Head of Operations

Role Purpose:

The Head of Operations is a senior executive responsible for end-to-end operational leadership, service delivery excellence, regulatory compliance, and client satisfaction across the organisation.

This role will act as the execution arm of the Board and Director , translating strategic goals into scalable operations while ensuring:

• High-quality service delivery
• Strong governance and compliance
• Robust data protection and risk management
• Excellent client experience and retention
• Operational efficiency and financial discipline

The Head of Operations will also oversee the organisations data protection and compliance posture , working in close alignment with legal, IT, and leadership teams to ensure compliance with UK GDPR, Data Protection Act 2018, HIPAA (where applicable), and international best practices .

Key Responsibilities

1. Executive Leadership & Business Operations

• Lead and manage day-to-day business operations across departments.
• Translate strategic objectives into operational execution plans.
• Drive operational efficiency, scalability, and performance management.
• Act as a key decision-maker supporting the Board.
• Ensure alignment between business goals, people, systems, and processes.
• Establish KPIs, dashboards, and performance metrics across teams.

2. Client Experience & Service Excellence

• Own end-to-end client satisfaction, retention, and service delivery quality .
• Ensure SLAs, turnaround times, and service commitments are consistently met.
• Act as an escalation point for key client concerns and service issues.
• Build strong, long-term relationships with clients and stakeholders.
• Implement continuous improvement initiatives based on client feedback.
• Ensure client data is handled securely and compliantly at all times.

3. Data Protection, Risk & Compliance Oversight

• Serve as the organisations executive owner of data protection and compliance .
• Ensure adherence to:
• UK GDPR & Data Protection Act 2018
• HIPAA (where applicable)
• ICO and NHS DSP requirements
• Oversee: Data governance frameworks, Data Protection Impact Assessments (DPIAs), Records of Processing Activities (RoPA), Act as escalation authority for data protection incidents and breaches.
• Ensure appropriate reporting to regulators and stakeholders when required.

4. Operational Governance & Risk Management

• Establish strong governance frameworks across:
• Operations, Data handling, IT and security, Vendor management, Identify operational, regulatory, and reputational risks.
• Implement risk mitigation strategies and business continuity plans.
• Oversee internal and external audits and ensure timely closure of findings.

5. IT, Digital & Process Excellence

• Oversee IT operations, security, and digital infrastructure.
• Ensure secure and efficient use of:
• Cloud platforms, Automation tools, Reporting and analytics systems
• Work closely with technology partners to ensure:
• Data security, System scalability, Compliance with privacy regulations, Champion digital transformation and process optimisation.

6. Financial, Vendor & Commercial Oversight

• Partner with leadership on budgeting, forecasting, and cost control.
• Oversee vendor management, contracts, and performance reviews.
• Ensure data protection and compliance clauses are embedded in all contracts.
• Drive operational efficiency while maintaining service quality.
• Support revenue growth through strong delivery and client satisfaction.

7. Leadership, Culture & Talent Development

• Lead, mentor, and develop high-performing teams.
• Foster a culture of: Accountability, Compliance, Client-centricity, Continuous improvement, Ensure training and awareness on: Data protection, Information security, Client service excellence, Act as a role model for ethical and compliant business conduct.

8. Desirable / Strategic Add-ons

• Oversight of:
• Power BI, Power Automate, and analytics platforms
• Process automation and reporting governance
• Support privacy-by-design and security-by-design initiatives.
• Provide executive input on scaling operations internationally.
• Contribute to long-term corporate strategy and growth planning.

Candidate Profile

Essential Experience

• 1218+ years of experience in:
• Operations leadership
• Service delivery
• Compliance / governance
• Client management
• Proven experience working at senior leadership.
• Strong understanding of: Operational risk, Data protection regulations ,Client service management, Experience managing multi-functional teams and external stakeholders, Strong commercial and financial acumen.

Highly Desirable

• Experience in healthcare, IT services, BPO, or regulated industries
• Exposure to UK clients
• Experience scaling operations or managing rapid growth
• Certifications (preferred): CIPP/E, CIPM, ISO 27001, ITIL / PMP