A senior operational leadership role for someone who knows how to make things happen.

We are looking for an experienced Head of Operations to join our growing business and take overall ownership of operational performance across our umbrella payroll operation.

This is a senior leadership role, but it is not a role for someone who wants to sit at a distance from the operation. We are looking for someone who combines strategic thinking with strong operational delivery — someone who can understand the detail, identify what needs to change, and then drive that change through to completion.

You will have overall responsibility for our operational framework, working closely with and through our Operations Manager and Payroll Manager, while maintaining clear visibility and accountability across the operation.

You will be instrumental in ensuring that our processes, systems, people and controls are capable of delivering an exceptional service to our recruitment clients while supporting the continued growth of the business.

The Role

As Head of Operations, you will take ownership of the effective running and continuous improvement of our operational functions.

You will establish clear standards and accountability, monitor performance, identify operational challenges and ensure that improvements are implemented and embedded.

You will be equally comfortable discussing operational strategy with the Board as you are getting into the detail of a process, resolving a complex client issue, reviewing operational MI or working with our technology partner to improve a workflow.

Your key areas of responsibility will include:

• Taking overall accountability for day-to-day operational performance across the business.
• Leading and driving operational activity across the umbrella payroll value chain.
• Managing and developing the Operations Manager and Payroll Manager, providing direction, challenge and support.
• Owning key operational KPIs including onboarding, turnaround times, funding cycles, payroll performance, servicing and collections.
• Identifying operational weaknesses, bottlenecks and inefficiencies and driving practical solutions through to implementation.
• Designing and embedding improved processes, systems and ways of working to support scale and growth.
• Developing and maintaining robust SOPs, controls and operational standards.
• Leading continuous improvement and automation initiatives.
• Working with our outsourced technology partner, Vocala, to develop and enhance our worker CRM, including scoping, testing and implementing improvements.
• Taking senior ownership of complex operational issues, escalations and client matters.
• Ensuring complaints are appropriately managed, investigated and resolved within regulatory timeframes.
• Maintaining strong operational controls and ensuring compliance with relevant legislation and regulatory requirements.
• Building a high-performing, accountable and customer-focused operational culture.
• Working with HR and departmental managers to develop capability, training and performance across the operational teams.
• Supporting the Board and senior leadership team with operational insight, MI, risk identification and recommendations.
• Ensuring the operational model is capable of supporting future growth, new products and new markets.