Senior Director of Operations
il y a 6 jours
Bradford
Our client a major UK consultancy are looking for an Senior Operations Lead to be responsible for day-to-day operational delivery of the service to a key client. Based out of their offices in central Bradford you will be expected to ensure consistent, high-quality execution across all in-scope service areas whilst also managing performance, coordinating teams, resolving issues, and maintaining a stable and professional service. Candidates will need to have a strong background in Financial Services in particular within the Review/Remediation space. This role is a contract position expected to run until the end of 2026 and will be working on a hybrid basis of 3 days in central Bradford and 2 remote. Operational Delivery Leadership • Lead day-to-day delivery activity across all service areas., • Ensure service levels, KPIs, and quality expectations are consistently met., • Oversee Service Delivery, Complaints & Appeals, Risk & Controls, MI & Planning and Quality functions., • Maintain daily production rhythms, operational huddles, and issue-management routines. Client & Stakeholder Management, • Act as the primary operational contact for the client., • Manage real-time issues, escalations, and operational queries., • Attend leadership meetings, performance reviews and operational forums., • Provide timely, clear updates on risks, blockers, and operational performance. Team Leadership & People Management, • Lead multi-disciplinary UK teams delivering the service., • Work with the Engagement Manager to monitor quality, resourcing, utilisation, and budgets., • Drive clarity of accountability and eliminate duplication across operational roles., • Reinforce a culture of discipline, delivery focus and continuous improvement. Risk, Control & Quality Management, • Ensure consistent application of controls, standards and audit requirements., • Drive root-cause analysis and quality remediation., • Ensure accurate reporting, forecasting and performance MI. Mobilisation & Change Implementation, • Support mobilisation and transition of new services or scope changes., • Coordinate operational readiness and ensure smooth transition into BAU., • Work with PMO and Delivery Office teams to embed change effectively. Required Skills & Experience, • Strong operational leadership in service delivery environments within Financial Services., • Proven ability to manage real-time service challenges under pressure., • Experience leading multi-disciplinary and geographically dispersed teams., • Strong stakeholder management and communication skills., • Analytical capability to interpret MI and identify performance improvements., • Understanding of quality frameworks, operational controls and managed services environments. TPBN1_UKTJ