Save Job Back to Search Job Description Summary Similar JobsRapidly growing Fintech organisationCollaborative and innovative organisationAbout Our ClientOur client is a global payments technology business and has grown into one of the world's largest payment platforms making payments easier and more efficient. The company fosters a collaborative and empowering environment and is led by a passionate team dedicated to providing an environment that encourages partnership and empowering people to succeed.Job DescriptionThe Service Operations Director will be responsible for steering the division towards achieving and surpassing revenue targets, driving down the cost to serve, ensuring customer satisfaction, and driving strategic growth.Key Responsibilities:Strategic Leadership: Develop and execute the strategic plan to provide timely, effective, and repeatable service management, recognising opportunities for continuous improvement. Drive revenue growth, achieve KPIs, and support market expansion. Considering onshore and offshore opportunities for service deliveryTeam Leadership: Lead, mentor, and inspire a diverse team of professionals in the UK and internationally, fostering a culture of high performance and excellence.Customer Focus: Ensure exceptional customer experiences and satisfaction, driving customer retention and enhancing business reputation.Financial Oversight: Manage the department budget, financial performance, and resource allocation to maximise profitability. Establish and drive down the cost-to-service metric.Stakeholder Engagement: Collaborate with internal and external stakeholders, including the executive leadership team, partners, and clients, to drive business success.The Successful Applicant The successful candidate will be customer-centric, with the ability to seamlessly transition between strategic thinking and hands-on engagement with the team, colleagues, stakeholders, and, when necessary, customer-facing interactions. They will be analytical and detail-oriented, focusing on efficiency, compliance, and service effectiveness through process improvements. Key Qualifications:Industry Expertise: Extensive experience in the fintech industry, with a strong understanding of B2B SaaS business models.Transformation Delivery: Proven experience in leading operating model optimisation, including transitioning from onshore to offshore management and developing performance.Performance Focus: Demonstrated ability to improve, develop, and coach teams to deliver optimal service standards.Revenue Management: Proven track record of driving significant revenue growth and achieving financial targets while continuing to deliver exceptional customer service.Strategic Planning: Expertise in developing and executing strategic plans that align with business goals.Financial Acumen: Proficiency in financial management, budgeting, and resource allocation.Data-Driven Decision Making: Ability to analyse data and metrics to inform strategic decisions and drive performance.Technology Proficiency: Familiarity with resource management platforms, with considerable experience using ServiceNow at scale, as well as CRM and CSM tools, and other relevant technologiesPlease be aware we are seeking candidates who are comfortable with commuting to a North West England based office days week week.What's on OfferCompetitive basic plus bonus and benefits ContactMark Lawson-JonesQuote job refJN-042025-6708021Phone number07342 073 140Job summaryJob functionExecutive SearchSubsectorFinancial Services & BankingSectorFinancial ServicesLocationNorth West EnglandContract typePermanentConsultant nameMark Lawson-JonesConsultant phone07342 073 140Job referenceJN-042025-6708021
