Head of Operations

Job Description: Head of Operations 

Department: Operations 

Reports to: Chief Executive Officer (CEO) 

Location: Croydon, London 

Salary Range: 50-65k Depending on experience 

Role Purpose  

The Head of Central Operations is responsible for architecting, building, and leading a centralised Operations function that enables scalable growth, operational excellence, and seamless cross-departmental execution. This role exists to address the critical challenge of fragmented systems and siloed departments, which currently limit the company’s ability to scale efficiently and launch new services effectively. 

By establishing the Operations function helping develop a Centre of Excellence, directing the Data Analysis team, and embedding robust processes, this role will ensure the business operates as a unified, data-driven organisation aligned with the CEO’s vision for growth. 

Key Responsibilities  

1. Strategic Leadership & Operational Architecture 

• Define and execute the long-term strategy for the Operations function, ensuring alignment with the CEO’s vision for scalable and efficient growth. 
• Act as a strategic advisor to the CEO and join the senior leadership team as operations head, lead on technology adoption, and process optimisation. 
• Establish the Operations team, providing oversight and support across all lines of business (Payroll Services, Government Contracts, and Software). 

2. Programme & Project Management 

• Lead the end-to-end management of strategic initiatives, including the company-wide Zoho-to-Microsoft migration, ensuring delivery within scope, budget, and timelines. 
• Oversee the operational readiness and delivery of new services and contracts, including software product launches, payroll services, and government frameworks. 
• Introduce and embed best-practice project management methodologies (PRINCE2®, PMP, Agile, Scrum) across the business. 

3. Team Building & Leadership 

• Build, mentor, and manage a central Operations team, Mange the operations of the business which includes setting clear objectives and fostering a high-performance culture across the business.
• Provide strategic leadership in the business, ensuring insights generated are actionable and support CEO-level decision-making. 
• Lead on talent development, coaching, and career progression within the Operations and Data Analysis functions. 

4. Business Process Analysis & Continuous Improvement 

• Analyse existing cross-departmental workflows to identify inefficiencies, risks, and areas for improvement. 
• Design and implement standardised, scalable processes that reduce costs, improve quality, and accelerate delivery. 
• Champion a culture of continuous improvement, innovation, and operational excellence across the organisation. 

5. Technology & Data Utilisation 

• Oversee the adoption and integration of new technologies, ensuring they deliver tangible business value. 
• Direct the development of advanced dashboards and reporting through Power BI, enabling a single source of truth for performance monitoring. 
• Identify opportunities for AI, automation, and emerging technologies (e.g., Copilot, Power Automate) to enhance productivity and innovation. 

6. Stakeholder Engagement & Cross-Functional Management 

• Serve as the operational liaison between the CEO, department heads, and cross-functional teams. 
• Ensure alignment between operations and sales processes, enabling accurate forecasting and efficient lead-to-revenue conversion. 
• Manage relationships with key external partners, vendors, and technology providers. 
• Communicate strategy, progress, and results clearly and effectively to all stakeholders. 

Required Skill Set  

Technical & Functional Expertise 

• Programme & Project Management: Expertise in PRINCE2®, PMP, Agile, Scrum, and business continuity planning. 
• Business Analysis: Strong skills in requirements gathering, process mapping, gap analysis, and solution design. 
• Data Analytics: Proficiency in Power BI, Excel, and data visualisation, with ability to interpret data for strategic decision-making. 
• Sales & Revenue Operations: Experience in CRM management (e.g., Salesforce, MS Dynamics) and sales process optimisation. 
• AI & Emerging Technologies: Understanding of Generative AI, machine learning concepts, and automation tools. 

Leadership & Soft Skills 

• Strategic leadership with ability to set vision and influence stakeholders at all levels. 
• Senior stakeholder management and vendor negotiation skills. 
• Proven people management and development expertise, building and mentoring high-performing teams. 
• Strong change management capability, guiding teams through complex technological and organisational transitions. 
• Excellent problem-solving, analytical, and communication skills. 
• Commercial and financial acumen, with understanding of operational impact on P&L. 

Qualifications  

• Bachelor’s degree required; MBA highly desirable. 
• Project/Programme Management certification (PRINCE2®, PMP, or equivalent). 
• Agile or ITIL® certification preferred. 
• Data analytics certification (Power BI, Tableau, or equivalent) advantageous. 
• Change management certifications desirable. 

Personal Attributes  

• Visionary thinker with the ability to translate strategy into action. 
• Collaborative leader who breaks down silos and fosters teamwork. 
• Resilient and adaptable, able to thrive in a fast-paced, evolving environment. 
• Detail-oriented yet able to see the bigger picture. 
• Passionate about continuous improvement and innovation. 

Why This Role Matters  

This role is pivotal to the company’s transformation into a scalable, efficient, and data-driven organisation. Beyond managing the technical migration from Zoho to Microsoft, the Head of Central Operations will embed operational excellence across all functions, ensure data is leveraged strategically, and create the infrastructure that enables rapid service launches and sustainable growth.