Head of Operations
About the role
The Head of Operations at Intervest will be responsible for creating and leading a high-performing, commercially minded, and well-governed operation that delivers excellent customer outcomes and meets service, quality, sales, productivity, and capacity commitments. The role involves operational leadership across Customer Service, New Business, and Renewals, managing and developing Operations Managers, and acting as the operational bridge between Intervest and Staysure. Key responsibilities include KPI ownership, people leadership, relationship management, capacity and workforce planning, sales and commercial leadership, ensuring customer and regulatory standards, and driving continuous improvement. The ideal candidate will have significant senior leadership experience in contact centre or BPO environments, proven experience in omnichannel customer service and sales operations, and a strong track record of delivering KPIs through structured management and coaching. Experience in regulated environments such as insurance or financial services is desirable. Intervest is a global delivery hub based in Colombo, Sri Lanka, serving the Staysure Group and affiliated brands, and offers an inclusive and diverse workplace.
Must have
- Significant senior leadership experience in a contact centre, customer operations or BPO environment, including accountability for multiple teams and managers.
- Proven experience leading omnichannel Customer Service and sales operations, ideally covering both New Business and Renewals or another regulated, target-driven environment.
- Demonstrable record of delivering KPIs through structured performance management, coaching, root-cause analysis and disciplined operating rhythms.
- Strong knowledge of workforce and capacity management, including forecasting, scheduling, shrinkage, hours delivery, staffing plans and intraday management.
- Practical understanding of commercial and contractual delivery in a contact-centre or outsourced-services setting, including SLAs, statements of work, productive hours and change control.
- Experience managing a client or partner relationship, presenting performance clearly and building confidence with senior stakeholders.
- Experience of leading sales performance through coaching, incentives, recognition and customer-focused commercial behaviours.
- Excellent written and spoken English, with the ability to communicate clearly with Sri Lankan colleagues and UK-based stakeholders.
Nice to have
- Experience in insurance, financial services or another regulated environment is desirable; knowledge of FCA expectations and Consumer Duty would be an advantage.
- A relevant degree or professional qualification is desirable but practical leadership experience and evidence of delivery are more important.
Highlights
The position is based in Colombo, Sri Lanka. Experience in insurance, financial services, or another regulated environment is desirable. Excellent written and spoken English is required. Intervest is an equal opportunity employer committed to diversity and inclusion.
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