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.