Customer Operations & Services Director

Job Role: Customer Operations and Services Director

Location: Hybrid with regular travel to London/Birmingham/Leicester offices

Salary: 120000 per annum DOE Excellent Benefits!

Contract Type: Permanent Full time

What We Can Offer You: 30 Days Annual Leave (Pro-Rata) Additional Holiday Purchase Hybrid Working Performance-Related Bonus Life Assurance Vitality Private Healthcare Subsidised Gym Memberships Cycle to Work Scheme Discount Vouchers and Access to Wellbeing Resources

Why Do We Want You

Are you a strategic operations or service leader who thrives on transforming complexity into world-class customer experiences

This is a rare opportunity to step into a high-impact executive-level role where you will define and lead a newly shaped centralised Operations and Services function across a multi-brand high-growth organisation.

As Customer Operations and Services Director youll bring together people processes and technology to create a consistent scalable and commercially driven customer experience across all brands and business units.

Youll also be part of the Executive Leadership Team (ELT) playing a critical role in shaping the future of Wilmington Plc.

This is more than a leadership role its a chance to build influence and leave a lasting legacy across a complex evolving organisation.

Please note: To complete your application you will be redirected to Wilmington Plcs career site.

At Wilmington Plc we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme please use the contact details provided once you have clicked apply!

You will be responsible for:

• Shaping and leading a centralised Operations and Services function ensuring clear ownership efficient processes and seamless collaboration across brands
• Designing a scalable operating model and delivering against budgets
• Setting and managing SLAs and KPIs using data to drive performance insight and continuous improvement
• Overseeing day-to-day operations to ensure a consistent high-quality customer experience
• Leading the Operations technology landscape working with senior tech stakeholders to drive optimisation and innovation
• Building and inspiring a high-performing leadership team fostering a culture of collaboration engagement and continuous improvement
• Driving organisational change including talent development succession planning and effective people strategies
• Acting as a trusted partner to senior stakeholders embedding a strong commercial mindset and building impactful internal and external relationships

Whats the Best Thing About This Role

You wont just lead Operations youll reimagine how it works.

From building a best-in-class function to influencing business-wide strategy this role puts you at the heart of shaping the future of customer experience across a dynamic multi-brand organisation.

Whats the Most Challenging Thing About This Role

Evolving a recently centralised operating model into a high-performing central function requires vision resilience and exceptional change leadership.

Balancing strategic priorities with hands-on delivery in a complex evolving environment will challenge and reward you in equal measure.

We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...

To be successful in this role you must have:

• Proven experience creating or evolving a centralised (or quasi-centralised) operating model from a decentralised structure
• Strong track record in setting and delivering operational strategy including SLAs and KPIs
• The ability to operate at a strategic level while remaining hands-on and delivery-focused
• Exceptional stakeholder management and relationship-building skills
• Strong data literacy with the ability to translate insights into compelling strategic actions
• Highly developed communication and influencing skills across all levels of seniority
• Experience leading through organisational change and managing complex team structures
• A passion for building high-performing teams and embedding a culture of continuous improvement
• Experience implementing systems and standardising processes to harness automation and efficiency

To be successful in this role it would be great if you have:

• Experience working in multi-brand or matrixed organisations
• A background in customer success or professional services
• Experience leading automation transformation or large-scale operational change programmes

We know its not a skill but the successful candidate must have permission to work in the roles location by the start of their employment.

About us

Were Wilmington plc a group of businesses united by governance risk and compliance. Acting as a trusted partner we help our customers to do the right business in the right way as they navigate the Regulatory Compliance landscape. If youre looking for innovation opportunity and community youll find them all and more here.

Join us and do Work That Means Something

At Wilmington plc we help global customers to do the right business in the right way - providing trusted data insights and education to navigate the Governance Risk and Compliance (GRC) landscape.

When you join us youll not only make a real difference for our customers youll also enjoy flexibility through hybrid working and benefit from a wide range of learning career and development opportunities.

Whether youre just starting out returning to work after a break or looking to take your next step youll be doing work with meaning.

Join us and make a real difference. Click on APPLY today!

The Legal Bit!

The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties responsibilities and skills required for this position.

*Please note that this role may remain advertised until an offer of employment has been made.

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