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Head of Operations
Yolk Recruitment are working on behalf of a leading financial services provider seeking an experienced Head of Operations to join its dynamic team. Reporting to the Director of Sales Operations, this role is responsible for establishing and developing a team of 4-8 managers, overseeing both onshore and offshore operations. The successful candidate will embed a strong customer service culture, ensuring that all targets, SLAs, and KPIs support and reward excellent service delivery.
Key Responsibilities
Customer Service:
- Ensure a positive customer experience through robust service delivery.
- Review and audit customer feedback to maintain high satisfaction levels.
- Implement and oversee initiatives to enhance customer experience.
- Foster strong relationships with intermediary partners to minimize complaints.
Team Management:
- Lead, mentor, and develop a high-performing team.
- Oversee work allocation, training, and performance evaluation.
- Drive a culture of accountability, customer service, and risk management.
- Implement performance management measures to maintain operational excellence.
Risk & Operational Oversight:
- Own operational planning and service delivery to meet agreed SLAs.
- Ensure comprehensive management information (MI) is in place for operational oversight.
- Build and maintain relationships with brokers, networks, clubs, packagers, solicitors, and panel valuers.
- Ensure adherence to regulatory policies and procedures while leading continuous improvement initiatives.
Deliverables:
- Maintain compliance with all regulatory obligations and internal policies.
- Achieve SLA and KPI targets across the function.
- Contribute to a high-performance culture that prioritizes customer service and retention.
Key Requirements:
- Strong background in financial services, ideally mortgages
- Previous experience in managing operational teams.
- Experience leading multi-site offices
- Proven ability to embed operational best practices and drive change.
- Regulatory expertise (FCA, TCF, MCOB).
- Strong stakeholder and relationship management skills.
- Excellent communication and leadership abilities.
- Experience in coaching, team development, and talent acquisition.
Benefits
- Basic Salary of up to 80k
- Annual bonus
- 25 days holiday plus birthday off, rising to 30 days with service
- Pension Scheme (8% matched)
- Life Assurance
- Private Medical Insurance
- Health Assessments
- Employee Assistance Programme
- Virtual GP Service
- Cycle to Work Scheme
- Season Ticket Loan
- Gym Membership Discounts
- Retail Discounts
- Eye Care Reimbursement
- Payroll Giving
- Car Parking
