserved for the board

Leadership & People Management

• Lead the Operations, Technology & Change function to achieve organisational objectives
• Manage team leaders within the function to ensure there is strong alignment across teams
• Motivate the teams within the Operations, Technology & Change functions, fostering 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 the activities of R&CoBI including some or ideally all of:
  • 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
  • Change management programmes
• Excellent communication skills with the ability to build relationships across the business and at Group at all levels

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 communications skills, ability to articulate complex issues in a clear and concise manner
• Ability to build and maintain relationships with key internal and external parties
• Proactive hands-on-approach with the willingness to be adaptable and flexible when needed
• Strong analytical and attention to detail skills
• Reliable, conscientious and professional with high level of professional integrity