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