Head of Operations

Equiniti; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Head of Operations to lead their call centre and standby servicing operations. This pivotal role demands a seasoned professional with a proven track record in operations management, particularly within customer service environments. You will be responsible for enhancing operational efficiency, driving continuous improvement, and fostering a high-performance culture among diverse teams. If you are passionate about delivering exceptional customer service and have a knack for strategic planning, this is the perfect opportunity to make a significant impact in a dynamic and supportive environment.

Benefits

Pension Plan

Long Term Incentive Plan (LTIP)

Employee Assistance Programme

Health and Wellbeing Support

Employee Discounts

Flexible Benefits

28 Days Holiday

Volunteer Days

Qualifications

• Proven operations management experience in call centre or customer service.
• Strong leadership skills to manage diverse teams effectively.

Responsibilities

• Oversee daily call centre operations for efficiency and customer satisfaction.
• Develop strategies to improve performance and reduce costs.

Skills

Operations Management

Call Centre Dynamics

Leadership

Customer Service

Data Analysis

Problem-Solving

Communication

Adaptability

Education

Bachelor's in Business

Operations Management

Tools

Call Centre Software

CRM Systems

Job description

Management Level

E

We are Lenvi and we are passionately committed to becoming the go-to credit and analytics platform in our chosen markets, we will achieve this through unwavering focus on our people, product, and clients.

We service a range of clients in the UK, Europe and the United States providing lending platforms and analytics capabilities to both commercial and consumer-focused businesses across a range of asset classes including invoice discounting, retail finance, unsecured lending, SME funding and mortgages.

Our Values Statement

We epitomise the values of being bold, insightful, energetic, and curious. Embracing calculated risks, thinking deeply, bringing enthusiasm, and constantly seeking knowledge. These values fuel our innovative spirit, drive our growth, and enable us to make a positive impact on our stakeholders.

Role Summary

The Head of Operations is responsible for overseeing our call centre and standby servicing operations. The Head of Operations will be responsible for managing day-to-day activities, ensuring operational efficiency, and driving continuous improvement to meet and exceed performance targets. This role requires strong leadership skills, a deep understanding of call centre dynamics, and the ability to manage and motivate a diverse team.

What you will be doing

Operational Management – Oversee daily call centre and standby servicing operations to ensure efficient workflow. Develop and implement policies, procedures, and best practices to boost efficiency and customer satisfaction. Track KPIs to ensure teams meet or exceed targets.

Leadership and Team Management – Lead, mentor, and support direct reports, empowering them to guide Team Leaders, agents, and planners. Foster a collaborative culture focused on high performance, professional growth, and continuous learning. Conduct regular reviews and implement tailored development plans.

Strategic Planning – Create and execute strategies to improve efficiency, reduce costs, and elevate customer experience. Identify and adopt technologies to streamline operations. Align plans with broader business goals through collaboration with senior leadership.

Customer Service Excellence – Ensure delivery of outstanding service across teams. Resolve escalated issues promptly and effectively. Leverage customer feedback to drive improvements and address trends.

Budget and Resource Management – Manage budgets, optimising resources while maintaining service quality. Monitor expenses and identify cost-saving opportunities. Ensure staffing aligns with operational demands.

Compliance and Quality Assurance – Ensure adherence to regulations, company policies, and quality standards. Maintain quality assurance processes and conduct audits to uphold compliance and service standards.

Reporting and Analysis – Deliver regular reports on performance and key metrics. Analyse data to identify trends, improvements, and growth opportunities. Present actionable insights to senior management.

What we are looking for from you

Experience: Proven operations management experience, ideally in a call centre or customer service setting.

Education: Bachelor’s in business, Operations Management, or related field.

Proficiency: Skilled in call centre software and CRM systems.

Leadership: Strong ability to lead and motivate diverse teams.

Strategy: Capable of developing and executing efficiency-driven plans.

Customer Focus: Committed to exceptional customer service.

Analytics: Skilled in data analysis and decision-making.

Communication: Excellent written and verbal skills for all levels.

Problem-Solving: Proactive in resolving issues with effective solutions.

Adaptability: Flexible and responsive to changing needs.

What you will get in return

• Save For Your Future - Pension Plan; we match your pension contributions up to 10%
• All Employee Long Term Incentive Plan (LTIP) – Gives our colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our online portal.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more. Time Off – Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.

Our Diversity Statement

At Lenvi we encourage individuals from all walks of life, without exception, to join our team. We know diversity fuels innovation and creativity, so we welcome applications from anyone, with any background.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.