About Aptia Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better. In an underserved market, with huge potential for growth, Aptia serves 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives. And we are expanding. Aptia Group is not only fuelled by our investors' backing but also by our commitment to foster the growth and success of our people. At Aptia, we're investing heavily in learning and development, paving unique career paths for our colleagues. Specialist. Responsive. Thoughtful. These aren't just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term. If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role. Job requirements Are you an experienced leader, ready for a new challenge in the field of contact centre operations and transformation? We have a new opportunity for a UK Head of Contact Centre Operations to drive the transformation, digitisation and ongoing commitment to the highest standards across Aptia’s UK contact centres. This role will work hybrid aligned to our contact centre in either Edinburgh or Chichester. Here is what you’ll be doing: Leadership of a team of c.300 customer service agents, team leaders and operations managers based across two key sites in Chichester and Edinburgh Foster a culture of high motivation and performance to ensure KPIs in end-to-end customer satisfaction, colleague engagement and efficiency are met Spearhead the adoption of new technologies, including AI, chatbots and self-service tools which will drive a seamless omnichannel experience for Aptia members Streamline processes and integrate digital channels to revolutionise customer interactions Develop and deliver a strategic plan for Aptia contact centres, prioritising operational excellence and digital innovation Analyse data and feedback on an ongoing basis to ensure continuous enhancement of service delivery Build strong relationships and credibility with internal teams and external clients alike, representing the contact centres in executive discussions and providing valuable insights and recommendations Implementation of robust risk management strategies Here is what we are looking for: Extensive experience leading large-scale contact centres, ideally within the financial or professional services sector Proven track record in transforming and digitising contact centre operations Strong knowledge of contact centre technologies, CRM systems and workforce management tools Exceptional leadership qualities, including communication skills, with a track record of inspiring others and gaining trust from your stakeholders Analytical mindset with a focus on data-driven decision making Familiarity with the pensions administration sector would be a bonus but not essential If you are a strategic thinker with a passion for innovation and leadership, we would love to hear from you. Please apply as soon as possible, no later than 7 February. How to apply If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information. Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation. If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.