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Operations Director

  • Date Posted: 05 June 2022
  • UK Wide
  • Competitive, Depending on experience

About us

Rullion is a forward-thinking recruitment and workforce solutions consultancy. With a heritage that spans over 40 years, we’re committed to evolving with our clients - priding ourselves on being the trusted partner of some of the UK’s best-known brands.

At the heart of our business is our shared strategic vision; to unlock the potential in all of us, creating products, services, and experiences that make the world of work more fun and fulfilling.

Our people are key to this making this vision a reality, and our culture supports this.

  • We believe that everyone - no matter their race, gender, beliefs, or background - deserves equal opportunities and an inclusive working environment that allows them to thrive.
  • To help our talent truly flourish, we offer industry-leading training and development opportunities across all areas of our organisation.
  • We understand that to live up to our full potential we all need a healthy work/life balance as individuals, and we do our utmost to facilitate and educate our staff on the benefits of looking after their mental and physical wellbeing. This includes:
    • Offering flexible and remote working to all employees, allowing them to work wherever and whenever they need to.
    • Providing a free and confidential Employee Assistance Scheme, in partnership with Health Assured, and access to fully trained mental health first aiders within the business.
    • Regular lunchtime sessions (accessible remotely) to support health and wellbeing
  • We’re proud to be a Disability Confident Level 1 employer and a Recruitment Industry Disability Initiative (RIDI) and Employ Autism partner.

We take our role within the community seriously.

  • We support a greener world; we’ve been working in the green sector for over fifteen years and actively support objectives that protect the planet and more sustainable ways of working.
  • We’re passionate about supporting young and disadvantaged individuals and groups through the work we do in partnership with both our customers and the Prince’s Trust charity.

At Rullion we don’t ever stand still.

  • We’re a high-energy, fast-paced organisation, focused on providing amazing customer experiences for clients and candidates alike.
  • We are an innovative business where new ideas are encouraged, rewarded, and adopted.

Summary of the Role

We are now looking for an Operations Director, who will drive and deliver operational excellence across all operational teams, and enable optimal performance and an exquisite customer service and experience.

We are offering a competitive salary, depending on experience, and additional benefits include group pension scheme, up to 40 days holiday (25 days holiday plus bank holidays, an additional four "Wellbeing Days" off to use throughout the year, and closedown at Christmas), holiday purchase scheme, long service awards (including sabbaticals, weekends away, vouchers), enhanced maternity and paternity leave, employee referral scheme, flexible working, employee assistance programme. We have also recently relaunched a new reward and recognition programme, including regular prizes and monthly / quarterly awards, available to all employees who demonstrate our company values.

We are happy for this to be a fully remote role within the UK, with some occasional travel to our head office in the North West for initial training and team meetings, and client meetings as required.

Key Responsibilities

  • You will lead, motivate and develop the central candidate functions including screening and shared services.
  • You will work with the Operational Teams to map out and maintain key processes and centralise where possible to provide efficiencies and reduce the cost to serve.
  • You will be responsible for working with IT, Finance, and Operations in developing and continuously improving an operational dashboard that tracks and reports key metrics including capacity, productivity, and performance measures.
  • You will provide weekly, monthly, and quarterly reports to help drive operational efficiency and performance adherence.
  • You will work with business change to implement a robust customer feedback solution that gathers data from our customers and analyses and distils the information into internal insight reports.
  • You will work with other business functions such as Marketing, Sales and Solutions to evolve customer insight, how it is used and how it integrates with other sources of data such as HubSpot
  • You will use customer feedback and insight to develop and implement continuous improvement within operations and wider teams that supports our ambition of ‘delighting our customers’.
  • You will work with the complaints and audit teams to identify trends and implement continuous improvement plans.
  • You will manage the partnerships with all tools and solutions that support the Rullion operations, and report and track performance and value/ROI on a monthly basis.
  • You will be part of the SLT and hold the team to account for all operational aspects of Rullion’s delivery into our customers.

Results / Outcomes

  • To deliver 100% compliance within Operational Teams
  • To deliver an operational dashboard that tracks and reports all key metrics to support Rullion’s decision making
  • To work with Business Change on creating a Customer Feedback dashboard that collects all customer data; NPS, CSAT, Stay Interviews, VOC, QBR feedback, etc.
  • To work with all Operational teams to create, deliver and continuously improve SOPs (standard operating procedures) that can be built into a Rullion playbook.
  • To work with all Operational teams to standardise process and ways of working where appropriate and centralise where possible to achieve #onerullion operational excellence
  • To deliver efficiencies and reductions in ‘cost to serve’ through optimising use of central shared functions
  • To work closely with the CCO to deliver the customer delight plan

Qualifications, skills & experience

  • Your superpower is building deep & meaningful relationships with people
  • You love and take real pride in developing people and see them grow
  • You have a track record of leading and building high-performing staffing and candidate delivery teams.
  • You are passionate about customer service, relentlessly focused on exceeding their expectations
  • You are focused on improving processes and good at holding people to account
  • You are analytical with both high attention to detail and the ability to use data to drive your decision making
  • You are passionate about technology and how technology can improve the customer experience and improve operational efficiencies
  • You have a deep understanding of the UK recruitment industry including sector knowledge, competitor landscape, UK legislation and different operating models
  • You are a strong leader with the ability to empower team members and retain key people as part of the team, through an employee-centric mindset
  • You are an outstanding listener and communicator, someone who facilitates an open exchange of ideas and fosters an atmosphere of open communication
  • You are adaptable, open to change, and willing to experiment with new ways of working
  • You are a natural collaborator and take people on the journey with you to achieve great results
  • You have a sense of humour and don’t take yourself too seriously


Cultural Competencies

  • Integrity
  • Team Oriented
  • Results Focussed
  • Open & Inclusive
  • Learning mindset

Leadership Competencies

  • Emotional Intelligence
  • Delegation and Empowerment
  • Influential and Inspiational
  • Communication
  • Strategic Vision
  • Building Teams
  • Decision Making
  • Data Driven
  • Experimental

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.

Further details
  • Contract: Permanent
  • Schedule: Full Time (40 hours per week)
  • Reference: RULLION00281
Laura Hewes

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Talent Acquisition Partner

0161 233 7609

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Operations Director

Location: UK Wide

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