Overview
Are you ready to lead with purpose and drive a high‑performing operations team in a fast‑moving environment?
Responsibilities
An opportunity has arisen to join us as Head of Operations, a role that will see you providing strategic and operational leadership for SAAS’s core service delivery functions, including our contact centre, processing centre and wider operational teams. This leadership role is central to ensuring the efficient delivery of high‑volume, time critical services that support students across Scotland, ensuring they are delivered efficiently, accurately and in line with statutory and regulatory requirements.
The Head of Operations sits within the Operations Directorate and leads the areas responsible for delivering SAAS’s day‑to‑day services, including the contact centre, application processing centre and supporting operational functions. These teams manage significant annual volumes, with seasonal peaks and a high level of scrutiny from students, Ministers and stakeholders.
You will set the direction for operational performance, customer experience and continuous improvement, leading multidisciplinary teams to deliver a resilient, digitally enabled and customer‑centred service. You will translate organisational strategy into clear operational plans, working closely with colleagues across Digital, Policy, Finance, Risk and Communications to ensure delivery aligns with corporate priorities and wider Scottish Government expectations. The role carries significant responsibility for people leadership and operational risk, requiring a balance of strategic oversight and confident, hands‑on decision‑making during periods of increased demand.
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