Head of Operational Analysis and Fault Control

Overview
Overall ownership of the operational process from vehicle streaming to pre-court cash collection.

Responsibilities

• Monitor every stage of the operational process to identify any issues and propose actionable improvements.
• Execute, and if required, project manage actions to deliver improvements.
• Ownership of the full ticket lifecycle, ensuring accuracy, compliance, and operational effectiveness.
• Accountable for delivery against monthly ticket issuance targets.
• Review and optimise the end-to-end analysis funnel, identifying performance trends and operational risks.
• Proactively plan resources, manage pipelines, and balance workloads to maintain service level performance.
• Own quality controls to ensure analysis outputs are accurate and consistent.
• Conduct root cause analysis on recurring faults and lead actions to reduce fault volumes.
• Own the end-to-end pre-legal collections cycle, ensuring reminders are issued accurately and on time.
• Ensure reconciliation and control checks are consistently applied to batches of correspondence.
• Monitor adherence to collections processes and identify risks and performance gaps.
• Act as the senior escalation point for operational issues and resolve them efficiently.
• Deliver concise, data-driven performance updates to the Operations Director.
• Lead, coach, and performance-manage the Analysis & Faults team, including structured 1:1s and objective setting.

Technologies: Excel, Power Query, SQL, Security Support

Qualifications and capabilities

• Strong SQL capability, including querying large datasets and validating data integrity.
• Advanced Excel skills (pivot tables, Power Query, complex formulas, data modelling).
• Strong analytical mindset with the ability to interpret complex data and translate insight into operational action.
• Demonstrates an out-of-the-box thinking style with a willingness to challenge existing processes, assumptions, and ways of working.
• Proven ability to identify trends, patterns, and anomalies, with strong forecasting capability.
• Proven experience managing end-to-end operational processes with measurable performance targets.
• Strong understanding of quality control, audit frameworks, and regulatory compliance within an operational environment.
• Experience managing collections processes, service levels, and operational risk controls.
• Exposure to ANPR systems, fault management, or similar operational technology environments is highly desirable.
• Demonstrated experience leading and developing high-performing analytical or operational teams.
• Experience managing offshore or outsourced delivery partners with clear governance and performance controls.
• Strong stakeholder management skills, with the ability to influence senior leaders and collaborate cross-functionally.
• Confident decision-maker, comfortable acting as an escalation point in a fast-paced operational environment.
• Highly organised, resilient, and comfortable managing multiple priorities simultaneously.
• Continuous improvement mindset with a track record of driving measurable operational change.
• Strong attention to detail combined with the ability to think strategically.
• Clear, confident communicator with the ability to present data-driven insights to senior audiences.
• Ability to work in a fast-paced environment with ability to pivot if required.

About Creative Car Park (CCP)
At Creative Car Park (CCP), we are a leading UK car park management service with over 25 years of industry experience. We strive to enhance the value, convenience, and security of parking areas for small to medium landowners. Our mission focuses on delivering an exceptional car park experience, ensuring peace of mind and value for site owners and users. We offer a competitive compensation package, professional growth opportunities, comprehensive training, and access to cutting-edge technology. Our team is diverse, passionate, and committed to delivering outstanding service. If you are looking to join a meaningful environment that encourages impact and collaboration, we would love to hear from you.