As the Head of Customer Operations, you will play a pivotal role in shaping and growing the company's customer-focused functions.
You will be instrumental in establishing strategies, developing talent, and implementing best practices across the function to ensure regulatory compliance, operational efficiency, and outstanding customer satisfaction.
Client Details
This fast-growing, capital-backed financial services company is at an exciting stage of development, with ambitious plans to enhance and expand its operations. With strong leadership and a commitment to customer excellence, they are building a high-performing team to support their vision.
To help drive this growth, they are seeking an experienced Head of Customer Operations to join their Senior Leadership Team, working closely with the MD and FD to create and sustain a customer function that stands out in the industry.
Description
Reporting to the MD and indirectly to the company's overseas parent, this role will oversee multiple teams, including Customer Services, Onboarding, Complaints, Regulatory Quality, and Underwriting.
This office-based role offers a competitive base salary of up to £80,000, plus a 10% performance bonus.
- Strategic Leadership: Work collaboratively with the MD, FD, and other SLT members to define and drive a customer-centric strategy that aligns with the company's growth objectives and regulatory standards.
- Team Development and Management: Lead, mentor, and inspire multiple teams, ensuring a high-performance culture and fostering a collaborative environment across Customer Services, Onboarding, Complaints, Regulatory Quality, and Underwriting.
- Customer Journey Improvement: Develop and implement processes to enhance the customer journey, with a focus on efficiency, service quality, and compliance, supporting a seamless experience from onboarding through to ongoing customer support.
- Regulatory Compliance: Ensure all functions operate within regulatory guidelines, working closely with internal compliance teams to monitor and address any changes in legislation.
- Performance Management: Set and monitor KPIs for each team, using data insights to identify areas for improvement and to ensure each function is aligned with company objectives.
- Stakeholder Engagement: Act as the primary point of contact for the company's overseas ownership group on customer-related operations, providing regular updates and strategic insights.
- Commercial Insight: Bring a commercial mindset to the customer function, balancing regulatory compliance with business goals and revenue considerations to achieve sustainable growth.
Profile
- Proven Leadership: An established Head of or Director of Customer Services with experience managing multi-functional teams, preferably within financial services or a regulated environment.
- Customer-Centric Approach: Demonstrated success in developing and implementing strategies that enhance the customer journey and improve service delivery.
- Regulatory Knowledge: Strong understanding of regulatory requirements within financial services, with experience in building compliant and efficient processes.
- Commercial Acumen: A strategic thinker with a commercial focus, able to balance customer satisfaction with business goals.
- Stakeholder Communication: Excellent communicator, capable of engaging and influencing senior leadership and external stakeholders, including overseas ownership.
Job Offer
This role offers a competitive salary of up to £80,000, along with a 10% bonus based on performance. If you're a senior customer operations leader with a proven track record of driving transformation and growth within a regulated environment, apply now to help shape the future of this growing business.