Head of Operations

3 weeks ago

Walsall, United Kingdom Homeserve Full time

**About The Role**:
HomeServe Consumer Finance is looking to recruit a Head of Operations reporting directly to the CEO.

The location of the role is based in our London office with required travel, however we do work in a hybrid way so open to location.

The package for this role is highly competitive.

**More about the role;**

The Head of Operations role is a pivotal opportunity to help create, build and lead a new European consumer lending business focused on demand side decarbonisation of residential infrastructure.

The role will have primary accountability for building and running the core operational footprint of HomeServe Consumer Finance across European markets driving operational stability and continuous improvement as well as ensuring robust processes and controls are in place.

This role will have accountability for relationships with our key operational suppliers, monitoring their performance and ensuring all contractual obligations and agreed KPIs are delivered.
- In the role you will;
- Drive operational stability and continuous improvement as well as ensuring robust processes and controls are in place.
- Develop relationships with our key operational suppliers, monitoring their performance and ensuring all contractual obligations and agreed KPIs are delivered (as well as routinely benchmarking them against best practice).
- Lead the launch & change transformational projects ensuring they are delivered seamlessly with all project requirement captured, stakeholder engaged and risks monitored and well controlled.
- Lead the development of a customer first culture via continual customer experience improvement (process, procedure, journey optimisation), customer satisfaction measurement (NPS, CSAT etc), and complaints management all aligned to industry regulatory principles and guidelines.
- Designing and delivering a best-in-class business intelligence strategy for Operations which includes all KPIs, standards of service, quality, accuracy; ensuring all MI is in place to ensure robust ‘bank-grade’ monitoring and controls are in place.
- Create and implement a risk governance framework and reporting system for Operations. Ensure a robust incident management process is in place with all incidents managed through to completion.
- Establish a best practice culture in Operations leveraging internal and external benchmarks.

**About You**:
To be successful in this role you will need to have the following knowledge, skills and attributes:

- Well-rounded business leader with a proven track record in Operations Management and Transformation.
- Deep consumer finance product expertise, best practice, and external perspectives across a spectrum of credit products - particularly helpful to have experience in POS lending
- Strong commercial, problem solving and agile thinking skills.
- Ability to set direction and make decisions in a matrixed organizational structure, creating a clear path, supporting plans and projects in a fast-paced entrepreneurial environment (with high degrees of ambiguity).
- Natural self-starter with strong written and verbal communication and influencing skills at all levels including C-level and including the ability to operate in an entrepreneurial environment.
- Adept at working as a collaborative team member within the consumer finance team
- Strong track record of people management with proven ability to guide and motivate a team

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