Interim Head of Operations


*Salary to =C£50k pro rata (6 months fixed term contract)
*Role based onsite in Wigan Head Office


Formed in 2002 this Credit Union gives people across the Wigan borough an easy way to save, borrow and plan for tomorrow with an ethical and local partner. Over the last twenty years, they have expanded to serve 10,000 members in Wigan, Leigh, Chorley, South Ribble, Warrington and Skelmersdale - including more than 1100 junior members in local primary schools.


Purpose of the Role


Reporting to their Chief Executive Officer the Interim Head of Operations will provide immediate operational leadership and stability during a period of organisational change. The postholder will be responsible for day-to-day operational delivery, strengthening performance standards, and embedding consistent ways of working across all teams.


This is a hands-on, delivery-focused leadership role. The Interim Head of Operations will rapidly assess current operational practices, implement improvements, and ensure managers have the clarity, capability and tools they need to deliver high-quality, consistent services. A key part of the role is implementing a practical, organisation-wide performance management framework that drives accountability, improves consistency and supports a high-performance culture.


Key Responsibilities


Operational Leadership & Service Delivery


Provide daily oversight and direction across all operational areas, ensuring continuity, quality and effective service delivery.
Diagnose operational issues quickly and implement targeted improvements.
Maintain clear expectations, priorities and performance standards across teams.
Strengthen operational processes to ensure they are consistent, efficient and aligned to organisational needs.


Implementing a Performance Management Framework


Design and embed a practical, organisation-wide performance management framework that is proportionate, simple to use and aligned to operational goals.
Develop core components including clear and current job roles, measurable objectives, structured 1:1s and consistent performance improvement processes.
Ensure the framework supports operational delivery, is applied consistently, and provides managers with the structure required to manage performance effectively.
Drive clarity, accountability and fair decision-making across teams.


3Hands-On Support & Manager Capability


Work directly with managers and teams to model effective operational management.
Coach managers to hold structured 1:1s, set measurable objectives and address underperformance early.
Provide real-time problem solving and escalation support during challenging operational situations.
Build sustainable leadership capability across operational teams.
Change Leadership & Stabilisation


Provide calm, credible leadership during structural or operational change.
Support managers and teams to adapt to evolving expectations, processes or ways of working.
Communicate operational plans clearly, ensuring transparency and understanding.
Act as a stabilising presence to maintain organisational focus during uncertainty.


Governance, Risk & Documentation


Ensure operational and performance management activity is well documented and defensible.
Ensure decisions and actions are fit for regulatory, audit or employment scrutiny.
Identify and escalate operational risks promptly with mitigation strategies.
Provide the CEO with updates on progress, emerging issues and areas requiring intervention.


Delivery, Impact & Handover


Deliver a structured, time-bound plan of operational and performance improvements.
Embed new frameworks, processes and expectations into daily practice.
Ensure managers are capable and confident in operating consistently beyond the interim period.
Provide a clear and comprehensive handover outlining progress, risks and next steps.


Key Deliverables (By End of Contract)


A functioning performance management framework in active use.
Managers routinely holding structured 1:1s and performance discussions.
Clear linkage between organisational expectations and day-to-day behaviours.
Increased operational consistency, stability and accountability.
Improved ability among managers to address performance issues effectively.
Reduced operational risk and clearer documentation across service areas.


Person Specification


Essential


Senior leadership experience in operations, service delivery or organisational performance.
Experience implementing operational or performance management frameworks.
Strong track record of stabilising services and improving operational performance.
Confident working hands-on with managers and frontline teams.
Excellent operational judgement and problem-solving skills.
Ability to operate with pace and authority during periods of uncertainty.
Strong understanding of governance, performance management and risk control.
Pragmatic, delivery-focused and capable of achieving improvements at pace.


Desirable


Experience in regulated, member-facing or values-driven environments.
Experience working alongside CEOs, Boards or executive teams.
Background in operational turnaround or transformation programmes.