Head of Operational Analysis

Overview

We’re looking for a Head of Operational Analysis to take senior ownership of three business-critical operational areas: charge issuance, pre-legal collections, and fault management.

This is a high-impact leadership role for someone who thrives at the intersection of data, operational control, and continuous improvement. You’ll shape how performance is measured, risks are controlled, and insight is turned into action — while leading a skilled analytical and fault management function.

• End-to-end ownership of the Charge Notification lifecycle, from analysis and issuance through to quality assurance and compliance
• Delivery against monthly Charge Notification issuance targets as a core commercial metric
• Ownership of the pre-legal collections cycle, ensuring reminders, payments, validation, and controls are accurate and timely
• Leadership of the fault centre, driving faster resolution, root cause analysis, and improved estate performance
• Introduction and embedding of robust KPIs, operational controls, and governance
• Acting as a senior escalation point, working closely with IT, Operations, Client Services, and external partners
• Leading, coaching, and developing an in-house team and offshore partners
• Driving automation, process optimisation, and data-led improvement initiatives

• Strong SQL capability and experience working with large operational datasets
• Advanced Power BI and Excel skills (including data modelling and performance reporting)
• Proven experience owning end-to-end operational processes with measurable targets
• Strong understanding of quality control, audit, and regulatory compliance
• Experience managing collections processes and operational risk
• Exposure to systems or fault management environments (highly desirable)
• Confident leader with experience managing teams and outsourced partners
• Comfortable operating at pace, making decisions, and influencing senior stakeholders

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