Open to opportunities

Gerry Fitzpatrick

@gerryfitzpatrick

Message

I am a Senior Operational Delivery Leader driving transformation and operational excellence.

United Kingdom

Message

What I'm looking for

I seek a senior operations or delivery leadership role where I can lead large-scale transformation programmes, mentor teams, and drive operational excellence in a collaborative, inclusive, regulated financial services environment.

I am a Senior Operational Delivery Leader with over 20 years' experience driving transformation and operational excellence in Financial Services. I combine commercial insight with disciplined programme execution to reduce costs, accelerate delivery, and improve quality outcomes.

At PwC I led high-impact delivery initiatives, including a two-year customer remediation programme managing 50 FTE and a specialist complaints resolution team to address regulatory backlogs. I designed end-to-end operational processes and introduced AI-powered enhancements that improved customer experience and service delivery. I cultivate trusted relationships with senior stakeholders to secure alignment and long-term client value.

Previously at Santander I led 180–200 personal bankers across Private, Select and Personal Banking, delivering product launches, establishing governance frameworks adopted nationally, and streamlining operations to improve compliance and performance. I have a strong track record in risk and transparency management that supported successful audits and regulatory reviews, and I continuously coach and mentor teams to build capability and accountability.

I champion inclusion and wellbeing, having represented PwC Operate to advance diversity initiatives affecting over 300 colleagues. I am seeking senior leadership opportunities where I can empower teams, drive large-scale change, and deliver sustainable business value in regulated environments.

Experience

Work history, roles, and key accomplishments

Current

Senior Operational Delivery Lead

Current

PwC Operate, NI

Jan 2023 - Present (2 years 8 months)

Spearheaded large-scale programmes, including a two-year engagement for a major car finance company’s customer remediation programme (approx. 50 FTE) and a specialized complaints team reducing a complex backlog under regulatory scrutiny. Established strong, trusted partnerships with the Tax Line of Service as Delivery Partners within PwC Consulting.

Stakeholder Engagement Regulatory Compliance Leadership Development

Current

Senior Operational Delivery Lead

Current

PwC

Jan 2023 - Present (2 years 8 months)

Spearheaded a two-year customer remediation programme for a leading car finance firm, overseeing a 50 FTE team and leading a specialist complaints resolution team to address regulatory backlogs. Designed end-to-end operational processes with AI enhancements to improve customer experience, mentored emerging leaders, and championed inclusion and wellbeing for over 300 colleagues.

Process Improvement Stakeholder Management People Leadership Regulatory Compliance

Senior Operations Manager

Santander UK

Mar 2013 - Feb 2022 (8 years 11 months)

Managed Select, Private, and Personal Relationship Managers across Glasgow, Belfast, and Leicester, overseeing 100 FTE and 1st line supervisors. Achieved significant improvements in commercial and service performance for Santander's retail and wealth products.

Operations Management Performance Improvement Risk Management Digital Transformation Team Leadership

Technical Business Manager

Santander UK

Aug 2012 - Mar 2013 (7 months)

Inspired and managed teams in operational improvement, increasing motivation and productivity. Maintained outstanding standards by continuously looking for areas of improvement, ensuring exceptional service.

Team Management Performance Reviews Coaching

Banking and Mortgages Retentions Team Manager

Abbey plc

Sep 2009 - Jul 2012 (2 years 10 months)

Led a team of Mortgage Retention specialists in handling enquiries for tailored secured lending solutions. Developed a successful retentions team with improved processes, resulting in numerous awards.

Mortgage Retentions Team Leadership Process Improvement Recruitment Strategic Planning

Premium Banking Relationship Consultant

Abbey plc

Nov 2006 - Aug 2009 (2 years 9 months)

Used creativity, strategic thinking and knowledge of current market trends to target and build relationships with potential customers. Generated solid understanding of competition, their activity and strategies by conducting competitive analysis.

Relationship Management Market Analysis Sales Maximisation Customer Service Regulatory Compliance

Premium Banking Relationship Consultant

Abbey

Nov 2006 - Aug 2009 (2 years 9 months)

Developed and maintained high-value client relationships, maximising sales opportunities through strategic targeting and competitive analysis. Conducted customer meetings and ensured compliant service delivery through adherence to industry regulations.

Relationship Management Sales Competitive Analysis Regulatory Compliance Communication Account Planning

Retentions Team Manager

Abbey

Built and led a mortgage retentions team of 10 FTE, improving processes that earned internal awards and increased customer retention. Oversaw recruitment, training, and management of the retention database and online booking system to support operational efficiency.

Customer Retention Team Management Recruitment Process Improvement Training CRM Risk Assessment Sales Strategy

Education

Degrees, certifications, and relevant coursework

Unknown University

BEng, Civil Engineering

Completed a Bachelor of Engineering degree in Civil Engineering. This program provided a strong foundation in engineering principles and problem-solving.

Unknown School

GCSEs, General Studies

Achieved General Certificate of Secondary Education qualifications, including passes in English and Maths. These foundational studies provided essential literacy and numeracy skills.