Head of Operations

Location Salisbury
Discipline: Executive Recruitment
Job type: Permanent
Salary: £DOE
Contact name: Liam McConnell

Contact email: liam@requireconsultancy.com
Job ref: REF: 6738
Published: 14 days ago
Expiry date: 09 July 2021

ReQuire Consultancy are delighted to be supporting our rapidly growing client by handling the recruitment for their new Head of Operations to lead the business through it's current expansion and into an exciting era for the company.

We have been instructed to recruit a someone of high calibre stemming from experience working within the Financial Services sector where you have have previously managed, led and influenced a wider team's performance on a daily basis. You will regularly review working processes to identify improvements that will bring efficiencies in addition to managing the workflow of the team daily to ensure SLAs are consistently reached.

This is a highly accountable, commercial and vital role to the growth of the business. The primary focus is on achieving company income targets and ensure profitability is on an increasing scale. Ultimately, the role offers a unique opportunity to drive the business forward through business improvement, change, strategy and vision.

Key accountabilities will include:

  • Drive and deliver targets in a B2C environment

  • Engage with key stakeholders to gain maximum exposure, understand the challenges and resolving in a commercial effective manner

  • Seek to constantly improve the customer experience ensuring professionalism, accuracy and efficiency runs through the veins of the business

  • Control and implement the distribution of workloads to maximise productivity, maintain high quality output and achieve SLA's and KPI's

  • Account manage operations when relationships are developed and managing those relationships on SLA's etc.

  • Develop strategies in line with company goals and objectives to deliver business targets

  • Provide guidance, leadership and motivation to the teams across the business

  • Work with Department managers to deign, implement and maintain strategies

  • Participate in strategic planning and performance measurement as part of the Management Team

  • Produce daily, weekly and monthly reports on all areas of activity, aligning these to business plans and priorities for presentation to the rest of the Executive team

  • Develop internal reporting in line with industry leading best practice

  • Work closely with Compliance and Risk to manage effectively across the business

  • Carry out effective performance management of the team, ensuring actions are taken where necessary

Technical Skills, knowledge and experience we are looking for:

  • You need to be a proven and successful influencer

  • Strong business acumen, the ability to balance creativity with strong commercial delivery

  • Good internal and communications systems knowledge, application and organisational skills

  • Strong management skills in a commercial environment

  • Knowledge of legislation, regulation

  • Significant business acumen in Operational Management of developing, rearing, coaching teams/divisions

  • Ability to interpret MI, trend analysis and make recommendations on continuous improvements

  • Experience in exceeding set SLAs/KPI's and developing new metrics

  • Good working knowledge of Net promoter scores and customer satisfaction surveys

  • Some experience of HR/Cultural standards would be advantageous as would the ability to write business plans at board level

  • A dynamic professional who possesses a passion for excellence and delivery, along with analytical interpretation, sales management and implementation

This role is suited to someone who is hungry to help evolve a growing brand in a competitive market space. With exposure and regular interaction with a knowledgeable Superior, you will have all the tools at your disposal to create a dynamic Operation that will sync with the trajectory the business intends to move in.

For an initial discussion please direct your CV and cover letter to Liam McConnell our Managing Director who will look to arrange an initial conversation.