AMS PSR

Operational Transformation Lead – Help to Buy

Homes England | 2 Year Fixed Term Contract

£85,862 - £100,140 | Location: Hybrid 50/50 Colleagues can be based in any of our offices - 

(Leeds, Newcastle, Manchester, Liverpool, Birmingham, Bristol, Northstowe)

Why This Role?

This is a rare opportunity to shape and transform a nationally significant service over the next two years. You'll have the autonomy and influence to define how the service should operate in the future, working at Assistant Director level with senior stakeholders across the organisation and supplier landscape.

The Opportunity

We are looking for a Senior Service Transformation Lead to play a key role in the transformation of the UK's Help to Buy loan book services. This is a high-profile, complex programme focused on simplifying a fragmented service, improving customer outcomes, reducing operational risk, and shaping the future operating model for service delivery. 

This is not a traditional programme management role. We are seeking someone who can define and redesign services end-to-end, establish a clear service blueprint, and work across multiple stakeholders to drive meaningful change. 

What You'll Be Doing

• Lead the design and transformation of the Help to Buy service, creating a clear end-to-end view of how the service operates today and how it should operate in the future.  
• Own and prioritise the transformation backlog, ensuring delivery remains focused on customer, operational and strategic outcomes.
• Continue to define the future service blueprint and operating model, working closely with internal teams and external service providers.
• Identify opportunities to simplify processes, improve service performance and reduce risk across the customer journey.  
• Assess the impact of service changes on customers, operations, stakeholders and third-party suppliers.
• Build strong relationships across senior stakeholder groups, managing competing priorities and driving alignment.
• Support and lead teams through change, providing clarity, direction and delivery focus.
• Work closely with outsourced providers and partners to articulate requirements and ensure successful service implementation.

What We're Looking For

Essential

• Proven experience leading large-scale service transformation, service design or operating model change programmes.
• Strong ability to understand complex services and translate them into practical, deliverable future-state solutions. 
• Experience owning and managing transformation backlogs and delivering business-critical improvements.
• Excellent stakeholder management skills, with the ability to influence at senior levels and navigate complex environments. 
• Experience working with third-party suppliers, outsourced service providers and multi-disciplinary teams.
• Strong customer-centric mindset with a clear understanding of service impacts and outcomes.

Desirable

• Financial services, lending, mortgage servicing or loan administration experience.
• Experience operating within regulated environments.
• Exposure to arrears, collections or financial distress processes. 

Contact point for applicants 

Name : Rebecca Nolan

Email : rebecca.nolan@weareams.com 

Recruitment team 

Email : psrpermapplications@weareams.com

Closing date: 3rd July 2026

Right to Work in the UK is required.