Head of Operations

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