Head of Operations
Location: Morley (Office-based)
Job Type: Full-time
Reed is recruiting on behalf of a well-established Professional Services organisation based in Morley. Our client is seeking a dynamic Head of Operations to lead and develop their growing team.
This senior leadership role is critical in driving strategic direction, operational excellence, and effective management across the Submissions, Allocations, and Recoveries functions. The successful candidate will shape operational strategy, streamline processes, and uphold the highest standards of accuracy, compliance, and service delivery—ultimately supporting continued business growth and strengthening customer confidence.
Day-to-day of the role:
Operational Leadership & Strategy
*Lead the daily operations of the Submissions, Allocations, and Recoveries teams.
*Create and maintain efficient processes to ensure fast, accurate, and high-quality claims handling.
*Develop and track KPIs, SLAs, and performance dashboards.
*Plan resources, manage workforce capacity, and support skills development.
*Promote a customer-focused culture with clear communication and proactive service.
*Drive continuous improvement to simplify processes and reduce turnaround times.
Submissions Management
*Oversee the fast and accurate submission of claims to insurers or internal platforms.
*Ensure compliance with policies, documentation standards, and regulations.
*Put controls in place to reduce errors and delays.
*Handle escalations involving complex or disputed submissions.
Allocations Oversight
*Ensure accurate allocation of payments and receipts across client accounts.
*Identify and implement improvements or automation opportunities in cash allocation workflows.
*Manage exceptions handling and reconciliation processes.
People Leadership
*Lead, mentor, and develop team members.
*Build a high-performance culture through coaching and clear expectations.
*Manage performance, training needs, and succession planning.
*Encourage collaboration, customer focus, and continuous improvement.
Stakeholder & Relationship Management
*Act as a senior point of contact for insurers, brokers, and internal teams.
*Work with Sales, Submissions, Risk, IT, and Client Services to deliver smooth end-to-end processes.
*Support cross-functional projects focused on system improvements, automation, and operational change.
Required Skills & Qualifications:
*Experience in Invoice Finance, Insurance, Accident Management, or similar claims-focused environments.
*Proven leadership experience managing multi-disciplinary operational teams.
*Demonstrable success in driving operational improvements and managing KPIs.
*Preferred experience in system transformation, workflow automation, or digitalisation projects.
Skills & Competencies:
*Inspirational leadership with the ability to coach, motivate, and develop high-performing teams.
*Expertise in workflow optimisation, risk management, and process improvement.
*Strong analytical skills with proficiency in data interpretation and KPI management.
*Excellent stakeholder management skills, capable of nurturing senior internal and external relationships.
*Confident in problem-solving and making informed operational decisions.
*Strong awareness of compliance and risk management.
*Dedicated to delivering exceptional service and operational quality.