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 c...