Head of Operations
| Job Type | Permanent |
| Location | Manchester, Greater Manchester |
| Area | North West, UK |
| Sector | Retail Operations - Other |
| Salary | GBP100000 - GBP120000 per annum + Benefits |
| Currency | GBP |
| Start Date | ASAP |
| Advertiser | Zachary Daniels |
| Job Ref | BBBH35393_1770139056 |
- Description
Head of Operations | Manchester | £100k - £120k
Zachary Daniels are delighted to be partnering with a high-growth, regulated business to recruit a Head of Operations for a senior leadership role based in Manchester.
This role has end-to-end accountability for operational performance across a complex, customer-facing, regulated environment. The Head of Operations will be responsible for building scalable, resilient operations, delivering strong customer outcomes, and ensuring robust governance as the business continues to scale.
This is a hands-on leadership role, working closely with senior stakeholders across finance, product, technology, risk, and compliance within a fast-paced, commercially driven organisation.
Benefits You'll Enjoy:
- Salary of £100,000 - £120,000
- Manchester based senior leadership role
- High-visibility position within a growing regulated organisation
- Opportunity to shape and scale a critical business function
Role Responsibilities:
- Define and deliver the operational strategy aligned to wider business objectives.
- Own day-to-day operations across customer servicing, complaints, incident management, and operational performance.
- Ensure operational readiness for new product launches and business change initiatives.
- Lead governance, operational risk management, and regulatory compliance within a regulated environment.
- Act as a Certified Individual under SMCR, with clear accountability for operational controls and outcomes.
- Design, implement, and continuously improve scalable operating models, leveraging automation and technology where appropriate.
- Monitor and optimise operational KPIs, SLAs, cost efficiency, and customer outcomes.
- Produce senior leadership and board-level operational reporting and performance dashboards.
- Lead, develop, and scale high-performing operational teams.
- Oversee third-party suppliers and outsourcing partners, ensuring performance and regulatory compliance.
- Build strong working relationships across finance, product, technology, risk, and compliance teams.
About You:
- Proven experience in a senior operations leadership role within a regulated environment.
- Strong understanding of customer operations, service delivery, and operational governance.
- Deep experience in complaints handling, regulatory standards, and customer outcomes.
- Comfortable operating in fast-paced, high-growth environments.
- Commercially aware with a data-driven approach to decision-making.
- Confident engaging with senior stakeholders and leadership teams.
- Experience leading and scaling teams, setting accountability, and driving continuous improvement.
Apply today with your most up to date CV!
BH35393