Craig Boe
Head of Customer Operations @Metro Bank (UK)
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WORK HISTORY
Head of Customer Operations @Metro Bank (UK)
London, GB
Lead a team of managers, providing coaching, workflow support and escalation assistance across multiple individual teams, including hiring and performance management.• Manage and maintain the team’s risk and compliance procedures chairing Risk Forums and attending risk committees. Producing papers for approval. • Work with stakeholders to ensure the delivery of regulatory, mandatory, servicing and marketing communications and consult on delivery methods, scheduling ad hoc work to meet agreed timelines.• Identify and work on cost saving initiatives (£2m saved in 2024), process improvements and technology enhancements.• Provide training on system use and process development. • Collaborate with other stakeholders to deliver projects on product and service changes. Including the build of a Customer Communications Hub to ensure communications meet Consumer Duty Regulations, platform upgrades and process automation.• Own the customer communications journey roadmap across multiple products working with stakeholders across the Bank to ensure all communications are included, understanding the customer impact.• Maintain roadmaps, risk logs and reporting of change and project delivery, escalating issues and blockers.• Review and analyse customer and colleague feedback, through NPS and complaints making recommendations to other departments. • Provide support for incidents, including problem solving and implementing fixes.• Manage the operations budget across multiple work streams, including email, website and letter and customer experience.• Manage and build relationships with 3rd party suppliers, ensuring all SLAs are met and risks and controls are effective. • Maintain and report on KPI’s to ExCo, summarising trends and quality issues and provide recommendations.• Building, owning and delivering a 5-year communications strategy plan for the Bank.• Maintain process documents, playbooks and templates for the Bank. Ensuring processes meet regulations.
ABOUT CRAIG BOE
A results‑driven leader with 25+ years’ experience delivering high‑performing customer operations across the banking sector. I hold a Chartered Banking Diploma in Banking Operations and hold certificates in KYC & CDD and AML. I have also completed a senior Customer Service Apprenticeship with additional Team Leadership module achieving a distinction.Skilled in process improvement, risk management and driving strategic change that enhances customer experience and efficiency. Proven ability to lead teams, manage stakeholders and deliver measurable commercial impact. Currently seeking a new opportunity to apply my expertise, develop further and contribute to meaningful organisational growth.Some of my achievements in my career include:Delivered major cost savings using Lean and Six Sigma methodologies, achieving £2m saving in 2024 and £1.5m in 2025, alongside more than 30 process improvements and multiple technology enhancements. Strengthened operational efficiency by leading high‑performing teams across multiple locations, building dashboards, optimising customer journeys and reducing open risks from 6 to 2 through strong risk and compliance management. Led strategic transformation projects, including an 18‑month financial crime MI integration that automated reporting, reduced key‑person dependency and improved data accessibility via Tableau. Consistently exceeded performance targets, including achieving 120% of annual target in 2021 and securing 97% customer satisfaction from external suppliers. Built and managed strong supplier and stakeholder relationships, overseeing major external partnerships, chairing risk forums and presenting strategic plans and insights to senior executives. Improved customer communications and operations, delivering regulatory statements on time, identifying rapid savings (e.g, £22k in first two months), and enhancing customer engagement through process, product and service improvements.
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