About the Organisation We are a respected professional membership and education organisation operating within the financial services sector, supporting the development and progression of professionals across the industry. As the organisation enters a significant phase of operational transformation, including the implementation of a new member management platform in 2026, we are seeking a commercially minded and collaborative Head of Operations to play a central role in shaping how the organisation operates into the future. This is a high-impact leadership opportunity for someone who enjoys combining strategic thinking with operational delivery. You will work closely with the COO and senior leadership team to improve cross-functional collaboration, strengthen operational performance, and help deliver meaningful organisational change. The Opportunity The Head of Operations will lead the Member Services function while acting as a key operational partner to the COO across the wider organisation. This role combines leadership, operational oversight, change management, and cross-functional coordination. You will help ensure teams are aligned, systems and processes are embedded effectively, and operational priorities are delivered consistently. The successful candidate will be comfortable operating at both strategic and hands-on levels someone who can influence across teams while also driving execution and accountability. Reporting directly to the COO, this position offers genuine visibility, autonomy, and the opportunity to shape operational excellence within a purpose-driven organisation. Key Responsibilities Operational Leadership & Member Services: Lead and support the Member Services function through direct management of the Member Services Manager. Oversee operational performance across member services activities, including compliance processes, member administration, annual returns, and professional designation support. Drive continuous improvement in service delivery, team effectiveness, and member experience. Coach and develop team leadership capability while fostering a high-performance and collaborative culture. Strategic Operational Support: Act as a trusted operational partner to the COO, providing visibility on organisational performance, priorities, risks, and emerging issues. Deliver regular operational reporting, updates, and recommendations to support effective decision-making. Identify opportunities to improve efficiency, accountability, and operational alignment across departments. Cross-Functional Collaboration & Change Management: Strengthen collaboration between departments and improve communication, coordination, and ownership across teams. Lead operational delivery of organisation-wide initiatives and change programmes. Coordinate stakeholder engagement, communication, training, and adoption activities related to operational change. Support leadership teams in embedding new ways of working and improving organisational effectiveness. Systems, Processes & Continuous Improvement: Support the adoption and effective use of operational systems and collaboration tools across the organisation. Ensure processes, SOPs, and operational documentation remain current, practical, and consistently applied. Identify opportunities for automation, AI integration, and process optimisation to improve operational performance and scalability. Promote best practice knowledge management and operational consistency across teams. Governance, Risk & Compliance: Partner with internal stakeholders on operational risk management and governance activities. Contribute to risk monitoring, policy implementation, and compliance-related operational improvements. Escalate material operational, governance, or compliance concerns appropriately. Project & Resource Coordination: Ensure projects are clearly scoped, prioritised, tracked, and appropriately resourced. Maintain oversight of cross-functional workloads and capacity planning. Support operational prioritisation and resolution of competing business demands. Experience & Requirements Essential Experience: Significant experience in operations leadership, business operations, or organisational management roles. Proven experience leading cross-functional initiatives and improving operational effectiveness. Experience managing teams and developing leadership capability. Strong track record of delivering operational change, process improvement, or transformation projects. Experience working closely with senior leadership and influencing across multiple departments. Ability to balance strategic thinking with hands-on operational delivery. Skills & Competencies: Excellent communication, relationship-building, and stakeholder management skills. Strong organisational and project coordination capabilities. Commercially aware with strong problem-solving and decision-making skills. Comfortable operating in a fast-moving and evolving environment. High level of accountability, ownership, and initiative. Strong analytical mindset with the ability to identify operational risks and improvement opportunities. Desirable: Experience within membership organisations, professional services, education, financial services, or regulated environments. Exposure to CRM, member management, or operational systems implementations. Familiarity with platforms such as Microsoft Teams, Asana, HubSpot, Guru, or similar operational tools. Interest or experience in process automation and AI-enabled operational improvement. What's on Offer Competitive salary package Performance-related bonus Employer pension contribution Life assurance and income protection Comprehensive healthcare and wellbeing support Hybrid working model with flexibility Generous annual leave plus Christmas closure Opportunity to shape operations within a values-led organisation undergoing meaningful transformation
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