Our client a major UK consultancy are looking for an Senior Operations Lead to be responsible for day-to-day operational delivery of the service to a key client.
Based out of their offices in central Bradford you will be expected toensure consistent, high-quality execution across all in-scope service areas whilst also managing performance, coordinating teams, resolving issues, and maintaining a stable and professional service.
Candidates will need to have a strong background in Financial Services in particular within the Review/Remediation space.
This role is a contract position expected to run until the end of 2026 and will be working on a hybrid basis of 3 days in central Bradford and 2 remote.
Operational Delivery Leadership- Lead day-to-day delivery activity across all service areas.- Ensure service levels, KPIs, and quality expectations are consistently met.- Oversee Service Delivery, Complaints & Appeals, Risk & Controls, MI & Planning and Quality functions.- Maintain daily production rhythms, operational huddles, and issue-management routines.
Client & Stakeholder Management- Act as the primary operational contact for the client.- Manage real-time issues, escalations, and operational queries.- Attend leadership meetings, performance reviews and operational forums.- Provide timely, clear updates on risks, blockers, and operational performance.
Team Leadership & People Management- Lead multi-disciplinary UK teams delivering the service.- Work with the Engagement Manager to monitor quality, resourcing, utilisation, and budgets.- Drive clarity of accountability and eliminate duplication across operational roles.- Reinforce a culture of discipline, delivery focus and continuous improvement.
Risk, Control & Quality Management- Ensure consistent application of controls, standards and audit requirements.- Drive root-cause analysis and quality remediation.- Ensure accurate reporting, forecasting and performance MI.
Mobilisation & Change Implementation- Support mobilisation and transition of new services or scope changes.- Coordinate operational readiness and ensure smooth transition into BAU.- Work with PMO and Delivery Office teams to embed change effectively.
Required Skills & Experience- Strong operational leadership in service delivery environments within Financial Services.- Proven ability to manage real-time service challenges under pressure.- Experience leading multi-disciplinary and geographically dispersed teams.- Strong stakeholder management and communication skills.- Analytical capability to interpret MI and identify performance improvements.- Understanding of quality frameworks, operational controls and managed services environments.