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.
What you’ll be responsible for
End-to-end ownership of the Charge Notification lifecycle, from analysis and issuance through to quality assurance and complianceDelivery against monthly Charge Notification issuance targets as a core commercial metricOwnership of the pre-legal collections cycle, ensuring reminders, payments, validation, and controls are accurate and timelyLeadership of the fault centre, driving faster resolution, root cause analysis, and improved estate performanceIntroduction and embedding of robust KPIs, operational controls, and governanceActing as a senior escalation point, working closely with IT, Operations, Client Services, and external partnersLeading, coaching, and developing an in-house team and offshore partnersDriving automation, process optimisation, and data-led improvement initiatives
What we’re looking for
Strong SQL capability and experience working with large operational datasetsAdvanced Power BI and Excel skills (including data modelling and performance reporting)Proven experience owning end-to-end operational processes with measurable targetsStrong understanding of quality control, audit, and regulatory complianceExperience managing collections processes and operational riskExposure to systems or fault management environments (highly desirable)Confident leader with experience managing teams and outsourced partnersComfortable operating at pace, making decisions, and influencing senior stakeholdersPlease apply OR share your CV - /
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