Head of Operations

1st Formations

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

Posted 9/21/2026full-timeLondon • United KingdomLead💰 £100,000 - £120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong operational leadership with a focus on performance accountability, cross-functional collaboration, and continuous improvement in a regulated service environment. Proven ability to translate commercial objectives into actionable plans while ensuring compliance and operational resilience.

Highest-signal resume keywords

Operational Strategy DevelopmentKPI Framework ManagementCross-Functional CollaborationChange ManagementData-Led Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ImprovementProcess RedesignTechnology EnablementPerformance AccountabilityRegulatory Compliance

Soft Skills

Collaborative LeadershipCoaching and DevelopmentCustomer-CentricityContinuous ImprovementChange Orientation

Industry Keywords

B2B ServicesSubscription ModelMembership ModelProfessional ServicesEnterprise Risk Management

About the role

Key responsibilities & impact

Own operating strategy and day-to-day performance across customer sales, retention, customer service, mail, Co Sec, and the serviced offices/business centre
Translate commercial objectives into functional plans while remaining hands-on in execution
Set and manage operating cadence, targets, workflows, and standards across customer-facing teams
Build and own reporting and KPI frameworks providing visibility into performance, risk, and opportunity
Drive cross-functional collaboration and resolve operational bottlenecks
Partner with the CEO to evaluate growth opportunities, new service lines, and market opportunities
Assess operational readiness to scale ahead of commitments
Develop and coach function managers and senior leaders
Lead operational improvement and transformation initiatives with Product, including systems, automation, process redesign, and technology enablement
Ensure operational resilience, enterprise risk management, regulatory compliance, governance, and controls
Develop a high-performance culture focused on accountability, collaboration, continuous improvement, and customer-centricity

Requirements

What you’ll need

Experience running operations across multi-disciplinary or multi-entity service businesses
Ideally experience within a scaling SME environment and a subscription, membership or B2B Services model
Experience coordinating diverse business units or functions while maintaining performance accountability
Strong operational and organisational capability, with credibility to work closely with senior leadership
Understanding of regulated, professional services, or compliance-led environments
Data-led leadership that translates plans into measurable execution and consistent delivery
Collaborative leadership that builds alignment across diverse teams and raises operational standards
Change-oriented approach that strengthens processes while supporting growth and innovation
Current right to work in the UK is assessed in the application form

Benefits

Comp & perks

Comprehensive benefits package
Real opportunities for progression as the business scales
The chance to influence both customer experience and product development
A culture that values ownership, impact, and continuous learning