Head of Service – Member Services & Operations

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee and manage the entire Operations and Member Services functions from start to finish.

• Establish the strategy, standards, and key performance indicators (KPIs) for both employer and member experiences.

• Lead and nurture the Operations and Member Services Managers.

• Create a high-performing, streamlined function that scales effectively.

• Design and continually enhance operational processes, controls, and workflows.

• Identify and implement automation opportunities for manual or repetitive tasks.

• Set, monitor, and report on service levels, quality, and efficiency metrics.

• Promote continuous improvement across both teams.

• Collaborate with the Head of Customer Success to ensure a seamless employer experience from onboarding to ongoing account management.

• Work alongside Product and Engineering to provide operational insights for the roadmap and proactively identify risks.

• Serve as the escalation point for intricate employer or member cases and complaints.

• Manage workforce planning and resource allocation for Operations and Member Services.

• Foster and maintain relationships with pension providers, pension funds, and other operational partners.

• Analyze service-level dashboards and address bottlenecks.

• Examine member complaints and contract-driven trends to pinpoint process enhancements that can lower call volumes or friction.

• Collaborate with Product and Engineering on self-service features aimed at reducing inbound contact volumes.

• Mentor and develop the Operations and Member Services Managers.

⛳️ Requirements

• Demonstrated experience in leading operations and customer service functions.

• Background in managing managers, with a focus on building and developing high-performance teams.

• Strong process-oriented mindset, including the ability to map, design, improve, and construct operational workflows.

• Proficiency in utilizing low-code automation tools such as Zapier, Power Automate, n8n, and Make.

• Experience with large language models (LLMs) such as Claude.

• Confidence and comfort with data to drive decision-making and prioritization.

• Exceptional stakeholder management abilities.

• Solid commercial insight, particularly how operational excellence correlates with retention, growth, and revenue generation.

• Experience in a B2B2C, employee benefits, or financial wellbeing environment is a plus.

• Familiarity with pensions or broader financial service operations is advantageous.

• Right to work in the UK is essential.

• Must not require sponsorship to work in the UK.

🏝️ Benefits

• Remote working arrangement within the UK.

• Annual home office budget of £200.

• 25 days of annual leave, increasing with tenure.

• Option to purchase up to 5 additional days off each year.

• Day off for your birthday.

• Team bonus scheme for non-commission roles.

• Pension scheme provided.

• Perkbox salary sacrifice programs, including car leasing, gym memberships, and tech purchases.

• Medical cashback scheme available.

• Enhanced parental leave policy.

• Regular team engagement opportunities, including an annual Summer Conference.