Kiran Johal

Strategic and commercially focused operations executive with a strong track record of leading large-scale client service, operational, and regulatory functions within financial services. Experienced in shaping and executing business strategy, driving transformation, and delivering sustainable improvements in performance, customer outcomes, and cost efficiency. A highly credible senior leader with enterprise-wide oversight experience, adept at influencing at Board and Executive Committee level.

Recognised for building high-performing cultures, strengthening governance frameworks, and leading complex, multi-site operations. Brings a balanced approach across risk, customer, and commercial priorities to deliver long-term organisational value.

Head of Client Services - Hargreaves Lansdown

(2025-07)

• Lead a critical enterprise function overseeing complaints, regulatory adherence, and customer outcomes across the organisation. Introducing AI into the workforce
• Provide executive oversight of governance frameworks, ensuring alignment with FCA requirements and Consumer Duty. FOS liaison
• Drive organisation-wide improvements through a structured root cause analysis framework, feeding directly into strategic and operational decision-making. FCA documentation interpretation and reviews
• Influence senior leadership on risk, service performance, and continuous improvement priorities

Client Services Divisional Director - St. James's Place

(2024-12 - 2025-07)

Role ended due to redundancy

• Held divisional responsibility for client services operations, spanning ISAs, pensions, retirement, SIPP, complaints, and continuous improvement
• Partnered with the Operations Director to define and deliver strategic priorities across the function
• Led large operational teams, ensuring consistent delivery against service, cost, and regulatory objectives
• Strengthened governance, risk management, and operational resilience frameworks
• Chaired key oversight forums, driving accountability and performance across functions
• Delivered improvements to the end-to-end client journey, enhancing service efficiency and customer experience

Executive Director / Vice President, Head of Customer Operations & Complaints - Goldman Sachs

(2021-11 - 2024-12)

• Directed multi-site operations (UK and offshore), leading c.90 FTE across customer service and operations
• Accountable for service delivery, operational performance, and customer outcomes across deposit and savings products
• Led cultural transformation initiatives, improving employee engagement and operational effectiveness
• Managed complaints function in line with regulatory expectations, embedding Consumer Duty principles
• Strengthened cross-functional and global collaboration to improve consistency and scalability
• Oversaw strategic client relationships, including executive-level engagement with Saga
• Demonstrated strong succession planning and talent development, promoting internal leadership capability

Senior Leadership Roles (Progressive) - Wesleyan

(2006-08 - 2021-11)

Held multiple senior leadership roles across pensions, retirement, and investment operations

• Delivered strategic and operational improvements, including major regulatory and system transformation programmes
• Led large, multi-layered teams through six direct reports, driving performance, engagement, and accountability
• Owned budget management and identified cost-saving opportunities through operational efficiencies
• Enhanced customer satisfaction (NPS +10) through service improvements and process optimisation
• Played a key role in governance and senior decision-making forums, influencing business direction
• Implemented robust quality assurance and RCA processes to improve service delivery and reduce risk exposure

BA (Hons) - Business Management - University of Derby