ReQuire are exclusively supporting a fast-growing, customer-centric financial services organisation as they look to appoint an outstanding Director of Operations. This is a newly created role at senior leadership level, a genuine opportunity to shape the operational future of a business that is scaling quickly and investing heavily in customer experience, regulatory excellence and operational capability.
You will lead a broad operational remit across Operations, Claims, Complaints and Technical Advisory, supported by a highly capable leadership team. It’s a role for someone who can balance strategic clarity with hands-on leadership, someone who thrives in an environment where pace, accountability and customer outcomes sit at the heart of every decision.
The Opportunity
This position gives you full ownership of the operational engine of the business. You’ll set the strategy, elevate the customer journey across every touchpoint, and ensure the operation is robust, compliant and fit for scale. It’s a chance to make a tangible impact on performance, culture, customer retention and long-term growth.
Key Responsibilities
Build and deliver a clear operational strategy aligned to growth ambitions and customer outcomes.
Lead and develop managers across Operations, Claims, Complaints and Technical Advisory, embedding a high-performance culture.
Drive a customer-first approach across all channels: email, chat, telephony and digital.
Improve operational efficiency through data insight, customer feedback and continuous improvement initiatives.
Maintain strong governance of claims and complaints processes in line with FCA, DISP and Consumer Duty expectations.
Work closely with Compliance and Risk to ensure full regulatory adherence and audit readiness.
Set and deliver operational OKRs spanning customer satisfaction, retention, claims efficiency and employee engagement.
Provide clear performance reporting, risk insight and strategic recommendations to the Executive Team and Board.
About You
You’ll be a seasoned operational leader with experience in complex, regulated environments — someone who can balance customer experience, commercial impact and regulatory discipline with ease. You’ll be energised by scaling businesses, building capability and leading people through transformation.
Essential Experience
Senior operations leadership within an FCA regulated environment
Strong knowledge of such FCA regulation, Consumer Duty and complaints management (DISP).
Demonstrable success improving operational performance, CX and efficiency.
Experience leading multi-channel customer operations.
Strong communication and stakeholder influence at Executive/Board level.
Familiarity with CRM platforms and operational technology optimisation.
Personal Attributes
Strategic yet pragmatic; able to move between vision and detail.
Calm, decisive and solutions-orientated under pressure.
Collaborative, emotionally intelligent leader who inspires and empowers.
Customer and compliance first mindset.
Passionate about improvement, innovation and delivering measurable results.
This is a rare opportunity to lead a pivotal function within a business with a strong brand, a loyal customer base and ambitious growth plans. If you’re an accomplished operations leader looking for a role where you can genuinely shape the future direction of an organisation, I’d be delighted to speak with you confidentially.
Liam McConnell is available for a confidential conversation should this Senior role appeal to your current set of skills and career aspirations.