Job Description

Oversee workforce management (WFM), capacity planning, and forecasting to ensure optimal resource allocation and operational readiness.
Develop and maintain forecasting and capacity models to support business growth, demand fluctuations, and workforce planning.
Lead and monitor Quality Assurance frameworks, operational controls, and performance standards across Customer Service and Risk Operations
Analyse operational data and trends to identify gaps, risks, inefficiencies, and areas for improvement.
Own and maintain the Operations policy and SOP library, ensuring frameworks remain current, consistent, and audit-ready.
Act as an independent challenger to the operations teams, providing objective insights and ensuring adherence to established processes and controls.
Help define and evolve the independence and governance model of the QA function within Operations.
Drive accountability and follow-through on operational issues, control gaps, and quality concerns.
Provide regular reporting and insights to senior management on capacity, quality, performance, and key operational risks.

Requirements

Minimum 8–10 years of experience in Business, Operations, or other related fields.
Strong numerical, analytical, and problem-solving skills, with the ability to work with complex data and build robust forecasting models.
Proven experience in WFM, capacity planning, forecasting, quality assurance, operational controls, or a related function.
Experience developing, maintaining, or governing operational policies, SOPs, or control frameworks
Strong ability to challenge assumptions, identify gaps, and independently assess operational performance.
Experience in consulting, banking, fintech, or other highly analytical environments is preferred.
Strong attention to detail and a high level of ownership and accountability.
Excellent stakeholder management and communication skills, with the confidence to challenge senior stakeholders when required.

Head of Operations Governance & Performance