Director Operations - Financial Services

HR Business Solutions; Islamabad; On-site; PKR 8,000,000 - 12,000,000; Full time

Job summary

HR Business Solutions in Pakistan seeks a Director of Operations to lead operations for a UK financial services group focused on debt solutions including IVAs. The role oversees 250–300 employees across sales, onboarding, IVA servicing, collections and support functions.

The position requires strong commercial acumen, exceptional people management, and a proven track record of driving growth and efficiency. Fluency in English is essential.

Qualifications

• Minimum 10 years of relevant management experience, including at least 5 years in senior operational leadership.
• Proven experience managing large-scale operations, ideally with 200+ employees.
• Strong background in financial services, debt solutions, sales, collections, BPO or contact centre operations.

Responsibilities

• Drive new business growth, sales conversion and customer acquisition.
• Lead large-scale operations of 250–300 employees and oversee KPIs and performance.
• Oversee IVA servicing, collections and portfolio performance; drive collection targets and reduce arrears.
• Manage budgets, costs and governance; ensure compliance with UK regulatory requirements and local laws.

Skills

Leadership

Strategic Planning

Stakeholder Management

Financial Services

English Fluency

People Management

Operations Management

BPO/Contact Center

Automation/AI

Budgeting

Job description

Job Description

We are seeking an experienced and commercially driven Director of Operations to lead and oversee our Pakistan-based operations for an established UK financial services group specialising in debt solutions, including Individual Voluntary Arrangements (IVAs).

The successful candidate will have overall responsibility for a workforce of approximately 250–300 employees across sales, lead generation, customer onboarding, IVA servicing, collections and support functions.

This is a senior leadership position requiring strong commercial acumen, exceptional people management skills and a proven ability to drive business growth, improve operational performance and deliver sustainable results.

Key Responsibilities

Business Growth & Commercial Performance

• Drive new business growth, sales conversion and customer acquisition.
• Oversee sales, lead generation and onboarding functions to ensure business targets are achieved.
• Improve sales productivity, lead utilisation and operational profitability.
• Identify opportunities for sustainable business growth and performance improvement.

Operations & Performance Management

• Lead and manage large-scale operations comprising approximately 250–300 employees.
• Establish clear KPIs, performance targets and accountability frameworks.
• Drive operational efficiency, productivity and continuous improvement.
• Oversee departmental managers, ensuring effective leadership, recruitment, training and staff retention.
• Identify opportunities to enhance operations through technology, automation and AI.

IVA Servicing & Collections

• Oversee IVA servicing, collections and overall portfolio performance.
• Drive collection targets, improve payment adherence and reduce arrears.
• Develop strategies to improve customer retention and minimise avoidable IVA terminations.
• Ensure effective customer engagement and service delivery.

Financial Management & Governance

• Oversee operational budgets, staffing costs and financial performance.
• Ensure effective cost control and resource utilisation.
• Maintain high standards of compliance, quality assurance and customer outcomes.
• Ensure adherence to applicable UK regulatory requirements, Group policies and Pakistani employment legislation.
• Work closely with UK senior management, providing regular performance updates and implementing strategic initiatives.

Candidate Requirements

Essential

• Minimum 10 years of relevant management experience, including at least 5 years in senior operational leadership.
• Proven experience managing large-scale operations, ideally with 200+ employees.
• Strong background in financial services, debt solutions, sales, collections, BPO or contact centre operations.
• Demonstrated success in driving sales growth, improving conversion rates, collections performance and operational efficiency.
• Strong commercial awareness, financial management and analytical capabilities.
• Proven ability to lead multiple departments and develop high-performing management teams.
• Excellent leadership, communication and stakeholder management skills.
• Fluency in written and spoken English.