Head of Operations - Contact Centre

This is an incredibly exciting opportunity for a Head of Service Operations to join a well established and forward thinking business in London.

This role will be responsible for leading the management of performance, people and associated processes to constantly seek to improve and ensure our core operations are best in class. This position requires strong leadership, an ability to execute the strategies set and to build a motivated, driven and high-performance department whilst developing a team of managers to be create a culture of boundaryless performance, delivery excellence and right first-time services supported by a passion for excellence.


Offering an attractive salary between £70-£80k + 10% Bonus, hybrid working too!


Duties:

• Lead the tactical delivery of the operational strategy to support overall business objectives.
• Identify and implement process improvements to enhance operational efficiency, scalability, and effectiveness.
• Establish metrics and KPIs to track the performance of operational delivery, performance and initiatives.
• Lead, mentor, and develop a team of operations professionals, fostering a culture of high performance and continuous improvement.
• Build operational capabilities across the department by providing leadership, training, and development opportunities.
• Identify potential risks to the execution of operational service and strategies and develop mitigation plans.
• Ensure that all operational activities comply with relevant regulatory and industry standards.
• Manage the operations budget, ensuring resources are allocated effectively to meet strategic objectives.

Experience:

• Experience: minimum of 3-5 years working in operations/management roles, with at least 2 years in a leadership capacity.
• Proven track record of delivering complex high-quality operational services and driving strategic initiatives.
• Experience in managing cross-functional teams and leading operational change programs.
• Strong leadership and team management skills.
• Excellent problem-solving and analytical capabilities, with experience in process optimisation and operational efficiency.
• Strong business acumen and decision-making abilities.
• Resilience and adaptability in a fast-paced, dynamic environment.
• Highly organised, driven and passionate about delivery through others and developing a high-performance organisation
• Strong leadership, mentoring and relationship building skills with the ability to effectively drive positive cultural change

Please Apply or email jay@cactussearch.co.uk for more info