zilch - Director of Operational Planning & Value Realisation
Requirements
• Professional Memberships. • Learning Suite for e-courses. • Internal Training Programmes. • FCA & Regulatory training.
Responsibilities
• Commercial Stewardship • Provide executive ownership for the commercial performance of Service Operations. • Ensure operational investment decisions maximise customer outcomes alongside financial performance. • Develop robust commercial frameworks supporting operational decision making. • Partner with Finance to improve visibility of operational economics. • Ensure Service Operations contributes positively to broader business performance. • Operational Planning • Lead long-term operational planning. Develop strategies covering: • Workforce capacity • International expansion • Operational resilience • Resource allocation • Ensure Service Operations remains scalable as the business grows. • Business Analysis & Value Realisation • Lead the Business Analysis function. • Develop robust business cases supporting operational investment. • Establish consistent approaches to: • opportunity sizing • commercial modelling • investment appraisal • Lead the teams responsible for: • Workforce Management • Business Analysis • Supplier Management • Develop a culture of commercial thinking. • Embed disciplined planning and evidence-based decision making. • Build organisational capability in commercial modelling, investment appraisal and benefits realisation. • Coach leaders to understand the economic impact of operational decisions. • Success Measures • The Director will be accountable for improvements in: • Cost-to-serve • Return on operational investment • Established a single operational planning framework across workforce, supplier strategy and transformation. • Introduced a consistent benefits realisation framework across Service Operations. • Embedded commercial governance across all significant operational investment decisions. • Improved cost-to-serve whilst maintaining or improving customer outcomes. • Developed a long-term workforce strategy supporting AI adoption and international growth. • Created executive visibility of the economics of Service Operations. • Demonstrated measurable financial value from operational transformation. • Positioned Service Operations as a commercially disciplined function that consistently converts operational improvement into measurable business value.
Benefits
• Cost-to-serve optimisation • Productivity improvement • Efficient growth • Commercial governance of operational transformation • The role ensures Service Operations remains commercially efficient as customer volumes, AI capability and product complexity continue to grow. • Ensure every significant operational initiative has clearly defined success measures and measurable financial outcomes. • Track realised benefits and challenge initiatives that fail to deliver expected value. • Workforce Strategy • Lead Workforce Management. • Develop long-term workforce strategies that balance: • customer demand • AI capability • internal capability • outsourced delivery • operational resilience • Ensure workforce planning evolves beyond forecasting into strategic operational capacity planning. • Supplier Strategy • Lead Supplier Management. • Develop long-term sourcing strategies that balance: • customer outcomes • commercial performance • Ensure supplier strategy evolves alongside increasing automation and international growth. • Lead executive supplier governance. • Executive Decision Support • Provide analytical support for executive operational decision making. • Develop executive dashboards covering: • cost-to-serve • operational investment • workforce strategy • supplier performance • Support prioritisation of operational investment. • Provide evidence-based recommendations to the Operations Leadership Team. • Financial contribution of Service Operations • Operational efficiency • Forecast accuracy • Capacity utilisation • Workforce planning maturity • Operational scalability • Financial value realised from transformation • Quality of investment decisions • Readiness for international expansion • Readiness for AI-enabled operating models • Commercial sustainability of Service Operations • What does success look like • The successful candidate is likely to have experience leading commercial, planning or strategy functions within an operational environment. • Likely backgrounds include: • Director of Business Planning • Director of Commercial Operations • Director of Operational Planning • Director of Value Realisation • Head of Operational Finance • COO of a business unit • Operations Strategy leader within consulting • The individual will bring experience in: • commercial leadership • financial modelling • operational planning • supplier management • business case development • investment appraisal • executive stakeholder management • Experience supporting AI-enabled operational transformation and large-scale operational change would be advantageous. • Leadership Profile • The successful candidate will be: • Commercially astute with strong financial acumen. • Highly analytical and numerate. • Comfortable operating at executive level. • Curious, pragmatic and outcome focused. • Able to balance customer outcomes with commercial priorities. • Comfortable making complex investment recommendations. • Confident influencing without relying on hierarchy. • A strong systems thinker capable of connecting operational decisions to wider business performance. • What Success Looks Like • Pension scheme. • Death in Service scheme. • Income Protection. • Permanent employees enjoy access to our Share Options Scheme. • 5% back on in-app purchases. • £200 for WFH Setup. • Health & Wellbeing: • Private Medical Insurance including; • GP consultations (video, telephone or face-to-face). • Prescribed medication. • In-patient, day-patient and out-patient care. • Mental health support. • Optical, dental & audiological cover. • Physiotherapy. • Advanced cancer cover. • Menopause support. • Employee Assistance Programme including: • Unlimited mental health sessions. • 24/7 remote GP & physiotherapy. • 24/7 helpline for emotional & practical support. • Savings & discounts on everyday shopping. • 1:1 personalised well-being consultations. • Gym membership discounts. • Family Friendly Policies: • Enhanced maternity pay. • Enhanced paternity pay. • Enhanced adoption pay. • Enhanced shared parental leave. • Learning & Development: • Hybrid working: office-based Monday, Wednesday, and Thursday; remote working Tuesday and Friday • Casual dress code. • Workplace socials. • Healthy snacks.
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