As our Operations Enablement Lead, you’ll be at the centre of Customer Assurance transformation. You’ll take complex operational insights—incidents, QA findings, frontline pain points—and convert them into practical, delivered change.
You’ll own the enablement backlog, lead multiple initiatives simultaneously, and ensure every change delivers real, sustained benefits.
This role combines hands-on delivery, people leadership, and capability uplift. You’ll not only deliver improvements, but also help build and evolve how we approach service assurance, quality, and continuous improvement.
What You’ll Be Doing
Turn insights into action
Translate incident learnings, QA outcomes, control testing, and frontline feedback into clear problem statements and solutions
Partner with Operations Resilience to embed CPS230 and operational resilience principles into process improvements
Drive continuous improvement with a preventative, forward-thinking mindset
Lead delivery end-to-end
Own and drive multiple enablement initiatives from design through to execution and benefit realisation
Manage and prioritise the enablement backlog aligned to customer, risk, and business priorities
Track progress, ensure milestones are met, and maintain clear visibility of outcomes, ensuring changes are embedded and delivering sustained impact
Play a key role in shaping how we approach quality
Lift quality & insight capability
Help shape & strengthen how we generate, interpret, and use quality insights to identify issues & improvement opportunities
Support the evolution of more scalable & efficient approaches to quality & assurance
Influence and collaborate
Work closely across operations, risk, & technology teams to align on priorities & solutions
Connect the dots between issues identified and solutions delivered
Act as a trusted partner to drive alignment across diverse stakeholders
Lead and uplift your team
Guide and support analysts, driving accountability, quality, and strong delivery outcomes
Build capability across the team in problem-solving, insight generation, and delivery
Challenge thinking to ensure insights link clearly to customer impact and risk exposure
What You’ll Bring
You’re someone who thrives where problem-solving meets delivery.
Key capabilities include:
Strong background in process improvement, operational risk, incident management, or resilience
Proven ability to deliver end-to-end initiatives across multiple priorities
Experience working with CPS230 or operational resilience frameworks
Strong analytical mindset—skilled at root cause analysis and turning insights into action
Ability to influence, align and bring stakeholders on the journey
Experience leading or mentoring others in complex operational environments
Clear, confident communication skills (both written and verbal)
Why This Role?
Visible impact: See your work delivered and making a real difference
Ownership: Lead initiatives from idea through to outcome
Complex problem solving: Work on meaningful, high-value challenges
Collaborative environment: Partner across frontline, risk, and technology
Future-focused: Shape how resilience and customer assurance evolve
Ready to make an impact?
If you’re passionate about turning insight into action, building capability, leading change, and delivering outcomes that matter—we’d love to hear from you.
Inicia sesión para buscar evaluaciones auténticas, calificaciones anónimas y datos sobre los sueldos antes de postularte.