The Company
Axon Moore is partnering with a leading financial services group as they look to appoint an experienced Head of Operations. The business is focused on growth, transformation, and delivering outstanding customer experiences through innovation, agility, and strong commercial execution.
Job Title: Head of Operations
Salary: upto £120,000 + bonus + benefits
Location: Manchester
The Role:
As the Head of Operations, you will be responsible for leading and scaling the operational engine of the Financial Services business. This is a senior leadership role with end-to-end accountability for operational performance across lending, customer servicing, complaints, collections, and third-party management.
You will shape and deliver a clear operational strategy that underpins our growth ambitions, strengthens customer outcomes, and ensures full alignment with regulatory expectations. Partnering closely with Product, Technology, Risk, and Compliance, you will build operations that are scalable, resilient, and relentlessly customer focused.
Key Responsibilities:
- Define and deliver the operational strategy, aligned to Financial Services and broader Group objectives.
- Lead end-to-end operations across the full lending lifecycle, including customer servicing, complaints, collections and incident management.
- Enable new product launches and roadmap delivery by ensuring operational readiness and seamless execution.
- Ensure full compliance with regulatory requirements, governance frameworks, and internal systems and controls.
- Own and maintain the operational risk management framework, including oversight of the risk register and remediation of risks outside appetite.
- Oversee the timely and accurate submission of all regulatory reporting, including complaints and operational resilience returns.
- Maintain robust operational resilience and business continuity frameworks, ensuring effective issue identification and resolution.
- Design, implement and continuously enhance scalable operational processes, leveraging automation and technology to drive efficiency.
- Monitor and optimise operational KPIs, SLAs and cost performance, embedding a culture of continuous improvement.
- Prepare quarterly Board papers and produce comprehensive operational performance reporting and dashboards.
- Build, lead and scale a high-performing operations team, setting clear objectives, KPIs and accountability standards.
- Manage third-party service providers and outsourcing partners in line with regulatory, contractual and governance requirements.
- Foster strong, collaborative partnerships across Product, Technology, Risk and Compliance to ensure aligned delivery and effective control.
Person Specification:
- Significant senior-level experience in operations within financial services or fintech
- Strong understanding of end-to-end lending operations and customer journeys
- Deep customer service expertise, particularly in complaints handling within a regulated environment
- A data-driven mindset with strong analytical, problem-solving and decision-making skills
- Comfortable operating in a fast-paced, high-growth or start-up environment
- Excellent stakeholder management and communication skills, with the ability to influence cross-functionally
For immediate consideration or more information on the role, please contact Aaron Conneran at Axon Moore on 07503 621 256