Head of Operations – Shared Services Center

About the role

The Head of Operations will build a high‑performing, commercially minded operation that delivers excellent customer outcomes across all channels. Reporting to senior leadership, this role bridges Intervest and Staysure, ensuring clear performance, risk management and governance.

Key responsibilities

• Own end‑to‑end operational performance for Customer Service, New Business and Renewals across all omnichannel activities.
• Lead Operations Managers and Team Managers, set KPI targets and ensure disciplined daily performance management.
• Act as the primary operational bridge between Intervest and Staysure, providing transparent reporting and early risk escalation.
• Manage capacity, workforce planning and commercial delivery, aligning staffing with demand forecasts and contractual commitments.
• Drive sales performance for New Business and Renewals through coaching, incentives and a strong performance culture.
• Ensure compliance with quality, regulatory and customer‑fairness standards, promoting Treating Customers Fairly principles.
• Lead continuous improvement initiatives, root‑cause analysis and change implementation to sustain performance gains.

Required profile

• Significant senior leadership experience in a contact‑centre, BPO or customer‑operations environment.
• Proven track record of leading omnichannel Customer Service and sales operations, including New Business and Renewals.
• Demonstrated ability to deliver KPIs through structured performance management, coaching and disciplined operating rhythms.
• Strong knowledge of workforce and capacity management, forecasting, scheduling and intraday staffing.
• Experience managing client or partner relationships and presenting performance to senior stakeholders.