Shared Services Operations Director

Perch Group; Manchester; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading company in the credit management sector is seeking a Shared Services Operations Director to unify and scale operations across various verticals. This executive role will focus on building a best-in-class shared services function, driving operational excellence, and enhancing customer experience. The ideal candidate will have a strong background in operational leadership within regulated environments and a passion for data-driven decision making. Join a dynamic team dedicated to ethical debt resolution services.

Qualifications

• Experience in complex, regulated financial services environments.
• Proven success leading shared services across multi-entity structures.

Responsibilities

• Lead development of shared services function across multiple verticals.
• Champion operational excellence and customer experience.
• Embed data and performance measurement into shared service domains.

Skills

Operational Leadership

Data-driven Decision Making

Customer-first Philosophy

Analytical Skills

Job description

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Shared Services Operations Director

Location: Blackpool / Manchester / Skipton | Office-Based

Reports To: Group Chief Operating Officer (COO)

Type: Full-Time | Permanent

About Perch Group

Perch Group is a fast-scaling, vertically integrated credit management group delivering end-to-end, ethical debt resolution services. With over £2bn in assets under management and a focus on data-driven customer engagement, we operate across legal, field, BPO, and investment platforms. We champion technology-powered, customer-centric approaches, bridging the gap between creditors and customers.

The Role

We are creating a new executive-level position to unify and scale shared services across our five operating verticals (ACI, TML, Verify, Perch Connect, and Perch Capital). This role will lead the development of a best-in-class shared services function initially covering QA, Complaints, Frontline L&D, and 1st Line Controls—with a mandate to take on Group Change, Client and Portfolio Implementation, Strategy, Analytics & Portfolio Management, and broader Performance and Risk functions.

You will be a key change agent and operational strategist, reporting directly to the Group COO.

Key Responsibilities

Shared Services Leadership

- Build and lead the central Shared Services function to provide high-quality, efficient, and scalable services across the Group. This is currently c40 people based across three offices (including South Africa)

- Develop and deliver a roadmap for integrating QA, Complaints, L&D, 1st Line Controls, Customer Experience and eventually Change, Group Implementation, Analytics, and Performance.

- Standardise service models while adapting to vertical-specific needs; ensure alignment with regulatory and customer excellence requirements. More-over, help develop a federated shared service centre of excellence across each back of function.

Strategic Operations Enablement

- Enable operating MDs to focus on growth by removing operational friction and improving governance through centralised support.

- Champion continuous improvement, operational excellence, and best-in-class customer experience.

- Embed data and performance measurement into every shared service domain to drive insights and action.

Customer-Centric Culture & L&D

- Lead the transformation of front-line development and customer experience training programmes.

- Establish a unified view of complaints and QA to close the feedback loop between performance and service delivery.

- Embed an ethos of excellence, ethics, and empowerment in every customer interaction.

- Develop the foundation for central change, programme management and analytics functions to serve the entire Group (not just ACI/ Perch Capital).

- Lead enterprise-wide initiatives including transformation, technology change, and new service delivery.

- Own portfolio governance, performance tracking, and cross-functional programme alignment.

You Should Apply for This Role if you Have:

- Experience of Operational Leadership in complex, regulated or financial services environments.

- Proven success leading shared services or central functions across multi-entity structures.

- You have a track record in transformation, implementation and building scalable platforms.

- An entrepreneurial mindset: comfortable with pace, ambiguity, and building from scratch.

- Demonstrated you are highly analytical: data-driven decision maker with a passion for service improvement.

- A Customer-first philosophy: are emotionally intelligent, values-led and collaborative.

- Are b right, structured, and relentlessly organised, able to scale teams, processes, and KPIs.

Why Join Us?

- Define a new Group-wide function from the ground up

- Enable our MDs to lead with agility while centralising excellence

- Play a pivotal role in succession planning for Group leadership

- Drive the next evolution of customer service, learning, and operational governance

- Join a team that’s passionate, values-led, and ready to scale further

The Application Timeline

• A first stage video call with the internal recruitment team (15-minute call).
• A second stage video call with the Hiring Manager (30-minute call).
• A face to face or video call with the Hiring Manager and wider team (45 minutes - 60 minutes).

Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.

If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.

If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email [e-mail].

We are an Equal Opportunities Employer

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

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