Chief of Staff - CBO

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver.  We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally.  We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities.  This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale.  We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

To provide strategic direction, disciplined business management and transformation oversight for the Chief Banking Office, ensuring the bank has:

• A clear strategic narrative and equity story for the Chief Banking Office. 
• Robust governance, decision-making and follow-through on agreed actions.
• Measurable productivity, efficiency and capacity gains from transformation, technology and AI

The role exists to ensure strategic priorities are clearly articulated, tightly managed and delivered with evidence of impact.

Key Responsibilities 

Strategic Narrative & Equity Story

Own and maintain the strategic narrative and equity story for the Chief Banking Office, ensuring clarity on:

• Where the bank competes (Markets and Competitors)
• How it creates a premium value proposition
• How strategy links to shareholder returns (key drivers of share price) 

Lead market and competitive insight, including:

• Opportunities in core, adjacent and new market segments
• Annual TAM sizing and refresh
• Thematic deep dives (“spotlights”) to support Board and investor discussion

Support M&A and inorganic growth by providing:

• Strategic rationale
• Market context
• Value creation logic

Lead the narrative, structure and content for:

• Markets Day
• Investor-related Board and ExCo materials

Establish clear proof points for major initiatives (e.g. technology platforms) articulating:

• What was implemented
• What changed
• What value was delivered

Business Management & Governance

Provide strong business management for the Chief Banking Office ensuring good discipline. Own executive reporting and governance rhythm, including:

• CEO report
• ExCo papers

Track and drive delivery of agreed actions across:

• ExCo and SMT decisions
• Strategic programmes (e.g. “30 by 30”, FTSE 100 readiness drivers)

Coordinate performance management across Managing Directors, including:

• CSAT and customer metrics
• Strategic and operational KPIs

Transformation, Productivity & Efficiency

Act as the link between the Chief Banking Office and COO on transformation priorities and outcomes and tangible benefits

Lead the capacity creation and productivity agenda, including:

• Simplification of processes
• Reduction of layers and span-of-control inefficiencies
• Identification and removal of low-value activity

Apply data, technology and AI pragmatically to:

• Increase front-office capacity without increasing headcount
• Target material productivity improvements

Drive redesign of inefficient processes to reduce cycle time, effort and complexity

Data & Insight

Own the data and insight capability supporting the Chief Banking Office

• Ensure data is insightful, accessible and aligned to strategic priorities

Translate data into insight for:

• Executive decision-making
• Board and investor communications

Maintain a consistent, controlled data source used for KPIs (business and operational), the equity story and Annual Report verification.

Experience 

• Senior leadership experience in strategy, business management or transformation within financial services
• Proven track record working at ExCo and Board level
• Experience translating strategy into delivery with measurable outcomes
• Strong understanding of banking economics, productivity drivers and shareholder value
• Strong analytical and critical thinking skills, with the ability to leverage data to make strategic business decisions.
• Demonstrated ability to translate data insights into business strategies and process improvements.
• Proven ability to monitor and evaluate the effectiveness of strategies and processes, and make necessary improvements based on data insights.

Technical / Specialist Knowledge & Skills

• Strategic analysis and narrative development
• Strong commercial and financial acumen
• Deep understanding of productivity, efficiency and operating model design
• Ability to assess and articulate value from technology and AI investments
• High standard of written and verbal communication for senior audiences

Interpersonal Skills

• Direct, credible and outcomes-focused style
• Able to challenge constructively and hold senior stakeholders to account
• Strong influencing skills 
• Comfortable operating in ambiguity while driving clarity for others

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done