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