At a Glance
- Tasks: Lead a high-performing operations team and drive strategic service delivery.
- Company: Join a forward-thinking organisation dedicated to supporting students across Scotland.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic environment with a commitment to equality and inclusion.
- Why this job: Make a real impact on student services while embracing innovation and technology.
- Qualifications: Proven operational leadership experience and a passion for customer-centric solutions.
The predicted salary is between 60000 - 80000 € per year.
Are you ready to lead with purpose and drive a high-performing operations team in a fast-moving environment? An opportunity has arisen to join us as Head of Operations, a role that will see you providing strategic and operational leadership for SAAS’s core service delivery functions, including our contact centre, processing centre and wider operational teams. This leadership role is central to ensuring the efficient delivery of high-volume, time-critical services that support students across Scotland, ensuring they are delivered efficiently, accurately and in line with statutory and regulatory requirements.
Responsibilities
- Provide visible, strategic leadership across SAAS operational services, setting a clear future-focused vision that embeds automation, resilience and scalable operational technology.
- Translate organisational strategy into robust delivery plans, standards and performance frameworks that enable consistent, high-quality service at scale.
- Lead high-volume, multi-channel service delivery, ensuring students receive timely, accurate support while leveraging digital tools to reduce failure demand.
- Use data, forecasting and customer insight to drive real-time operational decision-making, optimise resources and maintain service stability through peak demand.
- Drive continuous improvement through process redesign, automation and the adoption of emerging operational technologies to enhance efficiency and customer experience.
- Develop and empower operational leaders, building capability, confidence and modern management systems to support high-performing, future-ready teams.
- Provide senior oversight of complex or escalated operational issues, ensuring customer-centered resolution and systemic learning.
- Lead and influence executive-level stakeholders across Digital, Policy, Finance, Risk, Communications and government partners, ensuring integrated planning, compliance and strategic alignment.
Success Profile
Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on.
Technical / Professional Skills
- Operational leadership and Management - Practitioner
- Adaptability to Change – Working
- Delivery and decision making as speed – Working
Experience
Experience of improving operational service levels whilst maintaining customer centricity ideally through applying technology or process improvement.
Behaviours
- Seeing the bigger picture – Level 4
- Managing a quality service – Level 4
Equality Statement
We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation.
Head of Operations employer: THE SCOTTISH GOVERNMENT
At SAAS, we pride ourselves on being an exceptional employer that champions a culture of innovation and inclusivity. As the Head of Operations, you will lead a dynamic team in a fast-paced environment, with ample opportunities for professional growth and development. Our commitment to employee well-being is reflected in our supportive work culture, competitive benefits, and the chance to make a meaningful impact on students across Scotland.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Operations
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you showcase why you're the perfect fit for the Head of Operations role.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience and skills can drive operational excellence. Highlight specific examples where you've improved service levels or implemented tech solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Head of Operations
Some tips for your application 🫡
Show Your Leadership Style:When writing your application, make sure to highlight your unique leadership style. We want to see how you can provide strategic direction and inspire a high-performing team. Share examples of how you've led teams in the past and the impact it had on service delivery.
Be Data-Driven:Since this role involves using data for decision-making, don’t shy away from showcasing your analytical skills. We love candidates who can use data to drive operational improvements, so include specific instances where you've used data to enhance service levels or efficiency.
Emphasise Continuous Improvement:We’re all about innovation and efficiency! In your application, talk about your experience with process redesign and automation. Give us examples of how you've implemented new technologies or processes that improved customer experience and operational performance.
Tailor Your Application:Make sure your application speaks directly to the job description. We appreciate candidates who take the time to align their skills and experiences with what we’re looking for. Don’t forget to apply through our website – it’s the best way to ensure your application gets noticed!
How to prepare for a job interview at THE SCOTTISH GOVERNMENT
✨Know Your Operations Inside Out
Before the interview, dive deep into the operations of the company. Understand their core service delivery functions and how they align with the strategic goals. This will help you articulate how your experience can enhance their operational efficiency.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you've empowered teams in the past. Share specific examples of how you've driven high performance and fostered a culture of continuous improvement, especially in fast-paced environments.
✨Data-Driven Decision Making
Highlight your experience with using data and customer insights to make operational decisions. Be ready to discuss how you've optimised resources and maintained service stability during peak demand, as this is crucial for the role.
✨Engage with Stakeholders
Demonstrate your ability to influence and engage with executive-level stakeholders. Prepare examples of how you've successfully collaborated across departments to ensure strategic alignment and compliance, showcasing your understanding of integrated planning.
