We're looking for an experienced Business Operations Director to take ownership of operational performance, partner ecosystems, and commercial outcomes in a fast-scaling, regulated environment.
This is a senior, high-impact role where you'll act as a key bridge between strategy and execution-ensuring operations run efficiently, partners deliver value, and the organisation scales sustainably. You'll also serve as a critical voice of the customer, shaping decisions across the business.
What You'll Be Doing
Operational Leadership
- Own and optimise day-to-day operations across service delivery and customer experience
- Translate business strategy into scalable, efficient operational processes
- Drive continuous improvement through metrics, reporting, and performance management
- Provide senior leadership with insight into operational performance, risks, and scalability
Partner & Supplier Management
- Lead and manage relationships with suppliers and customers, ensuring strong performance and value delivery
- Run structured partner reviews covering service quality, alignment, and outcomes
- Handle escalations and ensure issues are resolved effectively and transparently
- Act as the internal advocate for customer experience and feedback
Commercial & Contract Oversight
- Lead supplier contract reviews, ensuring value for money and appropriate service levels
- Challenge pricing, costs, and commercial structures to optimise spend
- Support contract negotiations and supplier optimisation initiatives
- Ensure contracts meet standards around compliance, resilience, and risk
Supplier Onboarding & Risk
- Oversee supplier onboarding and due diligence processes
- Ensure risks (financial, operational, regulatory) are identified and managed
- Work closely with compliance and risk teams to maintain strong governance
- Track onboarding outcomes and remediation actions
Cost & Performance Management
- Monitor supplier spend, forecast costs, and identify savings opportunities
- Implement KPI/SLA frameworks to track partner performance
- Oversee incident management, root cause analysis, and corrective actions
- Maintain visibility of operational risks, dependencies, and contingency plans
Cross-Functional Leadership
- Collaborate across Technology, Finance, Risk, Compliance, and Legal teams
- Ensure partner relationships align with internal policies and regulatory expectations
- Provide clear reporting to senior stakeholders on performance, risks, and costs
What We're Looking For
Essential Experience
- Proven experience in operations leadership within a complex or regulated environment
- Strong background in supplier, partner, or vendor management
- Demonstrable commercial and contract management expertise
- Understanding of risk, compliance, and operational resilience
- Experience working cross-functionally with multiple senior stakeholders
Key Skills
- Excellent stakeholder management and communication skills
- Strong analytical and problem-solving capability
- Ability to drive performance improvement and operational efficiency
- Confident managing escalations and complex partner relationships
Who You Are
- Commercially astute and focused on delivering value
- Structured, pragmatic, and accountable
- Customer-focused with strong internal credibility
- Comfortable working in a scaling, evolving organisation
- A hands-on leader who can operate both strategically and tactically
Why Join
- Play a key role in shaping and scaling business operations
- Work in a fast-paced, high-growth environment
- Influence senior decision-making and drive tangible business impact
- Collaborate with a dynamic, cross-functional leadership team
