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. 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. 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.