Head of Operations

Clipper Contracting Group Ltd; Dorchester; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Clipper Contracting Group is seeking a Head of Operations to own the operational performance of our umbrella payroll operation. You will combine strategic thinking with practical delivery, setting standards, monitoring performance and embedding improvements through the team.

In this senior role, you will work closely with the Operations and Payroll Managers, own KPIs, drive continuous improvement and collaborate with our technology partner to optimise workflows and client service.

Qualifications

• Significant senior operational management experience in umbrella payroll or recruitment services.
• Strong understanding of umbrella payroll operations and the recruitment sector.
• Experience managing managers and leading operational teams.
• Proven track record of improving processes and performance.
• Knowledge of operational controls, compliance and risk management.
• Experience using data and KPIs to drive performance.
• Experience implementing new systems, technology or automation.
• Excellent problem-solving and root-cause analysis abilities.
• Strong communication with directors, managers, clients and external partners.
• Ability to balance strategic thinking with hands-on delivery.

Responsibilities

• Take ownership of day-to-day operational performance across the business.
• Lead and drive operational activity across the umbrella payroll value chain.
• Develop and support the Operations Manager and Payroll Manager.
• Own key operational KPIs including onboarding, turnaround times, funding cycles and payroll performance.
• Identify bottlenecks and drive practical solutions through to delivery.
• Design and embed improved processes, systems and ways of working for scale.
• Maintain robust SOPs, controls and regulatory compliance.

Skills

Senior operational management

Umbrella payroll experience

Process improvement

Data-driven decision making

Stakeholder leadership

CRM systems

Tools

CRM software

Job description

A senior operational leadership role for someone who knows how to make things happen.

We are looking for an experienced Head of Operations to join our growing business and take overall ownership of operational performance across our umbrella payroll operation.

This is a senior leadership role, but it is not a role for someone who wants to sit at a distance from the operation. We are looking for someone who combines strategic thinking with strong operational delivery — someone who can understand the detail, identify what needs to change, and then drive that change through to completion.

You will have overall responsibility for our operational framework, working closely with and through our Operations Manager and Payroll Manager, while maintaining clear visibility and accountability across the operation.

You will be instrumental in ensuring that our processes, systems, people and controls are capable of delivering an exceptional service to our recruitment clients while supporting the continued growth of the business.

The Role

As Head of Operations, you will take ownership of the effective running and continuous improvement of our operational functions.

You will establish clear standards and accountability, monitor performance, identify operational challenges and ensure that improvements are implemented and embedded.

You will be equally comfortable discussing operational strategy with the Board as you are getting into the detail of a process, resolving a complex client issue, reviewing operational MI or working with our technology partner to improve a workflow.

Your key areas of responsibility will include:

• Taking overall accountability for day-to-day operational performance across the business.
• Leading and driving operational activity across the umbrella payroll value chain.
• Managing and developing the Operations Manager and Payroll Manager, providing direction, challenge and support.
• Owning key operational KPIs including onboarding, turnaround times, funding cycles, payroll performance, servicing and collections.
• Identifying operational weaknesses, bottlenecks and inefficiencies and driving practical solutions through to implementation.
• Designing and embedding improved processes, systems and ways of working to support scale and growth.
• Developing and maintaining robust SOPs, controls and operational standards.
• Leading continuous improvement and automation initiatives.
• Working with our outsourced technology partner, Vocala, to develop and enhance our worker CRM, including scoping, testing and implementing improvements.
• Taking senior ownership of complex operational issues, escalations and client matters.
• Ensuring complaints are appropriately managed, investigated and resolved within regulatory timeframes.
• Maintaining strong operational controls and ensuring compliance with relevant legislation and regulatory requirements.
• Building a high-performing, accountable and customer-focused operational culture.
• Working with HR and departmental managers to develop capability, training and performance across the operational teams.
• Supporting the Board and senior leadership team with operational insight, MI, risk identification and recommendations.
• Ensuring the operational model is capable of supporting future growth, new products and new markets.

What We're Looking For

We are looking for an operational leader who combines commercial awareness, technical understanding and a genuine appetite for delivery.

You will ideally have:

• Significant senior operational management experience within umbrella payroll, payroll, recruitment services, invoice financing or a closely related environment.
• A strong understanding of the operational requirements of an umbrella payroll business and the recruitment sector.
• Experience managing managers and leading operational teams.
• A proven track record of improving processes, systems and operational performance.
• Strong knowledge of operational controls, compliance and risk management.
• Experience using data and KPIs to identify issues and drive performance.
• Experience implementing new systems, technology, automation or process improvements.
• Excellent problem-solving skills and the ability to get to the root cause of operational issues.
• Strong communication skills and the confidence to work with Directors, managers, employees, clients and external partners.
• The ability to balance strategic thinking with hands-on operational delivery.

Most importantly, you will be someone who takes ownership. You won't simply identify a problem and recommend a solution; you will be comfortable taking responsibility for getting the right people around the table, driving the solution forward and ensuring the improvement is embedded.

Why Join Us?

This is an opportunity to join a growing business at an exciting stage of its development, having recently gone through a transition to being employee-owned. Being two years into this process, you will have a genuine influence on how the operation evolves, with a view that in a few years, the proceeds of the business will be shared amongst the beneficiaries.

You will have significant autonomy and the opportunity to shape our processes, systems, team structure and operational culture as we scale.

The role will suit someone who enjoys making a tangible difference — someone curious who can move comfortably between the strategic and the operational and who takes pride in building an operation that is efficient, controlled, scalable and delivers an excellent client experience.

Relocation

For the right candidate, particularly someone with strong operational experience within the umbrella payroll sector, we would be prepared to consider a relocation package.

If you have the relevant sector experience but are currently based outside the area, we would be very interested in hearing from you.

Clipper Contracting Group is an equal opportunities employer.