Head of Operations
Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.
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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