Head of Client Operations

We are seeking an experienced and strategic Head of Client Operations to lead and enhance our end-to-end client service delivery. This role will oversee the sales, contract onboarding process, service delivery teams, client support, and operational processes that impact customer satisfaction and retention. You will be a key driver in aligning our operational capabilities with business goals, ensuring scalable, efficient, and client-centric service. This role will involve extensive travel across UK and Europe to other AVK offices and Client sites.

Key Responsibilities:

• Operational Leadership: Lead and manage the Client Operations team, including sales, client onboarding, account management operations and scheduling functions.

• Client Onboarding & Delivery: Oversee the client onboarding process, ensuring seamless transitions from sales to service. Continuously optimise onboarding workflows for speed, consistency, and satisfaction.

• Process Optimisation: Design and implement operational processes, policies, and standards to improve client experience, reduce churn, and ensure service-level compliance.

• Cross-functional Collaboration: Partner closely with wider AVK stakeholders to ensure alignment on client needs, service expectations, and business priorities.

• Client Satisfaction & Retention: Monitor and improve client satisfaction metrics, identify pain points, and work cross-functionally to drive retention strategies and value based propositions.

• Data-Driven Decisions: Analyse operational data and performance metrics to drive continuous improvement and make informed strategic decisions.

• Team Development: Build and lead a high-performing team, fostering a culture of accountability, continuous improvement, and customer-centricity