Chief Operating Officer

About This Role

This executive leadership role involves translating corporate strategy into strong organizational performance, improved customer outcomes, and sustainable operational delivery. The Chief Operating Officer will shape and lead the company's operating model, ensuring customer-facing services, property, compliance, customer experience, digital, data, and technology work together effectively. The role carries organization-wide accountability for operational performance, customer outcomes, service quality, and regulatory compliance.

Responsibilities

• Translate corporate strategy into strong organizational performance, improved customer outcomes, and sustainable operational delivery
• Contribute directly to strategic decision-making, organizational governance, and the long-term direction of the business as an Executive Member of the bpha Board
• Shape and lead bpha’s operating model, ensuring connected and effective systems across customer-facing services, property and compliance, customer experience, digital, data, and technology
• Lead the development of bpha’s customer, asset, and property strategies
• Take ownership of the continued development of the operating model, improving integration, efficiency, and accountability across services
• Lead transformation across operations, customer services, property, compliance, digital, data, and technology
• Champion the use of data, insight, technology, and AI to improve productivity, service quality, and customer experience
• Ensure operational plans, investment, and transformation activity deliver clear and measurable business benefits
• Drive improvement in customer experience and service quality, meeting Regulator of Social Housing consumer standards and Housing Ombudsman requirements
• Strengthen operational risk management, business resilience, service assurance, and regulatory readiness
• Influence corporate decision-making, business planning, investment priorities, and organizational risk
• Act as a trusted executive partner to the Chief Executive and Board
• Lead a high-performing senior operational leadership team with broad accountability for service delivery, performance, transformation, and customer outcomes

Requirements

• Strategic, visible, and influential executive leader
• Significant experience operating within a complex, customer-focused, and regulated environment
• Strong track record of improving operational performance, leading large-scale transformation, and delivering sustainable organizational change
• Ability to combine strategic thinking with strong operational leadership
• Demonstrated ability to balance long-term direction with effective day-to-day delivery
• Commercial judgment and financial awareness