Senior Director of Operations

Our client a major UK consultancy is looking for an Senior Operations Lead to be responsible for day‑to‑day operational delivery of the service to a key client.

Based out of their offices in central Bradford you will be expected to ensure consistent, high‑quality execution across all in‑scope service areas whilst also managing performance, coordinating teams, resolving issues, and maintaining a stable and professional service.

Candidates will need to have a strong background in Financial Services, in particular within the Review/Remediation space.

This role is a contract position expected to run until the end of 2026 and will be working on a hybrid basis of 3 days in central Bradford and 2 remote.

• Lead day‑to‑day delivery activity across all service areas.
• Ensure service levels, KPIs, and quality expectations are consistently met.
• Oversee Service Delivery, Complaints & Appeals, Risk & Controls, MI & Planning and Quality functions.
• Maintain daily production rhythms, operational huddles, and issue‑management routines.

• Act as the primary operational contact for the client.
• Manage real‑time issues, escalations, and operational queries.
• Attend leadership meetings, performance reviews and operational forums.
• Provide timely, clear updates on risks, blockers, and operational performance.

• Lead multi‑disciplinary UK teams delivering the service.
• Work with the Engagement Manager to monitor quality, resourcing, utilisation, and budgets.
• Drive clarity of accountability and eliminate duplication across operational roles.
• Reinforce a culture of discipline, delivery focus and continuous improvement.

• Ensure consistent application of controls, standards and audit requirements.
• Drive root‑cause analysis and quality remediation.
• Ensure accurate reporting, forecasting and performance MI.

• Support mobilisation and transition of new services or scope changes.
• Coordinate operational readiness and ensure smooth transition into BAU.
• Work with PMO and Delivery Office teams to embed change effectively.

• Strong operational leadership in service delivery environments within Financial Services.
• Proven ability to manage real‑time service challenges under pressure.
• Experience leading multi‑disciplinary and geographically dispersed teams.
• Strong stakeholder management and communication skills.
• Analytical capability to interpret MI and identify performance improvements.
• Understanding of quality frameworks, operational controls and managed services environments.