Head of Operations

3 weeks ago

Surrey, United Kingdom CCR Recruitment Group Full time
About the Role

We are seeking an experienced Head of Operations to lead our newly established Operations function. As a key member of our team, you will be responsible for overseeing the integration and management of our customer-facing operations, including customer due diligence, contact centre operations, and payment processing.

Key Responsibilities
  • Team Leadership: Lead a team of operations professionals, promoting a customer-centric culture and maintaining high service standards.
  • Operational Efficiency: Drive continuous improvement in service delivery by streamlining processes and enhancing operational efficiency.
  • Strategy Implementation: Manage the day-to-day execution of our 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 our 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 our 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.
Requirements
  • 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 We Offer
  • Competitive Salary: A competitive salary package that reflects your experience and skills.
  • Professional Development: Opportunities for professional development and career growth within our organisation.
  • Excellent Benefits: A comprehensive benefits package, including private medical insurance, a health cash plan, and a pension scheme with enhanced employer contributions.

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