Head of Operations

1st Formations

. Own the operating strategy and day-to-day performance across customer sales, retention, customer service, mail, company secretarial, and the serviced offices/business centre .

Posted 10/28/2026full-timeLondon • United KingdomLead💰 £90,000 - £110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational strategy, performance management, and cross-functional collaboration within multi-disciplinary service environments. Proven ability to lead operational improvements, ensure regulatory compliance, and foster a high-performance culture focused on customer-centricity.

Highest-signal resume keywords

Operational Strategy OwnershipKPI Framework DevelopmentCross-Functional CollaborationRegulatory Compliance ManagementData-Led Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementOperational ImprovementProcess RedesignTechnology EnablementRisk ManagementChange ManagementSubscription Model ExperienceB2B Services ExperienceKPI MonitoringGovernance Controls

Soft Skills

LeadershipCoachingCollaborationAccountabilityContinuous Improvement

Industry Keywords

Professional ServicesCompliance-Led EnvironmentsSME OperationsCustomer ExperienceService Delivery

About the role

Key responsibilities & impact

Own the operating strategy and day-to-day performance across customer sales, retention, customer service, mail, company secretarial, and the serviced offices/business centre
Set and manage operating cadence, targets, workflows, and standards across customer-facing teams
Build and own reporting and KPI frameworks for performance, risk, and opportunity visibility
Drive cross-functional collaboration and resolve operational bottlenecks
Partner with the CEO to evaluate growth opportunities, new service lines, and market opportunities
Develop and coach function managers and senior leaders
Lead operational improvement and transformation with Product, including systems, automation, process redesign, technology enablement, and platform migration
Ensure operational resilience, enterprise risk management, regulatory compliance, governance, and controls
Develop a high-performance culture based on accountability, collaboration, continuous improvement, and customer-centricity
Monitor KPIs covering team productivity, engagement, retention, customer experience, service delivery, efficiency, and financial performance

Requirements

What you’ll need

Experience running operations across multi-disciplinary or multi-entity service businesses
Ideally experience in a scaling SME environment of a similar size (circa 150 staff, £18m revenue)
Experience in a subscription, membership or B2B Services model
Experience coordinating diverse business units or functions while maintaining performance accountability
Strong operational and organisational capability
Understanding of regulated, professional services, or compliance-led environments
Data-led leadership translating plans into measurable execution and consistent delivery
Change-oriented operational experience strengthening processes while supporting growth and innovation
Ability to work office-based five days a week at the head office in Covent Garden, London
Current right to work status in the UK

Benefits

Comp & perks

Comprehensive benefits package
Real opportunities for progression as the business scales
Chance to influence both customer experience and product development
Culture that values ownership, impact, and continuous learning
Inclusive and diverse workplace
Reasonable accommodations for disabilities or special needs