Target Operating Model (TOM) Consultant

Target Operating Model (TOM) Consultant

Company: Albany Beck

Location: London (Sporadic travel to Birmingham required)

Client Industry: Commercial Banking

About Albany Beck

Albany Beck is a Management Consultancy focused on delivering specialist transformation solutions to Financial Services clients. We combine deep industry expertise with modern delivery practices, enabling clients to scale effectively while offering meaningful, long‐term career development for our people. Joining Albany Beck means being part of a consultancy committed to learning, professional growth, and delivering exceptional client outcomes.

Role Overview

Albany Beck is looking to hire a TOM Consultant to join our Change & Transformation Practice, with an immediate deployment opportunity onsite with one of our most globally recognised Commercial Banking clients, based in London. The Target Operating Model (TOM) Consultant will be expected to support a transformation initiative within Commercial Banking Customer Performance. Working closely with the Head of Customer Performance, this role will support the design and implementation of a Target Operating Model across the Customer Performance value stream, helping improve how the organisation operates across cost efficiency, service performance, customer journeys and organisational structure. The role requires someone who can combine strategic operating model thinking with hands-on execution, working across cross-functional teams to drive operational clarity, improve collaboration, and deliver a more customer-centric and efficient operating model.

Key Responsibilities

• Support the development and refinement of the Customer Performance Target Operating Model
• Define clear operating structures, ownership and accountability within a value stream-based model
• Identify opportunities to simplify operational processes and improve organisational efficiency
• Contribute to shaping the long-term operational framework for Customer Performance teams
• Work closely with Customer Journey Owners and Service teams to optimise end-to-end customer journeys
• Embed customer-centric thinking into operational processes and service design
• Analyse service and operational performance to identify improvement opportunities
• Identify opportunities to drive cost efficiency and operational improvement
• Support initiatives aimed at improving first-touch resolution and service performance
• Track delivery of improvement initiatives and ensure actions are implemented effectively
• Support the development of a high-performing operating structure aligned to value streams
• Help define clear roles, responsibilities and accountability frameworks
• Work with teams across the UK and offshore locations (including India) to improve collaboration and ways of working
• Engage with senior stakeholders across Customer Performance, Operations, Technology and Risk
• Provide structured updates on transformation progress and delivery milestones
• Support the Head of Customer Performance in driving change across the organisation

Key Skills and Experience Required

• Experience designing or implementing Target Operating Models within Financial Services
• Background in Commercial or Corporate Banking environments
• Understanding of value stream operating models and customer journey frameworks
• Proven ability to drive operational efficiency and service improvement initiatives
• Strong stakeholder engagement skills with experience working across complex organisations
• Ability to operate at both strategic and delivery levels
• Experience acting as a change agent within transformation programmes
• Strong analytical, organisational and structured problem-solving capability

Preferred Experience

• Experience supporting large-scale operational transformation initiatives
• Exposure to global operating models and offshore collaboration
• Experience working across customer service, operations or performance management functions

Personal Attributes

• The successful candidate will demonstrate:
• Ability to balance strategic thinking with hands-on delivery
• Strong communication and influencing skills
• Confidence working with senior stakeholders
• A proactive, delivery-focused mindset
• Strong ownership and accountability
• Customer-centric thinking and focus on service outcomes
• Ability to navigate complex organisational environments