Head of Operations

Location: Kent

Location: Kings Hill, Kent
Reporting To: Managing Director



SearchFlow is the market leader in conveyancing search solutions. Their comprehensive range of searches, surveys, identity checks and conveyancing solutions are designed to help law firms and conveyancing practices streamline the conveyancing process. They have over 25 years’experience and deliver more than 1 million searches every year for over 2,500 legal clients in England and Wales.

SearchFlow is a DMGT business and part of a portfolio of innovative property data businesses including Landmark, Argyll Environmental, Millar & Bryce and Ochresoft.

Description of the role:

The Head of Operations is a pivotal role on the Senior Leadership Team. This role will be responsible for delivering the end to end customer journey and ensuring constant, ongoing operational excellence. The Customer Services, Booking & Scheduling and Field Searcher teams will report directly into the Head of Operations and provide seamless processing and organisation of all our product workflows.

The Head of Operations will be responsible for transforming the Search Flow operating model to deliver:

1. Efficient and effective services designed to ensure maximum customer satisfaction
2. Constant improvement of all operating procedures to generate maximise productivity
3. Best-in-class customer experience based on a culture of sharing ideas and best practice

Primary responsibilities of the role:

• To lead the key operational teams to deliver an excellent customer experience
• To manage personnel and resource levels to ensure best possible service delivery
• To motivate, grow and support operational leaders, to manage operational teams to enable continuity of service in the event of resource gaps, and to create effective succession planning for all roles
• To review and share best practice across the department and constantly embrace opportunities to refine and improve all operational procedures
• To contribute to the Senior Leadership Team (SLT) in support of the overall direction and strategy of the Search Flow business, and to be the voice of the operations department on the SLT
• To highlight operational challenges and make recommendations to resolve them, to communicate process improvements and to influence best practice across the wider business
• To build a scalable resource plan that is agile enough to meet the changing needs of the customer and the suppliers in a fast evolving marketplace
• To build visibility into the operational processes, to ensure capacity and capability issues are clearly identified to the appropriate stakeholders e.g. proactive reporting, dashboards etc.
• To consistently review the customer journey, build strategic plans aligned with other departments and ensure that these are actioned and optimised
• Monitor and review the departments operating model to ensure fiscal effectiveness and scalability, to manage the budget and resources of the operations department to deliver value for money
• Ensure quality and training standards are set at the highest possible levels, implement a review process to ensure these are achieved, constantly monitor the outcomes
• To liaise with other SLT members, communicate operational requirements to the heads of product, sales and technology, and to manage and anticipate the changing needs of the business and the customer

Key stakeholders:

• Internal: Sales Director, Head of Product, Head of Finance, National Sales Manager, Managing Director, Talent Acquisition Team, Marketing Team
• External: Clients, wider Landmark Information Group colleagues

Essential skills:

• 5+ years’ experience leading and managing a large, complex and dispersed operational department, including customer services and field based representatives
• Expertise in business process improvement with proven experience at implementing change programs that produce effective departmental performance
• Experienced at managing customer service teams, and designing, implementing and improving customer experience strategies
• Proven ability at forecasting and resource planning using data to support recommendations and strategy, strong analytical abilities with an eye for themes and trends from big data sets
• Strong leadership experience within a matrix environment
• Full UK driving licence (there is a large field based team that may require some travel)
• Ability to challenge and debate as part of a senior leadership team, confidence to make recommendations and compromise where appropriate
• Strong interpersonal, facilitation and presentation skills with proven ability to influence and gain commitment at all levels
• Ability to work flexibly and under pressure to meet deadlines and targets
• Strong understanding of commercial pressures with experience managing and contributing to large budgets and wider P&L discussions
• Excel skills to a good level (including data manipulation tools eg, VLOOKUP, Pivot Tables etc)

Additional skills:

• Exposure to /experience of SalesForce as a CRM tool
• Property industry experience or experience within a similar regulated environment valuable

Desirable behaviours:

• Highly motivated, enthusiastic and an excellent communicator
• Strong team player, committed to the objectives of the team
• Excellent attention to detail
• Strong problem solving skills with the desire to provide excellent service
• Ability to multi-task and shift priorities at short notice
• Have the confidence to effectively communicate the corporate message and the ability to overcome any negativity or objections that may be encountered at all levels of the business

This job is closed but feel free to submit your details and CV for our records.