Head of Partner Services

2 weeks ago

Leeds, Leeds, United Kingdom Openwork UK Ltd Full time

We are seeking an experienced leader to drive the success of our operational functions at Openwork UK Ltd. This role requires an individual who can deliver exceptional service standards, drive continuous improvement, and manage a broad range of functions including Financial Promotions, Vetting, Agency Admin, Payment Services, and Facilities.

Key Responsibilities:
  1. Lead and manage high-performing teams to achieve exceptional results, engagement, and morale.
  2. Ensure compliance with industry regulations and business standards through effective policies and procedures.
  3. Maintain high customer satisfaction levels, addressing issues to enhance overall experience.
  4. Contribute to strategic decisions and the Operations & IT functional strategy.
  5. Implement process improvements to enhance operational efficiency and effectiveness.
  6. Deliver against service standards, key performance indicators, and metrics.
  7. Optimize resource utilization across operational functions to maximize impact.
  8. Develop and deliver continuous improvement initiatives aligned with operational and strategic objectives.
  9. Ensure effective administration and reporting within the Operations function.
  10. Represent the Head of Operations & IT at meetings and governance groups as required.
  11. Manage the annual budget for the services to ensure optimal resource allocation.
Key Performance Indicators:
  1. Successful delivery of partner services metrics and key performance indicators.
  2. Improved customer experience through reduced failure demand and enhanced satisfaction.
  3. Compliance with regulatory timeframes for transfers and terminations.
  4. Consistent quality of outcomes against agreed metrics and standards.
  5. Accurate and effective metrics reporting to inform business decisions.
  6. Positive adviser engagement scores and high levels of motivation.
  7. Effective dispute and complaint resolution to maintain high customer satisfaction.
  8. Positive feedback from internal and external audits and stakeholders.
  9. Staff motivation, development, succession planning, and appraisal to ensure a high-performing team.

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