Transformation Director - Call Centre

Access Computer Consulting; Wales; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A consulting firm is seeking a Transformation Director to oversee strategic transformations in back-office operations. This pivotal role focuses on driving operational efficiency, enabling digital solutions, and managing cultural changes within the organization. Candidates must have a proven track record in large-scale operational transformation within insurance or financial services, and possess strong expertise in automation technologies. The job offers a hybrid work model in Bridgend, Wales, requiring 3 days on-site and 2 days remote.

Qualifications

• Proven track record in leading large-scale operational transformation within insurance or financial services.
• Deep understanding of back-office functions (policy administration, claims processing, finance operations).
• Experience in managing complex stakeholder environments and influencing at executive level.

Responsibilities

• Lead the strategic transformation of back-office operations.
• Drive operational efficiency, digital enablement, and cultural change.
• Modernising processes and embedding automation.

Skills

Optimising backend call centre operations

Large-scale operational transformation

Change management

Implementing automation technologies (RPA, AI)

Job description

I am recruiting for a Transformation Director, based 3 days a week in Bridgend, Wales - 2 days remote.

The role falls inside IR35 so you will need to work through an umbrella company for the duration of the contract.

It is essential you have expertise in optimising and setting up backend call centre operations.

You will lead the strategic transformation of back-office operations, driving operational efficiency, digital enablement, and cultural change across the organisation. This role is pivotal in modernising processes, embedding automation, and fostering a culture of continuous improvement and collaboration to deliver exceptional service and cost optimisation.

You MUST have a proven track record in leading large-scale operational transformation within insurance or financial services.

A deep understanding of back-office functions (policy administration, claims processing, finance operations) is essential for this role.

Experience in implementing automation technologies (RPA, AI, workflow platforms) is also essential.

You must also have a strong background in change management and cultural transformation.

You will have demonstrated success in managing complex stakeholder environments and influencing at executive level.

Please apply ASAP to find out more.