Operations Director

Overview

Operations Director (New Business & Offshore Transition) Role Purpose: To provide strategic oversight, governance, and performance management during new client implementations and/or the transition of operational delivery to offshore locations. The role ensures continuity of service, protects commercial outcomes, maintains strong client relationships, and manages the retained onshore function responsible for governance, vendor management, and operational assurance.

Experience

• Senior-level contact centre or service delivery experience
• UK Financial Services including FCA regulated activities
• Leading offshoring or multi-site transitions
• Vendor, BPO, or offshore partner management
• Managing financial and operational performance during change
• Client relationship management

Skills & Personal Attributes

• Strong communication across distributed teams
• Proven track record in leadership of successful teams
• Influential stakeholder management
• Commercial awareness and cost management
• Negotiation and vendor governance
• Ability to lead through organisational change
• Displays vision in identifying new business opportunities with existing and potential clients for the benefit of the business and commercial awareness to drive these forward.

Key Responsibilities

• Assess readiness and identify transition risks and dependencies
• Serve as single point of coordination among senior leadership, boards, external partners, and operational teams
• Build trust and alignment across diverse stakeholder group
• Ensure uninterrupted delivery of core operations, services or programs during transition
• Anticipate operational, reputational and all other risks relevant to service and contract
• Develop mitigation strategies and escalation protocols
• Manage change and support organizational adaptation