Head of Customer Operations
London/ Southeast
Up to £100,000 per annum (based on experience)
Excellent executive benefits package
The Head of Operations will lead the integration and management of a newly established Operations function. You will oversee teams responsible for customer due diligence, contact centre operations, and payment processing, all while streamlining processes and improving overall effectiveness to support the organisation's services.
Responsible for:
- Corporate Client Experience & Engagement Manager
- Senior Management Team Assistant
- Business Architect, Customer Operations
- Contact Centre and Support Team Operations Manager
- Head of Customer Due Diligence
Key Responsibilities:
Strategy and Leadership:
- Team Leadership: Lead the newly formed Operations team, including customer due diligence, contact centre, and payments teams. Promote a customer-centric culture while maintaining high service standards.
- Operational Efficiency: Drive continuous improvement in service delivery to frontline teams by streamlining processes and enhancing operational efficiency.
- Strategy Implementation: Manage the day-to-day execution of the organisation's operations strategy, ensuring alignment with broader goals and managing priorities effectively.
- Collaboration: Partner with product teams to leverage customer insights and ensure smooth integration of operations into the organisation's overall strategy.
- Resource Management: Ensure that the team's size, skills, and structure are aligned with the goal of providing excellent client service while maintaining financial sustainability.
Governance and Compliance:
- Data Governance: Maximise the value of organisational data by ensuring effective governance practices and using insights to drive operational improvements.
- Quality Management: Oversee the production and analysis of management information to support continuous improvement and quick issue resolution.
- Risk Management: Ensure robust governance in areas such as financial crime prevention, and risk management, working closely with senior colleagues.
- Regulatory Reporting: Ensure timely and accurate reporting to regulatory bodies, including key submissions.
Policy and Process Development:
- Policy Ownership: Own and regularly review policies related to the business, donor verification, ensuring they meet risk management and regulatory requirements.
- Process Improvement: Lead efforts to improve operational processes, collaborating with relevant teams to streamline workflows and enhance customer experience.
- Payment Processing: Oversee the creation of a centralised payment unit to improve efficiency, reduce costs, and enhance customer outcomes.
Due Diligence:
- First Line of Defence: Strengthen the organisation's first line of defence for risk management by enhancing resources and accountability across teams.
- Regulatory Compliance: Ensure compliance with regulatory requirements, including Anti-Money Laundering (AML), Know Your Customer (KYC), and keep processes up to date with industry standards.
Who You'll Be:
This position is suited for an experienced leader with a strong background in managing complex operations, preferably within a regulated environment. You will bring a strategic mindset with a history of driving operational improvements, paired with an in-depth understanding of governance and risk management.
Key Experience and Skills:
- Leadership: A proven track record of leading large operations teams and driving high performance.
- Process Improvement: Experience implementing large-scale process and system changes to optimise efficiency and service delivery.
- Stakeholder Management: Strong ability to engage and influence diverse internal stakeholders, including both executive and non-executive teams.
- Governance: Demonstrated expertise in corporate governance and risk management practices.
What's in It for You:
This role offers a unique opportunity to make a significant impact within a growing organisation. Along with a competitive salary, the successful candidate will benefit from:
- Six weeks of annual leave plus bank holidays
- Private medical insurance and a health cash plan
- Pension scheme with enhanced employer contributions
- Professional development opportunities to support career growth
- Social impact benefits, contributing to the wider community and charitable causes