NQA UK Head of UK Operations
Contract: Full-time, Permanent
About The Role
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.
Key Responsibilities
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.
What We’re Looking For
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.
Why Join NQA?
At NQA, we’re committed to delivering exceptional service and maintaining the highest standards of certification and customer care. As Head of UK Operations, you’ll play a critical role in shaping operational strategy, driving business performance, and ensuring clients receive value at every stage of their journey with us.
This is an exciting opportunity for an ambitious leader who thrives in a fast-paced, regulated environment and is passionate about operational excellence and customer experience.
Interested?
Apply now to join NQA and help shape the future of certification services.
👉 View the full Job Description
👉 To apply, please send your CV and cover letter to careers@nqa.com.