Head of Operations

Our client is seeking a Head of Operations to lead and coordinate operational excellence across their multi-jurisdictional business. This full-time, permanent position plays a pivotal role in documenting and maintaining the Group Operating Model, ensuring operational consistency, efficiency, and scalability. The successful candidate will report to the Group Chief Operating Officer and collaborate with local and remote teams across jurisdictions.

JOB DUTIES:

• Own and maintain the Group Operating Model, clearly defining key operational activities across jurisdictions.
• Establish a framework for operational governance, including process ownership and documentation standards.
• Align processes and procedures, creating greater consistency and efficiency across jurisdictions.
• Identify operational inefficiencies and prioritize opportunities for simplification and automation.
• Act as a senior escalation point for cross-jurisdiction operational issues, coordinating remediation efforts.
• Collaborate with transformation teams on system configuration and operational change implementation.
• Define and monitor key operational metrics, supporting prioritisation and decision-making through actionable insights.
• Maintain and coordinate operational policies and procedures, ensuring compliance with local requirements.
• Own and coordinate the Group’s Business Continuity Planning framework, ensuring plans are current and accessible.
• Provide functional leadership to Operations Directors and build a cohesive Group operations community.

JOB REQUIREMENTS:

• Significant experience in operations leadership within a multi-site or multi-jurisdictional organisation.
• Strong understanding of operational processes, controls, and service standards in a regulated environment.
• Proven ability to document and improve end-to-end operational processes.
• Experience working with technology and transformation teams to implement operational changes.
• Strong analytical capability to develop operational KPIs and drive improvements.
• Capability to leverage AI and related technologies to enhance operational processes.
• Excellent project management skills, coordinating multiple workstreams across jurisdictions.
• Strong stakeholder management skills, working effectively with senior leaders and local teams.
• Exceptional written and verbal communication skills for producing updates and documentation.
• Desirable experience in post-acquisition integration or organisational scaling.

WHAT YOU’LL LOVE:

In this role, you will have the opportunity to drive significant operational improvements and foster a culture of continuous improvement. You will collaborate closely with various teams, including IT and transformation, to enhance operational effectiveness and contribute to the overall growth of the organisation.