Business Operations Lead

Job Description

Description

At 11:FS we see ourselves as the challenger team dedicated to helping banks and FS players transform themselves and the industry we love. For us this means rethinking what it takes to operate in financial services top to bottom to help our partners build and launch next generation digital propositions around the globe.

To do this we need an amazing team so we have pulled together the best in financial services and beyond. Our people have co-founded and grown challenger banks like Monzo, Starling, and Tandem, led the technology platforms at Nutmeg, Betfair and beyond and transformed banks like Lloyds, Halifax, Barclays, QNB and Natwest.

We are effectively building and launching new startup propositions for our clients and ourselves. We believe in treating every opportunity like a business, not a project and in treating resources as if they were finite, even when they are plentiful, and our customer's reputation is as important to us as our own.

We truly live our values at 11:FS, and they are critical to your entire journey here. Cultural fit is as, if not more, important as pure technical fit, and as part of your interview process we’ll deep dive in our values and your beliefs. Everyone at 11:FS fits our 4 core values: Team, Attitude, Communication and Impact, and this remains at the core of our growth.

Business Operations - Biz Ops is an elite support system that enables 11:FS and its people to create truly competitive differentiators. We provide systems, services, data and tools to support and empower 11:FS employees & teams while proactively managing business risk. We are here to create an environment where 11:FS employees can do the best work of their lives and create an edge for the business which means enabling performance, creating an unrivalled employee experience and nurturing a strong culture. We are obsessive about managing business risk and holding people to account, but not in a way that straight jackets our productivity or innovation. And we hate waste, we believe optimisation is the path to excellence and additional resources are the last resort.

Scope & impact:

Business Operations Lead to successfully deliver strategic change initiatives in a rapidly scaling business. The work is wide ranging from setting-up and operationalising a supplier management function to optimising existing business processes to supporting the set-up of new lines of business. Our vision & values are at the core of everything we do and a big part of success in this role is creating & delivering solutions that not only future-proof the business but drive desired behaviours throughout the organisation. As well as ongoing delivery of initiatives, a key part of this role will be working closely with the COO & Operations Director to establish and develop a strategic programmes / business change function. We’re looking for somebody who can balance being analytical, methodical & data first with a strong bias to action, making decisions quickly and moving at pace. This role is about executing and delivering results.

Key responsibilities:

• Work with COO & Operations Director to identify strategic change initiatives, assess costs/benefits & priorities against overarching business strategy and goals.
• Gather and analyse data, formulate and test hypotheses, synthesise findings, develop plans and help drive and translate recommendations into results
• Analysis and solution design for business change initiatives including requirements gathering, as-is analysis, target state definition / TOM design, gap analysis, process design & mapping, capacity planning/modelling.
• End-end project delivery: Undertake impact assessments, scoping, estimating and planning project; define project goals, approach, methodology & governance; managing risks, issues, budget & dependencies; ongoing reporting.
• Lead and motivate a multidisciplinary team of operations/business analysts, designers, engineers, SMEs from within the business, 3rd parties / suppliers, to deliver against project goals/outcomes.
• Outstanding communicator. Can build productive and positive relationships across the organization at all levels to drive influence. Execute a communications strategy that inspires stakeholders and the wider business. Namely:

- Stakeholder liaison and management especially helping with project definition, articulating goals/benefits/impact; ongoing reporting, collaboration with and influencing stakeholders to remove blockers and make timely decisions.

- Galvanise wider business around the work and help promote the initiative within the business as required and take the business on the journey. Able to sensitively communicate potential alterations to employees, focusing on the benefits that these changes will bring & keeping people onside with honesty and transparency.

- Expert at transitioning change programmes into business seamlessly focussing on appropriate & timely comms, coordinating training, supporting with any post implementation issues.

- Act and operate as an internal consultant, working directly with multiple stakeholders, management, and various related departments be able to optimise team performance.

Requirements

• Methodical, analytical and process oriented but pragmatic with it’s application and doesn’t let perfection get in the way of progress
• Makes astute decisions quickly based on an appropriate amount of data
• Effectively balances customer and business needs in decision making
• Prepared to challenge the status quo and how things are done with a view to always seeking to improve things
• Has working understanding of lean and agile methods.
• Experience of jobs to be done method, service design approaches or Six Sigma qualification would be beneficial but not mandatory
• Working knowledge of excel/G-sheets, PM tools (Asana, Jira, Smartsheet, Notion, etc etc), presentation software, process software. Automation such as Zapier & DB such as Airtable a bonus.
• Change management experience, including communications, engagement and behavioural and cultural change.
• Knowledge of both services (consulting) and product business models and operating functions desirable.
• Ex-consultant who’s been hands on operations in a start-up/scale-up preferable or a consultant looking to move into a more hands on operations role.

Benefits

• Discretionary bonus
• Flexible working
• New Mac laptop
• Private medical
• Pension - match up to 4%
• Income protection
• Life insurance
• Enhanced maternity, paternity & adoption leave
• Free eye test and contribution to eye wear for VDU
• Corporate gym membership
• Season ticket loan
• Birthdays off (or your child's if you prefer)