Head of Inbound Strategy & Operations

SUMMARY:

POSITION INFO:
The successful candidate will be a data-driven operational leader with a proven ability to build high-performing teams, optimise processes, influence senior stakeholders, and drive continuous improvement initiatives. This opportunity offers significant exposure to executive leadership and the chance to make a meaningful impact within a growing organisation. Key Responsibilities: Establish and lead a centralised Inbound Operations Centre, including structure, governance, procedures, performance metrics, and operating standards Design and implement a unified inbound contact strategy across multiple channels and business areas Develop and manage inbound service delivery and collections performance scorecards Drive improvements in inbound conversion, customer contact rates, and operational efficiency Lead workforce planning, forecasting, capacity management, and resource optimisation initiatives Own inbound demand forecasting, scheduling, and intraday management processes Partner with technology teams to enhance IVR, routing, telephony, and digital engagement capabilities Lead AI-enabled customer engagement initiatives and oversee optimisation of AI-assisted processes Develop and implement quality assurance, compliance, and governance frameworks Establish standard operating procedures, policies, and controls across all inbound channels Manage operational performance reporting and present insights to executive leadership Build, develop, coach, and mentor leadership teams and operational managers Drive continuous improvement, automation, and operational transformation initiatives Partner with internal stakeholders to improve customer journeys and business outcomes Manage operational budgets, business cases, and resource planning initiatives Job Experience and Skills Required: Education: Bachelor's Degree in Business Administration, Operations Management, Industrial Engineering, Information Systems, or a related field Postgraduate qualification in Business Administration, Operations Management, Industrial Engineering, or a related discipline advantageous Lean Six Sigma, Workforce Management, Project Management, Change Management, or Customer Experience certifications advantageous Experience: Minimum 8 years' experience within Contact Centre Operations, Customer Operations, Collections, Financial Services, or Business Process Outsourcing environments At least 3 years' experience at Senior Management, Head of Operations, or equivalent leadership level Proven experience managing large-scale inbound contact centre environments of 150+ seats Demonstrated success establishing, transforming, or significantly improving operational functions Strong collections or credit management experience within a regulated environment Experience leading workforce management, forecasting, capacity planning, and operational optimisation initiatives Exposure to telephony, IVR, routing, contact centre technologies, and digital engagement platforms Experience managing operational performance and presenting to executive-level stakeholders Budget ownership, cost-centre management, and business case development experience Experience within multi-site, multi-client, or complex operational environments advantageous Skills: Strong operational leadership and people management capabilities Ability to use data and analytics to identify opportunities and drive decision-making Excellent stakeholder management and influencing skills Strong commercial acumen and results-driven mindset Expertise in contact centre operations, workforce management, and service delivery optimisation Understanding of customer journey design and operational transformation principles Strong analytical, problem-solving, and strategic thinking abilities Ability to challenge constructively and drive accountability across teams Excellent communication and presentation skills Passion for continuous improvement, innovation, and operational excellence Strong leadership presence with the ability to build high-performing teams For more exciting Actuarial and Analytics vacancies, please visit: Network Recruitment International - Finance Jobs I also specialise in recruiting in the following: Actuarial: Life, Short-Term, Health, Pensions, and Quantitative Data & Analytics: Data Scientists, Data Analysts (Python, R, SQL, Machine Learning) Risk: Credit Risk, Market Risk, Model Risk, and Operational Risk Analysts Pricing: Specialists in Insurance and Financial Products AI & Machine Learning: ML Ops, NLP, Predictive Modelling Data Scientists Quantitative: Experts across Banking, Insurance, and FinTech If you have not had any response in two weeks, please consider the vacancy application unsuccessful. Your profile will be kept on our database for any other suitable roles \/ positions. For more information, contact: Zahrah Gani Specialist Recruitment Consultant 🔗 Connect with me on LinkedIn