Head of Operations

1 week ago

West Malling Kings Hill, United Kingdom Limited Full time £60,000 - £100,000 per year

We're looking for an inspiring and engaging Head of Operations to lead our DP South site; someone who understands that lasting results are driven by empowered people and a strong, values-led culture. This is a high-impact role for a visible leader who can energise teams, spark innovation, and build on what's already working to push performance from good to exceptional. Partnering closely our Operations Director, you'll shape strategy, drive commercial success, and ensure we deliver with integrity at every step.

Key Accountabilities & Responsibilities

Influential People Leadership:

  • Developing, enhancing and owning the "people strategy" in DP South/North to build an engaged and motivated culture increasingly working in a hybrid or office environment and adapting to an increasing pace of change in technological platforms and complexity of work.

  • A highly visible and connected leader of the operation that communicates a compelling vision of the culture, people and business strategy we all need to deliver. Developing and building a strong team that is empowered to step up and deliver increased ownership as the business grows and develops.

  • Continually enhancing employee engagement – ensuring clear communications that engage and motivate colleagues, driving an open culture of feedback and continual improvement, and shaping the employee value proposition and day-to-day colleague experience to build a workforce committed to and aligned with company objectives.

  • Working with the Operations SMT to design and evolve a dynamic operating model that supports and delivers customer demands.

Driving and owning the delivery of critical business performance

  • Delivery of challenging commercial targets that protect long-term value for the business, return on invested capital (ROIC), and enable customers to resolve their debts in the shortest and most affordable way.

  • Responsible for the service and delivery of fair customer outcomes through all contact points and channels that our consultants interact with customers.

  • Accountable for effective controls and risk management of customer-facing teams to mitigate customer detriment, identify and escalate issues or events, protect business reputation, and minimise future risk.

  • Ensuring internal operations teams are appropriately resourced, trained and managed to meet business needs and customer demand, both now and in the future.

Transformation of the operation, including effective leverage and influence of key stakeholders

  • Inspirational and innovative leader, proactively identifying solutions and new ideas/options to enhance and transform how our operational teams work with our customers to maximise long-term commercial value

  • Working closely with teams across Cabot to ensure the Operations are always flexible enough and structured to meet future demands.

  • Developing a network across Cabot Europe, MCM India and US to share best practice and leverage insight to keep the operations teams at the leading edge of collections execution.

  • Working collaboratively with the Operations Leadership team to identify the opportunities to deliver consistent performance improvement. Championing a progressive culture of development that enables and empowers all colleagues to maximise performance but also develop and enhance careers.

Applications: PLEASE SUBMIT YOUR APPLICATION BY FRIDAY 15TH AUGUST.

Any questions, please reach out to Chloe Gladden or Nick Fogarty.

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