Head of UK Operations

Job Summary

We are looking for an experienced and dynamic Head of UK Operations to join NQA’s leadership team. Reporting directly to the Global Operations Director, this pivotal role is responsible for ensuring the successful delivery of NQA UK’s operational objectives, including audit day delivery, auditor utilisation, technical decision-making, regulatory compliance, operational efficiency, client experience, and overall business performance. This is a leadership position where you will manage and inspire a team to deliver excellence in customer experience and operational results, while also representing NQA at industry level. NQA provides accredited certification, training and support services to help customers improve processes, performance and products and services. We have issued over 50,000 certificates to clients in over 90 countries resulting in a yearly revenue of around 100 million Euro. NQA was acquired by Kiwa in 2024, a global leader in the Testing, Inspecting and Certification (TIC) sector, based in the Netherlands.

About the role

Strategic & Operational Leadership

• Work with the Global Operations Director to develop and implement operational strategy in line with accreditation and organisational objectives.
• Ensure industry, accreditation, and customer requirements are addressed through proactive strategy and process management.
• Collaborate with Technical, Operations, and Business teams to achieve local strategic objectives.
• Represent NQA at client, industry, and technical events, meetings, and committees.

Team Leadership & Development

• Lead and manage the UK Operations Team, including Client Management, Scheduling, Technical Review, and Decision Making.
• Build an effective, motivated team with strong skills development and collaborative working.
• Manage the health, safety, and wellbeing of staff within the Operations team.

Customer Experience

• Embed a culture of customer focus, operational excellence, and continual improvement.
• Ensure processes deliver exceptional client experiences and value-added services.
• Support the Commercial Director in identifying and developing commercial opportunities.

Operational Excellence

• Oversee day-to-day operational processes, resolving throughput constraints and roadblocks.
• Ensure compliance with certification and regulatory requirements (e.g., ISO 17021, GDPR).
• Drive operational efficiency while balancing utilisation, customer value, and accreditation integrity.
• Monitor performance through KPIs and provide systematic reporting to leadership.

General Responsibilities

• Collaborate with the Field Director on forecasting to anticipate resource challenges.
• Ensure CPD, training, and development programmes are maintained across operational teams.
• Partner with the Commercial Director to effectively onboard and transition new business clients.
• Act as a key contributor within the Senior Leadership Team.

Do you have what it takes?

Essential Skills & Experience

• Bachelor’s degree or equivalent experience.
• Proven experience in strategic planning and implementation at a leadership level.
• Strong track record in operations leadership within a high-volume service environment.
• Experience working in a regulated environment, ideally certification or technical industries.
• Senior management experience with direct team leadership responsibilities.
• Strong IT skills including MS Office and ERP systems.
• Full, clean driving licence.

Desirable Skills & Experience

• Understanding of accreditation and national/international quality infrastructure.
• Experience in management systems certification or regulated industry customer management.
• Ability to build strong internal, external, and international relationships.

What can you expect from us in return?

• Competitive Salary - salary details on request
• Company Car or Monthly Car Allowance
• Generous Annual Leave – Starting at 25 days plus Bank Holidays, increased entitlement with length of service
• 35 hours per week - Monday to Friday, hybrid working (3 days in the office per week) with national and occassional international travel 
• Private Medical Insurance
• Enhanced Family Leave – Enhanced maternity, adoption, and shared parental leave with 6 months full pay, plus 3 weeks full pay for paternity leave
• Long service rewards
• Salary Reviews
• Enhanced Pension Contributions
• Life Assurance – 4x your annual salary
• Cycle Loan Scheme
• Electric Power Point Loan
• Free eye tests and contribution towards glasses
• Welcome Pack – Filled with company-branded goodies to kickstart your journey with us

At Kiwa, we deliver results driven by our core values: Ambitious, Reliable, and Engaged the principles that guide how we work with colleagues, customers, and everyone we encounter. We are committed to fostering personal development, encouraging you to be ambitious, explore new ideas, and contribute to making the world a safer, more sustainable place. Here, you’ll thrive in a dynamic environment with ample opportunities for growth and self-development.

As an equal opportunity employer, Kiwa celebrates diversity and is dedicated to building an inclusive, supportive workplace. We embrace flexibility in hiring talented individuals from all backgrounds globally, ensuring a work environment free from prejudice, discrimination, and intimidation. Inclusivity and equality are core to who we are, and we uphold these values without exception.

If you have any questions about this role and would like to speak a member of the Talent Team, please e-mail us at uk.careers@kiwa.com.