Head of Operations

HCL Technologies Limited; Romford; On-site; GBP 90,000 - 130,000; Full time

Job summary

HCL Technologies IBS in Romford, UK, seeks a Head of UK Operations to lead client engagements and end-to-end delivery for onshore and offshore teams. You will ensure client satisfaction and drive strategic planning with key relationships across IT delivery, Change and Infra teams.

The role also drives profitability, forecasts revenue, and implements cost optimization while overseeing onshore operations such as contact centre, client finance, and actuarial areas, with travel as required.

Qualifications

• 15+ years of operations leadership experience, preferably as a head of operations.
• Strong communication and influencing skills.
• Willingness to travel at short notice.

Responsibilities

• Own end-to-end delivery for the client, including onshore and offshore operations.
• Lead client engagement, strategic planning and relationship management.
• Monitor profitability and implement cost optimization to meet targets.
• Develop quarterly/annual revenue forecasts and report performance.
• Guide onshore operations for client areas (contact centre, actuarial, finance).
• Motivate and manage both onshore and offshore teams.

Skills

Operations leadership

Communication

Travel flexibility

Job description

Department: Insurance Business Services (Business Process Outsourcing Division)

Location: Romford, UK

Key relationships: Operations team, Customer, IT delivery Team, R&C, Change, Development team, Infra teams, L&D

Role Description: HCL Technologies (IBS) Head of UK Operations

• Client Engagement and Relationship:
• Direct client strategic planning engagements and attain positive reviews from clients
• Identify, execute and convert client business opportunities
• Maintain and develop key client relationships
• Perform project based on client requirements and gain client confidence
• Conduct negotiations in mutual best interest of clients.
• Delivery Management:
• Responsible direct line of sight to the end-to-end delivery requirements for the client - includes
• delivery of onshore and offshore operations
• Own the onshore operations for their respective client area viz. contact centre, client finance area, actuarial and
• People Management for onshore and indirect management for offshore e.g. morale, motivations, incentives etc.
• Lead and motivate the development and delivery of the IBS modernization of the Product and Technology estate.
• Revenue and Profit Management:
• Monitor and manage account profitability above margin targets.
• Plan and implement the cost optimization program to deliver on the cost agenda
• Develop and attain accurate quarterly and annual revenue forecasts for every account
• Present weekly/monthly/quarterly/annual performance report.

Skillsets required:

• 15 years + Operations experience / Head of Operations
• Complex process background, preferably including Insurance process . Not necessarily in life & pensions sector but familiarity with financial services highly desirable
• Strong communication and influencing skills
• Personal flexibility and willingness to travel at short notice