Job Description

Shape the Future of Service Excellence with Ten!

Driving Innovation. Building Trust. Redefining Service Excellence.

Ten is on a mission to become the most trusted service business in the world. We service the most valuable customers of the world's leading private banks, premium financial services and luxury brands globally including HSBC, Bank of America, Swisscard and Royal Bank of Canada. Corporate clients use Ten's services to acquire, engage and retain affluent, high net worth customers or valued employees. The service drives critical customer metrics, including revenue growth, net promoter score, and supports digital transformation initiatives.


Millions of individuals worldwide have access to Ten's services across lifestyle, travel, dining and entertainment. They rely on Ten to unlock seamless, curated experiences that enrich their lives.


We're profitable, ambitious, and scaling fast. As the first B Corp listed on the London Stock Exchange, we're setting the standard for sustainable growth and technology, AI driven innovation.


For more information, check out our Welcome to Ten video!


We are looking for a

Governance and Planning Manager

to establish a centralised approach to project and programme delivery across our organisation. This role is crucial for addressing our current lack of visibility and inconsistent processes. You will be responsible for creating a pan-group roadmap to align all departments, ensuring transparency and efficiency. By standardising reporting and processes, you'll help us move away from fragmented ways of working. This position requires someone with excellent organisational and communication skills who can drive positive change and ensure our projects are delivered cohesively and effectively.

KEY RESPONSIBILITIES:

Pan-Group Roadmap Management

Develop and maintain a comprehensive, pan-group roadmap that aligns all deliverables across key departments, including Finance, Client Services, and Technology. Coordinate with stakeholders across the organisation to ensure the roadmap accurately reflects business priorities and dependencies. Provide a single source of truth for all current and upcoming projects and initiatives, enhancing transparency and visibility.

Process and Governance Improvements

Establish and standardise best practices for project initiation, planning, and delivery across all departments. Review existing processes to identify and implement improvements that drive efficiency, reduce inconsistencies, and minimise delays. Develop and embed a robust governance framework to ensure all projects adhere to agreed-upon standards.

Reporting and Visibility

Design and implement standardised reporting templates for all projects and programmes, moving away from ad-hoc, non-standardised formats. Produce clear and concise reports for senior management and stakeholders, providing a complete overview of project status, risks, and progress. Act as the central point of contact for all reporting queries, ensuring information is accurate and easily accessible.

Stakeholder Management

Build strong relationships with key stakeholders across the organisation to ensure buy-in and collaboration on all planning and governance initiatives. Facilitate workshops and meetings to gather requirements, resolve issues, and communicate key updates effectively.

Requirements

Essential Requirements:

4+ years of experience in a PMO or project management role, preferably in a technology environment. Good understanding of project management methodologies and frameworks. Experience in developing and maintaining project roadmaps and dashboards, gained in agile and product-centric organisations. Strong planning and coordinating skills Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels. Demonstrated ability to analyse complex information and present it in a clear, accessible way.

Preferred requirements:

Experience with tools such as Jira, Confluence, and Zoho are considered advantageous Experience working across multiple departments strongly preferred

Guidelines for Hybrid/Home Office :

Located in London Please note that you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office. A secure home office at your confirmed address, free from background noise or other distractions. You must meet our minimum internet speeds if you want to work in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative.

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

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Rewards designed around you:

A

competitive salary

depending on experience.

Hybrid working

. You can combine working from home and working from the office.

Paid time away from work

. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.

Paid Sabbaticals

. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.

Extra Rewards

. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.

Remote Working Holidays

- possibilities to Travel and Work anywhere in the world!

Employee Discounts.

Access to lots of great travel and entertainment discounts as our clients' members would! Be part of our global, dynamic, and

inclusive Team

, with diversity at its core. Genuine

career opportunities

within a dynamic and international company.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.