Operations Director (New Business & Offshore Transition)
Role Purpose
To provide strategic oversight, governance, and performance management during new client implementations and/or the transition of operational delivery to offshore locations. The role ensures continuity of service, protects commercial outcomes, maintains strong client relationships, and manages the retained onshore function responsible for governance, vendor management, and operational assurance.
Experience
- Senior-level contact centre or service delivery experience
- UK Financial Services included FCA regulated activities
- Leading offshoring or multi-site transitions
- Vendor, BPO, or offshore partner management
- Managing financial and operational performance during change
- Client relationship management
Skills & Personal Attributes
- Strong communication across distributed teams
- Proven track record in leadership of successful teams
- Influential stakeholder management
- Commercial awareness and cost management
- Negotiation and vendor governance
- Ability to lead through organisational change
- Displays vision in identifying new business opportunities with existing and potential clients for the benefit of the business and commercial awareness to drive these forward
Key Responsibilities
- Assess readiness and identify transition risks and dependencies
- Serve as single point of coordination among senior leadership, boards, external partners, and operational teams
- Build trust and alignment across diverse stakeholder group
- Ensure uninterrupted delivery of core operations, services or programs during transition
- Anticipate operational, reputational and all other risks relevant to service and contract
- Develop mitigation strategies and escalation protocols
- Manage change and support organizational adaptation
Operations Director employer: Tp-8f723eaf
As an Account Director at our company, you will thrive in a dynamic and supportive work environment that prioritises client satisfaction and continuous improvement. We offer robust employee growth opportunities, a culture of collaboration, and the chance to make a meaningful impact on client relationships while working alongside talented professionals in a vibrant location. Join us to be part of a team that values your contributions and fosters your professional development.
