Service Operations Director

The Service Operations Director will be a key leader in an expanding FinTech organisation, overseeing the daily operations of a multi-site, multi-territory service desk and an invoice reconciliation team. This role involves managing a 24/7 customer support environment, ensuring exceptional customer experiences, and leading an invoice reconciliation team that provides value-added services, while increasing revenue, cost efficiency, and strategic development.

Client Details

Our client is a global payments technology business and has grown into one of the world's largest payment platforms making payments easier and more efficient. The company fosters a collaborative and empowering environment and is led by a passionate team dedicated to providing an environment that encourages partnership and empowering people to succeed.

Description

The Service Operations Director will be responsible for steering the division towards achieving and surpassing revenue targets, driving down the cost to serve, ensuring customer satisfaction, and driving strategic growth.

Key Responsibilities:

• Strategic Leadership: Develop and execute the strategic plan to provide timely, effective, and repeatable service management, recognising opportunities for continuous improvement. Drive revenue growth, achieve KPIs, and support market expansion. Considering onshore and offshore opportunities for service delivery
• Team Leadership: Lead, mentor, and inspire a diverse team of professionals in the UK and internationally, fostering a culture of high performance and excellence.
• Customer Focus: Ensure exceptional customer experiences and satisfaction, driving customer retention and enhancing business reputation.
• Financial Oversight: Manage the department budget, financial performance, and resource allocation to maximise profitability. Establish and drive down the cost-to-service metric.
• Stakeholder Engagement: Collaborate with internal and external stakeholders, including the executive leadership team, partners, and clients, to drive business success.

Profile

The successful candidate will be customer-centric, with the ability to seamlessly transition between strategic thinking and hands-on engagement with the team, colleagues, stakeholders, and, when necessary, customer-facing interactions. They will be analytical and detail-oriented, focusing on efficiency, compliance, and service effectiveness through process improvements.

Key Qualifications:

• Industry Expertise: Extensive experience in the fintech industry, with a strong understanding of B2B SaaS business models.
• Transformation Delivery: Proven experience in leading operating model optimisation, including transitioning from onshore to offshore management and developing performance.
• Performance Focus: Demonstrated ability to improve, develop, and coach teams to deliver optimal service standards.
• Revenue Management: Proven track record of driving significant revenue growth and achieving financial targets while continuing to deliver exceptional customer service.
• Strategic Planning: Expertise in developing and executing strategic plans that align with business goals.
• Financial Acumen: Proficiency in financial management, budgeting, and resource allocation.
• Data-Driven Decision Making: Ability to analyse data and metrics to inform strategic decisions and drive performance.
• Technology Proficiency: Familiarity with resource management platforms, with considerable experience using ServiceNow at scale, as well as CRM and CSM tools, and other relevant technologies

Please be aware we are seeking candidates who are comfortable with commuting to a North West England based office 3-4 days week week. We are unable to consider remotely based candidates due to the critical nature of the role.

Job Offer

Competitive basic plus bonus and benefits