Chief Operating Officer

Chief Operating Officer South East England | Hybrid | Permanent Alexander Lloyd Executive Search are partnering exclusively with a leading organisation to appoint an experienced Chief Operating Officer. This is a high-profile executive leadership opportunity with responsibility for a large-scale UK customer operations function. The successful candidate will lead operational strategy and performance across a complex service environment, with a strong focus on customer experience, transformation, operational excellence and commercial outcomes. Key Responsibilities:

• Develop and execute the operational strategy in line with wider business objectives.
• Lead large-scale customer operations, service delivery and high-volume contact centre functions.
• Drive significant transformation through digitalisation, automation, AI and process improvement.
• Enhance customer experience and operational performance through continuous improvement initiatives.
• Take responsibility for operational budgets, workforce planning and performance management.
• Oversee outsourced and offshore service delivery partnerships.
• Lead operational resilience, governance and risk management across the function.
• Build high-performing leadership teams and strengthen organisational capability.
• Partner with executive and board-level stakeholders to deliver strategic and commercial priorities. About You: You will be an established senior operations leader with experience operating at significant scale within a complex, regulated environment. You will bring:
• Significant experience leading large-scale customer operations and high-volume contact centre environments.
• A proven track record of delivering complex operational transformation and change.
• Strong leadership experience, including responsibility for sizeable teams and senior leadership populations.
• Demonstrable experience improving contact centre performance, customer experience, productivity and service quality.
• Commercial acumen, with responsibility for budgets, P&L and operational performance.
• Excellent stakeholder management skills, including executive and board-level engagement.
• Experience operating within an FCA-regulated environment, which is essential. This is an excellent opportunity to join a highly reputable organisation, in a highly influential executive role, shaping operational strategy and driving the next phase of transformation and growth.