Business Ops Director

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