Job Description

Role Purpose


The Head of Client Operations is responsible for leading the optimisation and day-to-day performance of WS&Co's operational engine - ensuring we deliver consistently excellent client experiences, efficient service delivery, and a culture of continuous improvement.


It's an exciting time to join WS&Co, which is at a transformational inflection point. This role offers a unique opportunity to shape the systems, structures, and habits that enable operational consistency, scalability, and client confidence.


Working closely with the CEO, MD, and function leads, the Head of Client Operations will ensure that strategic ambitions translate into operational reality by embedding excellence into the fabric of daily execution. Key responsibilities include:


Operational Leadership

Oversee the end-to-end delivery of WS&Co's operational services, ensuring accuracy and service consistency. Implement and maintain service delivery standards, SLAs, and quality metrics, providing visibility across teams. Lead operational planning, capacity management, and workload allocation to optimise resource utilisation and balance daily demand vs. delivery. Support department leads in managing peak periods (e.g. payroll cycles, client onboarding surges) with structured resilience and escalation plans.

Process Optimisation & Efficiency

Map, simplify, and optimise operational processes, reducing duplication and manual intervention and senior leader escalation. Lead improvement initiatives to standardise processes, enhance automation, and strengthen internal controls. Partner with function leads to design and embed departmental operating models that scale with growth. Drive adoption of digital tools, trackers, and dashboards that bring visibility and accountability to operations.

Service Quality & Client Experience

Ensure operational processes consistently deliver an exceptional client and colleague experience. Oversee the client service lifecycle: onboarding; delivery; and ongoing support ensuring each touchpoint respectively meets WS&Co's quality assurance. Introduce structured client feedback loops, using data to identify improvement opportunities and celebrate excellence.

Performance & Risk Management

Introduce and maintain a robust operational governance framework, including KPIs, SLA adherence, quality assurance, and compliance monitoring. Proactively identify operational risks and design preventative and corrective measures.

Continuous Improvement & Innovation

Foster a culture of operational curiosity by empowering teams to challenge the status quo and drive ongoing improvement. Benchmark WS&Co operations against industry standards, bringing best practice and innovation into the business. Translate ideation into tangible process and service enhancements.

Skillset & Experience

Proven experience leading operations within a professional services environment. Expertise in process design, operational control, and management frameworks. Skilled in leading multi-disciplinary teams across complex workflows and high-volume environments. Strong understanding of technology-enabled and technical service delivery Expertly bridges the gap between management, front-line, process, and systems. Data-driven, analytical, and commercially astute. Exceptional communicator who can deliver through others. Accounting / Finance experience preferred but not essential

WHAT WE OFFER

Competitive salary Membership on our Employee Recognition platform, YuLife - with free perks, counselling access, and training resources Ongoing career development and study support 30 days holiday entitlement pro rata (including Bank Holidays), increasing with service Great pension scheme Fun company socials and team events Employee Assistance Programme and access to coaching Enhanced parental leave policy (subject to length of service) Birthday leave - an extra day off on or around your birthday Mental Health Half Days - encouraging self-care and work-life balance Annual Pay Reviews and Biannual Appraisals - we value your growth! Access to perks and benefits via our HR platform, Employment Hero

Company Overview

Williams, Stanley & Co is a leading accountancy firm catering to a diverse range of clients in the hospitality industry, from high street chains to family-run cafes. Our company began with a mission to provide accurate and actionable financial insights to businesses, drawing from our founders' own experiences in managing multiple rapidly growing ventures. Driven by a commitment to customer-first accounting, we've assembled a team of experienced and trusted accountants who share our vision for excellence. With a strong emphasis on collaboration and expertise, our team operates seamlessly across different locations, including the UK, US, Philippines, and Dubai.