Head of Operational Assurance

Head of Operational Assurance (37 hours per week, Permanent) Location: Contractual base in Salvus House, Durham with hybrid working opportunitie Salary Range: £70,667 plus a discretionary bonus potential of up to 12% of annual salary Job Level: B Reporting to: Director of Operations We want our people to have a great work-life balance and support flexible working in terms of a hybrid model and varying start and finish times in some teams where possible. Please discuss this further with the hiring manager during your interview. THE ROLE IN A NUTSHELL The Head of Operational Assurance is a strategic, people‑led role responsible for strengthening operational performance, consistency and resilience across the organisation. The role acts as a bridge between data, operations and change - translating complex performance, risk and insight into clear actions, scalable processes and sustainable improvements. It leads large‑scale operational change, embeds robust controls and ways of working, and drives continuous improvement through strong cross‑functional collaboration. Ultimately, the role ensures operations are compliant, efficient, well‑governed and ready to support growth, while developing teams and fostering a culture of accountability, engagement and operational excellence. You’ll be directly managing three people leaders, covering data integrity, account resolution and revenue assurance. These areas are being bought under this role to create synergy and cross working on WHAT WILL YOUR TYPICAL DAY LOOK LIKE? At a high level, the Head of Operational Assurance spends their time ensuring the organisation’s operations are performing safely, consistently and effectively, while translating insight into meaningful improvement. Oversight and insight – understanding operational performance, risk, controls and emerging issues through data, assurance and listening to the business. Leadership and governance – guiding conversations, challenging constructively, and ensuring decisions are well‑informed and aligned to risk appetite. Change and improvement – embedding better ways of working, strengthening controls, and ensuring assurance findings lead to lasting outcomes rather than reports. Influence and communication – working across operations, risk, change and leadership to turn complexity into clarity and action. Future‑proofing – anticipating risks, pressures and impacts of change to keep operations resilient and ready. WHAT DO WE NEED FROM YOU? Skills/ Experience Senior operational leadership experience within complex, large‑scale environments Strong background in operational assurance, risk, controls or governance Ability to interpret data and assurance insight to identify systemic issues and priorities Proven capability to drive and embed sustainable operational change Confident influencer who can challenge and engage executives constructively Calm, resilient leader with strong judgement, integrity and an outcomes‑focused mindset WHAT’S IN IT FOR YOU? Wealth Excellent pension scheme - we will double match your contribution, up to a maximum of 5% employee contribution and 10% from Wave Bonus potential Perkbox membership with a vast range of perks - high street savings (fashion retailers, supermarkets and restaurants), discounted cinema tickets, travel and holiday discounts and online fitness classes Income protection scheme Personal accident insurance 4x salary life assurance Free onsite parking Time off 24 days holiday rising to 26 (plus bank holidays) A day off for your birthday Half a day on Christmas Eve and New Year’s Eve The option to buy holidays 1 day paid volunteering Wellbeing Hybrid/Flexible working Healthcare cashback and treatment scheme Cycle to work scheme Annual conference and Christmas party 24/7 Employee Assistance Programme Free flu shots Family Friendly Enhanced maternity and paternity pay Enhanced shared parental and adoption leave We care about you as an employee and have a range of resources available to both you and your family Wave is proud to be an inclusive employer and actively encourage applications from all backgrounds. We will take into consideration any adjustments or individual requirements at any stage of your recruitment journey. If you require any additional support related to menopause, neurodiversity, or any other reason, please do let us know by contacting View email address on click.appcast.io. #J-18808-Ljbffr