We are seeking a highly experienced Head of Operations to lead a large-scale outsourcing operation within a professional services environment.

We are seeking a highly experienced Head of Operations to lead a large-scale outsourcing operation within a professional services environment. This role sits within the Outsourcing Business Unit, managing complex, high-volume service delivery for multiple clients.
You will lead 6 Team Leaders and a total team of approximately 65 employees, with full accountability for service delivery, performance, compliance, client satisfaction and continuous improvement.

Qualifications, skills & experience required:

• Degree in Business Administration, Management, Law, Finance, Accounting, or Compliance
  (STEP or ICSA certification advantageous)
• 5–7 years’ experience in BPO, Outsourcing or Shared Services operational management within financial services
• Minimum 3 years in a senior management role leading managers and large teams
• Solid understanding of trust, corporate services and/or pension administration
• Proven experience managing large teams, SLAs, operational risk, and client service delivery
• Strong people leadership with the ability to inspire, coach, and manage leaders
• Strategic and analytical thinking with sound decision-making capability
• Excellent written and verbal communication skills
• Proven change management and influencing skills
• Client-centric mindset with a strong focus on service delivery
• Strong stakeholder management, negotiation and influencing skills
• Advanced Excel and data analysis capability

Key Responsibilities:

Operational Leadership & Service Delivery

• Deliver a proactive, high-quality service to clients, ensuring strong relationships, clear communication and continuous improvement.
• Oversee administration, case processing and queue management across multiple customer groups to consistently meet or exceed SLAs.
• Ensure effective change control processes are in place to support client-specific requirements while maintaining global standardized processes.

People & Performance Management

• Lead, coach, and develop Team Leaders and Supervisors to drive accountability, engagement and high performance.
• Embed a strong performance culture through coaching, feedback, recognition and corrective action where required.
• Reduce attrition and improve employee engagement, measured through retention KPIs and ESAT results.
• Support talent acquisition, workforce planning and career development initiatives.

Compliance, Risk & Governance

• Ensure full compliance with regulatory, legal and governance frameworks.
• Maintain robust risk management and quality assurance controls across all operational processes.

Continuous Improvement & Change

• Drive continuous improvement initiatives using customer feedback, operational data, and process analysis.
• Lead operational change across processes, systems, technologies and structures to improve efficiency and service quality.
• Leverage digital tools and technology to enhance productivity and operational effectiveness.

Financial & Commercial Oversight

• Partner on budgeting, forecasting and cost optimisation.
• Monitor financial performance and identify opportunities for efficiency and resource optimisation.

Reporting & Stakeholder Management

• Track and report on KPIs, operational performance, risks and improvement initiatives.
• Collaborate cross-functionally and manage vendor relationships to ensure operational alignment and cost efficiency.

This role is ideal for a senior operations leader from a BPO, Shared Services or Outsourced Financial Services environment who thrives in structured, SLA-driven operations and enjoys leading through others at scale.