The Business Operations Director is accountable for the effective management of OneBanx operations and partner ecosystem, encompassing both suppliers and customers. The role ensures that partner relationships deliver strong commercial value, reliable operational performance, and appropriate risk and compliance outcomes. The role also ensures core components of OneBanx operations are managed efficiently while acting as the voice of the customer internally. As a senior role within the business, you will be expected to build robust processes and structures, while retaining a hands-on approach where necessary.
Key Responsibilities:
Operational Leadership and Execution
- Own day-to-day operations across customer service and delivery; translate strategy into reliable execution at scale.
- Adapt operating models where required for rapid scale up.
- Own operational matrices and drive operational improvement.
- Act as the CEO’s execution partner; provide operational insight, risk visibility and scalability planning.
- Optimise unit economics, cost base and operational leverage while supporting revenue growth and enterprise client delivery.
Partner Relationship Management
- Own and manage strategic relationships with both suppliers and customers, acting as a point of accountability within OneBanx.
- Conduct structured, regular partner reviews to assess performance, service quality, and alignment with business objectives.
- Act as the internal voice of the customer, ensuring customer feedback, complaints insight, and operational experience inform partner decisions.
- Manage partner escalations and ensure issues are resolved effectively and transparently.
Supplier Onboarding & Due Diligence
- Coordinate and oversee supplier onboarding checks prior to contract execution, ensuring required due-diligence assessments are completed and documented.
- Work with Risk, Compliance, and Technology teams to ensure supplier risks are identified, assessed, and addressed or formally risk-accepted.
- Ensure suppliers meet OneBanx requirements across areas such as financial crime, data protection, information security, operational resilience, and customer impact.
- Maintain oversight of onboarding outcomes, conditions, and remediation actions.
Contract & Commercial Management
- Lead annual and periodic supplier contract reviews to ensure value for money, appropriate service levels, and continued alignment with OneBanx needs.
- Challenge supplier pricing, cost increases, and commercial structures to ensure spend is justified and controlled.
- Ensure contracts include appropriate provisions for audit rights, incident management, data protection, business continuity, and exit arrangements.
- Support commercial negotiations and supplier rationalisation where appropriate.
Cost Control
- Ensure timely, cost-effective, and centrally coordinated procurement of critical company resources.
- Work with Finance and Operations to monitor supplier spend, forecast future costs, and identify opportunities to optimise or reduce expenditure.
- Promote transparency and discipline in partner-related spending decisions.
Ongoing Performance, Risk & Assurance
- Maintain structured ongoing supplier and partner performance management, including KPIs, SLAs, and service reporting.
- Ensure ongoing due diligence and assurance activities are completed for key and critical partners.
- Oversee partner-related incidents, ensuring appropriate escalation, root-cause review, and corrective actions.
- Maintain visibility of supplier dependencies, risks, and exit plans to support operational resilience.
Cross-Functional Collaboration
- Work closely with Technology teams to capture structured feedback on partner performance and service quality.
- Collaborate with Compliance, Risk, Legal, and Finance teams to ensure partner arrangements remain aligned with regulatory and internal requirements.
- Provide clear reporting to senior stakeholders on partner performance, risks, costs, and dependencies.
Skills & Experience :
- Experience managing supplier and/or customer partnerships in a regulated or operationally complex environment.
- Strong commercial and contract management capability.
- Good understanding of third-party risk, operational resilience, and compliance expectations.
- Ability to coordinate cross-functional stakeholders and challenge constructively.
- Strong communication, organisation, and stakeholder management skills.
Personal Attributes:
- Commercially astute and value-driven
- Structured, pragmatic, and accountable
- Customer-focused with strong internal credibility
- Comfortable operating in a scaling, evolving organisation
