General Manager- Strategic Transformation

At Latitude, we make it possible - for our customers, our communities, and our people. We believe in creating opportunities that truly matter, helping you thrive both professionally and personally. That’s why we offer benefits that make a real difference in your life.

We make it possible
- to spend more time with your loved ones - with an extra week of paid leave each year through our Take 5 initiative.
- to balance work and life - with a hybrid working model, giving you the flexibility to work from home while connecting in the office just two days a week or work remote for certain roles.
- to put your wellbeing first - with Sonder, a 24/7 support app for mental and physical wellness.
- to access great financial benefits - with discounts on Latitude products and services.

As General Manager - Strategic Transformation 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 directly with other Executive General Managers across the business to deliver measurable and sustainable outcomes.

In this role, you’ll be responsible for:
Operational Strategy & Execution: Working closely with operational leaders to 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 - identifying high-impact transformation opportunities and leveraging 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 & 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 to 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 of expected initiatives include:

- Transformation of debt collection performance and capability.
- Design and implementation of an episodic Net Promoter Score (NPS) program focused on improving critical customer journeys.
- End-to-end customer service delivery transformation.
- Operational excellence and process simplification initiatives.

Executive Engagement: Operate as a trusted advisor to the executive leadership team, providing insights, challenge, and support in shaping strategic priorities and delivering business
- critical change but with direct authority to drive key decision required drive key initiatives to completion on time and on budget and generate demonstrable and measurable enterprise value.

Governance & Transition: Establish strong governance frameworks for initiative delivery and ensure successful transition of initiatives into steady-state business-as-usual (BAU) ownership.
- Proven experience (15+ years) in strategy, transformation, business management, operational improvement leadership roles, ideally within retail banking/consumer finance industry.
- Demonstrated ability to lead cross-functional teams in complex, fast-paced environments with high levels of 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 strong 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. We support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home, the office or a combination of both.

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