Operations Director / Associate Operations Director (UK)
Location: Glasgow or UK-wide (Hybrid)
We have an exciting opportunity within Huntswood’s Leadership Team for our UK operations. We are hiring at both Operations Director and Associate Operations Director level, offering flexibility depending on experience and scope.
This role can be based in Glasgow or across the UK (hybrid working).
We are looking for a highly experienced BPO Operations Leader to drive operational excellence across multiple high-profile client campaigns. Experience within Financial Services (Banking and/or Insurance) is highly advantageous, particularly within regulated environments.
If you are a commercially driven, client-focused leader with a passion for delivery excellence, we want to hear from you.
The Role
Reporting to the Managing Director, you will be a key member of Huntswood’s Senior Leadership Team, responsible for shaping and delivering our UK client delivery strategy.
You will lead large-scale delivery teams, ensuring the successful execution of complex client solutions while achieving both revenue growth and cost efficiency targets.
This role combines operational leadership, commercial ownership, and senior client engagement.
Key Responsibilities
* Lead the delivery of client solutions aligned to Huntswood’s strategic objectives
* Develop and maintain senior (C-suite) client relationships, identifying opportunities for growth
* Own and deliver commercial performance across your portfolio (revenue and cost)
* Build, lead, and develop a high-performing Client Delivery function
* Act as a brand ambassador for Huntswood within the UK market
* Set and maintain standards across risk, governance, cost control, and resource utilisation
* Partner with business development and technology teams to design and deliver client solutions
* Contribute to new business opportunities, propositions, and bids
* Drive engagement, manage attrition, and optimise workforce performance
* Proactively manage service delivery risk to protect quality and reputation
* Support solution selling and deal closure activity where required
Key Performance Indicators
* Delivery of commercial targets (revenue and margin)
* Achievement of client SLAs and operational outcomes
* Effective resource utilisation (absence, attrition, adherence)
* Delivery of high quality assurance standards
* Strong stakeholder engagement and collaboration
* Enhancement of Huntswood’s market reputation and client presence
* Delivery of people development, performance, and succession plans
Skills & Experience
* Proven track record in BPO / outsourcing operations leadership
* Strong commercial acumen, including P&L ownership
* Experience operating within regulated environments
* Financial Services experience (Banking and/or Insurance) is highly advantageous
* Ability to influence and engage at Executive/C-suite level
* Excellent communication skills with the ability to simplify complexity
* Experience designing and delivering operational propositions
* Strong leadership capability with experience building high-performing teams
* Solid understanding of contact centres, complaints, and client delivery models
* Experience translating client requirements into scalable operational solutions