Director Operations - Financial Services

We are seeking an experienced and commercially driven Director of Operations to lead and oversee our Pakistan-based operations for an established UK financial services group specialising in debt solutions, including Individual Voluntary Arrangements (IVAs).

The successful candidate will have overall responsibility for a workforce of approximately 250–300 employees across sales, lead generation, customer onboarding, IVA servicing, collections and support functions.
This is a senior leadership position requiring strong commercial acumen, exceptional people management skills and a proven ability to drive business growth, improve operational performance and deliver sustainable results.

Key Responsibilities

Business Growth & Commercial Performance

• Drive new business growth, sales conversion and customer acquisition.
• Oversee sales, lead generation and onboarding functions to ensure business targets are achieved.
• Improve sales productivity, lead utilisation and operational profitability.
• Identify opportunities for sustainable business growth and performance improvement.

Operations & Performance Management

• Lead and manage large-scale operations comprising approximately 250–300 employees.
• Establish clear KPIs, performance targets and accountability frameworks.
• Drive operational efficiency, productivity and continuous improvement.
• Oversee departmental managers, ensuring effective leadership, recruitment, training and staff retention.
• Identify opportunities to enhance operations through technology, automation and AI.

IVA Servicing & Collections

• Oversee IVA servicing, collections and overall portfolio performance.
• Drive collection targets, improve payment adherence and reduce arrears.
• Develop strategies to improve customer retention and minimise avoidable IVA terminations.
• Ensure effective customer engagement and service delivery.

Financial Management & Governance

• Oversee operational budgets, staffing costs and financial performance.
• Ensure effective cost control and resource utilisation.
• Maintain high standards of compliance, quality assurance and customer outcomes.
• Ensure adherence to applicable UK regulatory requirements, Group policies and Pakistani employment legislation.
• Work closely with UK senior management, providing regular performance updates and implementing strategic initiatives.

Candidate Requirements

Essential

• Minimum 10 years of relevant management experience, including at least 5 years in senior operational leadership.
• Proven experience managing large-scale operations, ideally with 200+ employees.
• Strong background in financial services, debt solutions, sales, collections, BPO or contact centre operations.
• Demonstrated success in driving sales growth, improving conversion rates, collections performance and operational efficiency.
• Strong commercial awareness, financial management and analytical capabilities.
• Proven ability to lead multiple departments and develop high-performing management teams.
• Excellent leadership, communication and stakeholder management skills.
• Fluency in written and spoken English.