An influential and varied role in an ambitious organisation committed to significant expansion in the next three years. The challenge is to combine the day to day management of national operation teams whilst contributing to the development of a scalable delivery model capable of meeting the challenges of rapid growth whilst maintaining quality standards.

The Company

Tenon Outsourcing, part of a £150 million turnover AIM listed accounting and business services group, is a leading provider of financial outsourcing solutions. Clients range   and a from owner-manager firms across the UK, through to global corporations. With a unique combination of locally delivered services, backed up by national and international expertise and experience, Tenon delivers high-quality, cost-effective solutions tailored to specific client needs. In addition, strong relationships with leading software vendors provide flexible technology solutions. Current turnover is £8.5m and the aim is to grow significantly in the next 3 years to become the acknowledged number one provider of financial outsourcing solutions in the mid market. This will be achieved both through regional expansion and an increase in higher value contracts delivered nationally and internationally. The task of developing effective processes, controls and delivery outputs capable of sustaining the planned growth will be fundamental to the overall success of the business.

The Role

This varied role offers the opportunity to contribute both strategically and tactically and in both cases, there is a need for a hands-on approach in tackling the challenges in the job. The main areas of overall responsibility:

• Leading and motivating the delivery teams and providing operational leadership. This will involve the management of a number of delivery units and ensuring that their Operations Managers create an environment where people feel motivated and satisfied in their work. This role will also support the sales team in bidding, planning, scoping and delivery of outsourcing contracts which will also involve responsibility for managing overseas delivery partners. In addition, the job holder will be involved in recruitment programmes to build the delivery capability of the outsourcing team
• Developing and implementing effective processes, controls and delivery outputs in conjunction with the National Head of Delivery. These will ensure consistency and quality of process, reduce client attrition and, at the same time, drive up gross margins. There is also a need to develop and deliver appropriate externally accredited "quality" standards e.g. SAS70 to assess performance, manage risk and improve delivery
• Improving client satisfaction levels both internally and externally as measured by a clear client feedback process

The Person

The fundamental requirement is for a proven track record of service delivery management, ideally in Finance and Accounting or a related Business Process environment. We are prepared to consider candidates from Operations Management in established outsourcing suppliers, Professional Services Management in accounting and ERP companies and high level Project Management involving finance and accounting implementations. They must be able to set and achieve measurable objectives and to develop and implement systems/procedures. Previous involvement in change/transformation programmes and/or implementation of risk management and quality procedures is also important. Knowledge or experience that would be advantageous includes shared services/outsourcing bureaus, a recognised quality initiative such as ISO, SAS70 or Six Sigma and involvement with overseas delivery partners. 

We are looking for positive self starters and natural organisers with high attention to detail. At the same time they should be able to see the bigger picture and to demonstrate resilience and tenacity in working towards a longer term goal. Proven people management skills are a must as is the ability to manage remote teams and influence staff and other stakeholders who do not report directly. Above all, we are looking for an individual who can demonstrate a passion for service delivery.