Executive Director, Casework Operations

The Company is seeking an Executive Director for Casework Operations, a role that is pivotal in leading the end-to-end delivery of casework to ensure timely, fair, and high-quality outcomes for customers and businesses. The successful candidate will be responsible for maintaining the organization's standards of impartiality, quality, and efficiency in alternative dispute resolution. This includes leading a large and complex operation, managing performance, productivity, and budget, and ensuring the needs of vulnerable customers are met. The role also involves leading and developing senior operational leaders, using data and insight to drive continuous improvement, and embedding regulatory reforms and new ways of working into the operational delivery. Applicants for this role at the company should have significant senior leadership experience in large-scale, complex, customer-facing operational delivery, with a proven track record of leading operational transformation and maintaining high standards of service. The ideal candidate will have outstanding operational judgment, the ability to balance various operational factors, and a strong focus on continuous improvement. They must also possess the intellectual capability and credibility to engage with complex casework and decision-making, and to lead cultural and behavioral change across professional workforces. Executive and enterprise leadership skills are essential, as is the ability to contribute to organizational strategy and work effectively across boundaries to ensure the success of the organization.