Head of Customer Operations

Role: Head of Customer Operations Location: Remote, with travel twice per week Salary: up to £100,000

Duties:

• As a senior leader you will be responsible for leading and scaling the core operational delivery teams
• You will ensure these critical functions operate with accuracy, efficiency, and compliance, while building the operational capability to support the organisations long-term growth.
• You will design and execute a future-proof operating model that delivers exceptional customer value, supports rapid growth, and ensures operational excellence.
• You will be responsible for leading and developing operational teams, setting direction, driving accountability, developing strong people leaders, and fostering a high-performance, inclusive culture.
• Allocate capacity effectively to deliver on service outcomes, balance demand and risk, and partner on forecasts and talent planning while ensuring day-to-day resilience.
• Drive process improvements and automation initiatives, including leveraging on AI enablement, that reduce complexity, strengthen controls, and scale operations sustainably.
• Use Data and Insights to Improve Performance: Define SLAs and KPIs, track results, and generate insights that reduce avoidable contact and improve operational effectiveness.

Who you are

• A strategic operator who balances long-term vision with day-to-day execution and has a clear bias for action.
• A proven people leader who develops strong managers and builds high-performing, inclusive teams.
• Customer-focused and commercially minded, ensuring improvements enhance trust and deliver measurable value.
• Analytical and data-driven, using insights to guide decisions and drive continuous improvement.
• An influential communicator who secures alignment across senior stakeholders.

Experience and Skills

• Proven leadership of large-scale operational functions, ideally including regulated environments such as financial services, pensions, or AML.
• Strong people leadership experience, with a track record of developing managers and building resilient, high-performing teams.
• Expertise in operational excellence and continuous improvement, including process redesign, automation, and methodologies such as Lean or Six Sigma.
• Skilled in using data and performance metrics (SLAs/KPIs) to drive accountability, efficiency, and service quality.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates