Head of Operations: Growth & Delivery Leader

1st Formations; Greater London; On-site; GBP 100,000 - 120,000; Full time

Benefits offered by this job

Salary £100k–£120k

Progression opportunities

Influence product development

Culture of ownership and learning

Job summary

1st Formations is seeking a commercially minded Head of Operations to drive day-to-day performance across its customer sales, retention, service, mail, Co Sec, and serviced offices. The role requires leading multiple service lines with a hands-on approach, partnering with the CEO to translate strategy into scalable, profitable execution.

You will build KPI frameworks, improve processes, and oversee governance to support sustainable growth.

Qualifications

• Demonstrates commercial mindset and strategic thinking.
• Proven ability to lead operations across multiple functions.
• Strong collaboration with senior leadership and product teams.
• Ability to translate strategic priorities into actionable plans.

Responsibilities

• Own operating strategy for customer sales, retention, service, Co Sec, and serviced offices.
• Set and manage operating cadence, targets, workflows, and standards for all functions.
• Develop and own KPI reporting framework with real-time performance visibility.
• Drive cross-functional collaboration and resolve bottlenecks in customer journeys.
• Partner with CEO to evaluate growth opportunities and scale readiness.
• Develop and coach function managers to strengthen leadership and accountability.
• Collaborate with Product on operational improvements, automation, and tech enablement.
• Ensure regulatory compliance and robust governance across activities.
• Foster a high-performance culture focused on accountability and continuous improvement.

Skills

Commercial acumen

Operations leadership

Cross-functional collaboration

Data-driven decision making

Job description

1st Formations is seeking a commercially minded Head of Operations to drive day-to-day performance across its customer sales, retention, service, mail, Co Sec, and serviced offices. The role requires leading multiple service lines with a hands-on approach, partnering with the CEO to translate strategy into scalable, profitable execution.

You will build KPI frameworks, improve processes, and oversee governance to support sustainable growth.