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
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