Head of Operations

Head of Operations

• Annual Salary: £50K-£55K per annum
• Location: Croydon Area
• Job Type: Full-time

We are seeking a methodical, commercially aware, and compliance-focused Head of Operations to lead the enforcement function at a great client of ours in the Croydon area. This pivotal role involves managing appeals, compliance activities, debt recovery oversight, and legal partner relationships, ensuring operations are efficient, fair, and compliant with all relevant legislation and standards.

Day-to-day of the role:

• Lead, support, and develop the Appeals and Compliance Specialists, ensuring the team is well-trained and structured to deliver high-quality outcomes.
• Monitor team capacity, workload, and resourcing requirements, identifying risks and recommending operational adjustments.
• Audit team performance against agreed standards, internal controls, and compliance requirements.
• Maintain up-to-date knowledge of applicable legislation and regulatory requirements, ensuring internal processes reflect these changes.
• Address site-level or process-related issues impacting enforcement performance, compliance, or commercial results.
• Maintain strong relationships with debt recovery and legal partners, monitoring and reporting on their performance.
• Provide regular reports to senior stakeholders on enforcement performance, appeals trends, compliance activities, debt recovery outcomes, and legal escalation activities.
• Collaborate across departments to resolve issues and improve end-to-end enforcement processes.
• Drive continuous improvement across the enforcement function, ensuring processes are documented, scalable, and auditable.

Required Skills & Qualifications:

• Experience leading or supervising an operational, compliance, appeals, enforcement, or administration team.
• Highly analytical, capable of interpreting operational data and identifying patterns for process improvement.
• Excellent attention to detail with a structured approach to documentation, quality assurance, and audit readiness.
• Effective stakeholder management skills, able to build relationships with internal teams, external partners, and senior leadership.
• Clear and professional communication skills, able to convey complex operational or compliance matters concisely.
• Comfortable in a fast-paced, evolving environment where priorities may shift quickly.
• A fair, proportionate, and customer-aware approach to enforcement, balancing commercial performance with compliance and reputational risk.

Benefits:

• A senior operational role with direct influence over a critical business function.
• The opportunity to shape and improve enforcement processes within a growing, technology-led business.
• A collaborative environment that values practical thinking, ownership, and continuous improvement.

If you are interested in this role, please apply right away.