General Manager- Strategic Transformation

General Manager – Strategic Transformation role at Latitude Financial Services. You will play a critical leadership role responsible for designing, executing and embedding high-impact strategic initiatives that drive revenue growth, cost reduction, operational efficiency and improved customer experience. You will work as an internal transformation consultant, reporting to the Executive General Manager – Strategy & Transformation, while partnering with other Executive General Managers across the business to deliver measurable and sustainable outcomes.

• Operational Strategy & Execution: Define, evaluate and deliver operational efficiency, cost management and effectiveness programs across the organisation. Develop and implement operational improvement initiatives to enhance customer experience and operational performance. Lead the development and execution of key operational projects and programs, acting as the single point of accountability for successful execution and value realisation.
• Operational Excellence: Lead enterprise-wide operational excellence initiatives, driving continuous improvement through best-practice process design, lean principles, and scalable frameworks that enhance efficiency, quality, and customer outcomes.
• Fundamental Process Redesign: Identify high-impact transformation opportunities and leverage AI and other emerging technologies—including automation and data-driven decision-making—to reimagine workflows, redesign processes, eliminate complexity, and unlock step-change improvements in customer experience and performance.
• Cross-Functional Execution: Engage with and lead cross-functional teams to identify performance improvement opportunities, design fit-for-purpose solutions, and manage execution from concept through implementation and transition to BAU.
• Value Delivery: Ensure strategic initiatives deliver clear commercial and customer value, including revenue enhancement, expense management, operational uplift, and advocacy growth.
• Transformation Projects: Examples include transformation of debt collection performance and capability, design and implementation of an episodic NPS program focused on improving critical customer journeys, end-to-end customer service delivery transformation, and operational excellence and process simplification initiatives.
• Executive Engagement: Act as a trusted advisor to the executive leadership team, providing insights, challenge, and support in shaping strategic priorities and delivering business-critical change with authority to drive key initiatives to completion on time and on budget.
• Governance & Transition: Establish strong governance frameworks for initiative delivery and ensure successful transition of initiatives into steady-state business-as-usual ownership.

• Proven experience (15+ years) in strategy, transformation, business management, or operational improvement leadership roles, ideally within retail banking/consumer finance.
• Demonstrated ability to lead cross-functional teams in complex, fast-paced environments with ambiguity.
• Strong commercial acumen and ability to balance strategic vision with hands-on execution.
• Exceptional stakeholder engagement and influencing skills, including at Executive and Board level.
• A track record in delivering enterprise-wide transformations that improve customer outcomes and business performance.
• Experience with customer experience programs, operational improvement frameworks (e.g., Lean, Six Sigma), and agile delivery practices is advantageous.

Latitude offers a flexible working environment and supports a safe, healthy, engaging, and productive environment for all employees, whether at home, in the office, or a hybrid arrangement.