Chief Operating Officer; COO

Location: Hybrid, mainly remote, with time across our Milton Keynes and Kettering offices

Reports to: Group CEO

Tugela People is a leading HR and Payroll systems consulting and services business, with extensive international HR experience and in-depth technology expertise. We help multi-national, mid-sized businesses select, implement and integrate people-centric cloud-based solutions globally, alongside ongoing and outsourced support on these platforms, operating remotely and from our offices in Milton Keynes and Kettering. Tugela People is proud to be part of the Impact HR Group.

Our vision is to empower businesses to thrive through exceptional HR solutions. Our mission is to be the worldwide go-to partner for people-centric, cloud-based HR, Payroll and System Optimisation solutions, helping businesses to effectively engage and manage their workforce.

We've built strong foundations: a talented team, loyal clients, and a growing reputation for quality. Now we're looking for an ambitious, commercially minded Chief Operating Officer to build on that platform and take Tugela People into its most exciting phase yet.

This is a newly created role at the heart of the business. You'll be the Group CEO's right hand, the driving force behind day-to-day performance, and the person who turns big ambitions into real, measurable growth.

Tugela People has real momentum, and this role exists to accelerate it. Our strategy is built around three core themes:
Growth, expanding our market presence and deepening client relationships;
Capability, investing in technology, innovation and a high-performing team; and Financial Performance, strengthening profitability and delivering sustainable value. As COO, you'll be the person who turns that strategy into reality.

You'll be the connective tissue between strategy and execution, translating the Group's ambitions into practical plans, and making sure the business runs smoothly, commercially, and consistently, day in, day out. It's a rare chance to genuinely shape where Tugela People goes next.

• Take full operational ownership of Tugela People, ensuring the business runs efficiently, commercially, and to a high standard day-to-day.

• Act as deputy and trusted partner to the Group CEO, deputising with authority when required.

• Oversee delivery, finance, resourcing, and client operations, including the Professional Services and Managed Services function led by the Head of Services, to ensure the business meets its commercial and service targets.

• Own the operating rhythm of the business: leadership meetings, reporting cadence, budgeting, and performance reviews.

• Help develop and deliver against a growth budget, turning ambition into a clear commercial plan with real results.

• Champion the Tugela People brand and reputation, both within the Group and across our markets.

• Lead the launch of exciting new services, including system selection, expanding what we offer clients.

• Identify, negotiate and bring on new partners, including HRIS and Payroll software providers, to strengthen our proposition and open up new opportunities.

• Lead, coach, and develop the Tugela People leadership team, ensuring clear accountability and strong performance.

• Build and protect a positive, high-trust culture that reflects Tugela People's values and identity.

• Promote a high-performance culture, recognising and rewarding great work.

• Ensure underperformance is identified early and addressed fairly and effectively.

• Lead on succession planning, capability building, and people development across the business.

• Translate Group strategy into a clear, practical operating plan for Tugela People, with measurable outcomes.

• Provide the Group CEO with honest, well-informed counsel on the health and direction of the business.

• Represent Tugela People's interests within the wider Impact HR Group, and work closely with, and support, other businesses across the Group.

• Oversee client experience and service quality, ensuring standards remain consistently high.

• Monitor commercial performance, including revenue, margin, and retention, and take action to keep the business on track.

• Identify opportunities to improve delivery, grow the client base, and enhance profitability.