Head of operations

Ingenico is the global leader in payment acceptance and services. We support our customers, and their customers to do more with payments. From the bustling streets of Tokyo to the quaint local shops in London, we make your everyday purchases simple and seamless. Ingenico is not just a company, we’re the invisible link that connects you with the things you love. We're not just for the big players - we aim to cater to everyone, including retail, banks, payment companies, and more! With more than 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring its large and diverse community of experts who anticipate and help share the evolution of commerce worldwide. Position Title : Head of Operations Department : Operations Location : Preston- Melbourne Reports To : County Business Leader- Pacific Role Type : Hybrid/ Work from Office Position Purpose : The Head of Operations which sits on the Senior Leadership team, is pivotal in elevating Ingenico’s day-to-day operations and ensuring that operational processes align with strategic goals to drive profitability and growth. This hands-on position requires a blend of strategic leadership, financial acumen, and operational excellence to make an impact on both internal and external teams and customers. Key Responsibilities & Duties Operational Leadership: Daily hands-on management of the 183 FTE and 7 Direct Reports in the business including - Warehousing, Call Centre, Analytics and Insights, Client Operations and Field Service Providers (3rd party provider). This role will also drive efficiency to ensure high-quality service delivery across all departments. Financial Management: Manage budgets to balance cost controls and service standards. Offer financial forecasts for strategic and long-term decision making. Customer Centric: Ensure operational processes exceed customer needs and cross collaborate with other departments to enhance satisfaction. Risk Management & Compliance: Conduct risk assessments, ensure compliance with industry regulations, and prepare for audits. Team Development: Professionally and empathetically lead and mentor Department Supervisors, ensuring alignment with goals and fostering growth within the team. Strategic Leadership: Strong experience leading teams and aligning operations with strategic objectives. Run and transform seamless operations including our call center. Operational Excellence: Proven ability to optimise processes, improve productivity, and manage performance metrics. Ability to drive performance through coaching, upskilling, and fostering a culture of accountability and collaboration. Financial Acumen: Expertise in budgeting, forecasting, and financial management for profitability. Employee Development: Strong leadership and mentorship skills, with a focus on high-performance team development. Adaptability: You are very comfortable managing change and driving continuous improvement initiatives. Innovative Mindset-Technology Integration: Familiarity with integrating new tech to streamline operations and drive business performance. Experience with transitioning from legacy IT systems and process to implementing new systems and process to transform the way we work. A passion for integrating new technologies to improve efficiency and sustainability. Experience: 10 years’ experience in a Mid/Senior Level Leadership role within a Call Centre, Large Retailer or Supermarket Environment is ideal. Proven P&L accountability and ownership is also ideal as this role will demonstrate a proactive and results-driven approach to leadership. Direct Reports : Head of Distribution and Repair Operations, Head of Business Operations, Head of Service Operations, Head of Customer Operations, Senior Business Analyst Compliance Contribute to health and safety at work by identifying, reporting and controlling hazards and promptly reporting incidents. Comply with all applicable company policies. A favorable Police Check and other background checks are required. Information Security Comply with company policies and procedures in relation to Information security and confidentiality. Avoid working in a manner that represents any unacceptable risk to information security, including non-work activities which result or could result in breach of the information security policy. Report any breach of privacy, security or confidentiality in a timely manner to protect the interests of the company. As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal opportunity employer and do not discriminate on the basis of an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. Ingenico welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We want to adapt our processes and create a safe work environment that welcomes everyone. #J-18808-Ljbffr