Operations Team Leader

An exciting opportunity has arisen for an experienced Operations Team Leader to join a growing, innovative technology business delivering platform-based solutions to a diverse client base.

Operating in a fast-paced, commercially focused environment, this is an opportunity for someone who enjoys leading people, improving processes and using data to drive operational performance.

We are looking for a proactive, analytical and ambitious individual who can take ownership of a busy operational function, develop a high-performing team and contribute to the continued evolution of the business.

The Role

Working closely with senior leadership and client-facing teams, you will be responsible for:

• Leading, coaching and developing an operational support team, creating a culture of accountability, collaboration and high performance.
• Overseeing daily platform-related operations, ensuring consistent service delivery and exceptional client experience.
• Monitoring KPIs, SLAs and operational performance, identifying areas for improvement.
• Analysing performance data to understand trends, identify missed opportunities and recommend practical solutions.
• Working collaboratively with Client Success Managers to resolve issues, improve processes and maximise client outcomes.
• Acting as the first point of escalation for complex operational and service-related matters.
• Identifying opportunities to streamline workflows, remove inefficiencies and improve operational effectiveness.
• Supporting the implementation of new processes, systems and continuous improvement initiatives.
• Managing team performance, development plans, training and onboarding.
• Maintaining clear operational procedures, reporting and governance standards.

Applicants will have:

• Proven experience leading and developing an operational, platform support or service delivery team.
• Experience working in a fast-paced, process-driven environment where service quality and operational performance are critical.
• Strong analytical skills, with the ability to interpret data, identify trends and translate findings into improvements.
• Experience managing KPIs, SLAs and operational reporting.
• Confidence managing complex issues, competing priorities and stakeholder expectations.
• A collaborative approach, working effectively across operations, technology and client-facing functions.
• A continuous improvement mindset, with the ability to challenge existing ways of working.
• Strong communication, organisational and problem-solving skills.

You will be someone who enjoys taking ownership, developing people and making a measurable difference to how an operation performs.

Katie Bard is acting as an agency and is an equal opportunities employer