Operations Product Owner

Improve Systems. Strengthen Processes. Support Product Development. We're looking for an experienced Operations Product Owner to join Earl Shilton Building Society and support our operational teams and the development of our mortgage and savings products. If you enjoy solving operational problems, improving processes and helping teams get the most from their systems, this is an opportunity to contribute to product development and continuous improvement across the Society.

Key Responsibilities

Product Development Support

• Support the development and launch of mortgage and savings products by identifying system, process and operational requirements.
• Work with operational teams to identify improvements that support new propositions and effective day-to-day product administration.
• Assess the operational and system implications of proposed product features and changes.
• Support product delivery across channels by ensuring processes and system functionality meet operational needs.

  Systems & Process Change Delivery

• Coordinate operational system and process changes, working with the teams responsible for delivery.
• Help prioritise improvements based on operational needs, customer impact, product development priorities and regulatory requirements.
• Translate operational and product requirements into clear business requirements, acceptance criteria and implementation plans.
• Work with operational teams to embed changes and confirm that new processes and system functionality work as intended.

  Systems Configuration & Support

• Configure and maintain mortgage and savings products within core systems to support product development and operational delivery.
• Maintain accurate product parameters, workflows and business rules, investigating configuration issues with relevant teams.
• Coordinate and carry out User Acceptance Testing (UAT), regression testing and control validation with operational users.
• Maintain system configuration records, process documentation and change logs to support effective administration and troubleshooting.

  Regulatory Compliance & Governance

• Work with Compliance to ensure product configurations, customer journeys and operational processes reflect applicable regulatory requirements.
• Translate agreed compliance requirements into system settings, process steps and operational controls.
• Support regulatory reporting by helping maintain accurate product and system data.
• Maintain evidence of configuration changes, testing and process controls for audit and assurance activities.

  Customer Experience & Journey Management

• Map and improve customer journeys and the supporting operational workflows across digital, broker and operational channels.
• Identify system and process improvements that simplify administration and make services clearer and easier for customers.
• Work with operational teams to balance customer needs, practical service delivery and regulatory requirements.

  Operational Readiness

• Help operational teams prepare for product launches, process updates and system changes.
• Produce clear procedures, user guidance and training materials, and support colleagues in using systems and processes effectively.
• Provide post-implementation support, investigate issues and coordinate resolution with relevant teams.
• Review operational processes and controls to ensure they support product requirements and day-to-day team needs.

  Operational Data & Continuous Improvement

• Understand how product and operational data moves through systems, processes and reports.
• Investigate data quality issues and work with relevant teams to address their underlying system or process causes.
• Use operational feedback, reporting and product performance insight to identify and track improvements.

Essential Experience

• Experience supporting operational systems, process improvement or product implementation within financial services.
• Experience delivering system changes or operational improvements, including testing and implementation support.
• Strong understanding of mortgage and/or savings products.
• Hands-on experience configuring, maintaining or supporting core systems or digital financial services platforms.
• Experience working with operational processes and controls in a regulated environment.
• Experience gathering requirements from operational users and collaborating with cross-functional teams.

  Essential Knowledge & Skills

• Understanding of how FCA regulation, Consumer Duty and mortgage regulatory requirements affect operational processes and product administration.
• Ability to document business requirements, acceptance criteria and practical user guidance.
• Knowledge of process mapping, system testing, issue investigation and change implementation.
• Good understanding of data quality, reporting, system configuration and operational controls.
• Excellent analytical and problem-solving skills.
• Clear communication skills, with the ability to explain system and process changes to operational colleagues.

  Personal Attributes

• You'll thrive in this role if you are:
• Practical and improvement-focused, with an understanding of how operational delivery supports product development.
• Customer-centric in your thinking and decision-making.
• Highly organised and able to manage multiple priorities.
• Comfortable working with colleagues to understand problems and agree workable solutions.
• Passionate about continuous improvement and innovation.
• Naturally collaborative and solutions-focused.

• Competitive salary and benefits package
• Pension scheme
• Generous holiday entitlement
• Professional development opportunities
• Flexible and hybrid working options
• Supportive and collaborative culture
• Opportunity to work on strategic business transformation initiatives

- Location: Earl Shilton, LE9 7NB - Ready to Make an Impact? If you have experience in operational systems, process improvement or financial services product implementation and enjoy supporting colleagues through change, we'd love to hear from you. Apply today and help improve the systems and processes that support our teams, products and customers.