Head of Operational Analysis

We're hiring a Head of Operational Analysis to take senior ownership of charge issuance, pre-legal collections, and fault management.

This is not a pure analytics or dashboarding role.

It's an operational control position for someone who can run high-volume processes day to day, spot issues early, and improve performance using data as a tool.

Small errors in these areas can have major revenue and client impact - this role exists to prevent that.

What you'll do

• Own the end-to-end charge issuance lifecycle, including delivery against monthly targets
• Own the pre-legal collections process, ensuring accuracy, controls, and timely execution
• Lead the fault management function, driving resolution speed, root cause analysis, and performance improvement
• Monitor day-to-day operations, identify issues, and prevent repeat failures
• Translate insight into action: controls, SOPs, escalations, and measurable process changes
• Act as a senior escalation point across Operations, IT, Compliance, and Client teams
• Lead and develop in-house and offshore teams
• Drive automation and continuous improvement in high-volume environments

What we're looking for

• Proven experience owning operational processes with clear performance targets
• Strong operational control / continuous improvement mindset
• Experience in high-volume, risk-sensitive environments
• Ability to diagnose issues, identify root causes, and fix them permanently
• Strong SQL and Excel skills to self-serve analysis (Power BI helpful but not core)
• Confident leader, comfortable operating at pace and taking accountability

This is not a Power BI specialist role. We're looking for someone who can run the "factory" and improve how it runs, using data to do it.