Head of Operational Excellence

6 days ago

Leeds, Leeds, United Kingdom The Openwork Partnership Full time

Job Summary

We are seeking an experienced and strategic leader to join our team as the Head of Partner Services. This role requires an individual who can drive operational excellence, lead and manage teams, and deliver exceptional service standards.

Key Responsibilities:

  • Lead and manage teams to achieve high performance, engagement, and morale.
  • Ensure compliance with industry regulations and business standards through effective policies and procedures.
  • Maintain high customer service standards, addressing issues to enhance satisfaction.
  • Contribute to strategic decisions and the Operations & IT functional strategy.
  • Implement process improvements to enhance operational efficiency.
  • Deliver against service standards, key performance indicators, and metrics.
  • Optimize resource utilization across operational functions.
  • Develop and deliver continuous improvement initiatives aligned with operational and strategic objectives.
  • Ensure effective administration and reporting within the Operations function.
  • Represent the Head of Operations & IT at meetings and governance groups as required.
  • Manage the annual budget for the services.

Key Performance Indicators:

  • Successful delivery of partner services metrics.
  • Improved customer experience through reduced failure demand.
  • Compliance with regulatory timeframes for transfers and terminations.
  • Consistent quality of outcomes against agreed metrics.
  • Accurate and effective metrics reporting.
  • Positive adviser engagement scores.
  • Effective dispute and complaint resolution.
  • Positive feedback from internal and external audits and stakeholders.
  • Staff motivation, development, succession planning, and appraisal.

Requirements:

  • Significant senior-level experience in driving operational delivery, including SLAs and stakeholder engagement.
  • Demonstrable continuous improvement and change leadership.
  • Strong strategic workforce and resource planning, talent management, and engagement experience.
  • Effective stakeholder management and influencing skills.
  • Customer-centric approach with a clear understanding of customer priorities.
  • Excellent facilitation, presentation, and leadership skills.
  • Budget management experience.
  • Resilient, proactive, and driven in a changing environment.

About Us:

The Openwork Partnership is a dynamic and fast-paced business with huge ambition. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential. We're proud of our culture, which values and respects individuality, and we're committed to building an inclusive culture and environment that truly recognises and celebrates our colleagues' individual differences and identities.

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