Head of Operations

Location
London
Salary
£70000 - £90000 per annum
Posted
07 Aug 2017
Closes
04 Sep 2017
Ref
00071870
Contact
Recruitment Genius Ltd
Sector
Legal
Function
Operations
Contract Type
Permanent
Hours
Full Time
The company:
This business is the market leader in conveyancing search solutions. Their comprehensive range of searches, surveys and checks are designed to help law firms and conveyancing practices streamline the conveyancing process.

The role:
The Head of Operations sits on the Senior Leadership Team (SLT) and reports into the Managing Director. They will be responsible for delivering the end-to-end customer journey and ensuring constant, ongoing operational excellence.

The Customer Services, Booking & Scheduling and Field Searcher teams will report directly into the Head of Operations and provide seamless processing and organisation of all product workflows.

The Head of Operations will be responsible for transforming the target operating model to deliver:
- Efficient and effective services designed to ensure maximum customer satisfaction
- Constant improvement of all operating procedures to generate maximise productivity
- Best-in-class customer experience based on a culture of sharing ideas and best practice

Primary responsibilities:
- Lead the operations department to deliver an excellent customer experience
- Motivate, grow and support operational teams to enable continuity of service, and to create effective succession planning for all roles
- Review and share best practice across the department and constantly embrace opportunities to refine and improve operational procedures
- Contribute to the direction of the wider business strategy, and to be the voice of the operations department on the SLT
- Develop a scalable resource plan that is agile enough to meet the changing needs of customers and suppliers in an evolving marketplace
- Build visibility into the operational processes, to ensure capacity and capability issues are clearly identified to the appropriate stakeholders e.g. proactive reporting, dashboards etc.
- Monitor and review the operating model to ensure fiscal effectiveness and scalability, to manage the budget and resources of the operations department to deliver value for money

Essential Skills:
- 5+ years' experience leading a large and distributed operational department, including customer service teams and representatives based in the field
- Expertise in business process improvement with proven experience at implementing change programs that produce improved performance
- Experience designing and implementing customer experience strategies
- Proven ability at forecasting and resource planning using data to support recommendations
- Strong analytical abilities with an eye for themes and trends from big data sets
- Ability to challenge and debate as part of an SLT, strong interpersonal skills
- Understanding of commercial pressures, budgets and wider P&L discussions
- Excel skills to a strong level (including data manipulation tools, VLOOKUP, Pivot Tables)
- Experience with SalesForce as a CRM tool
- Full UK driving licence (there is a large field based team that may require some travel)