Company Description VKY is an executive-led operating partner focused on complex, regulated customer operations, working alongside leaders who manage large-scale customer delivery. The company embeds leadership at the center of operations, combining AI-powered automation, intelligent tools, and experienced human agents to build resilient services that can withstand scrutiny. VKY’s operating model blends the efficiency of AI with the judgment, empathy, and accountability of seasoned professionals who understand regulated environments from senior-level experience. The team works closely with clients, embedded in delivery and governance, and is present in routine and high-consequence customer interactions alike. VKY is committed to shared responsibility, stepping in when issues escalate and supporting clients beyond traditional office hours.

Role Description The Head of Programme Management is a full-time, remote role based in the UK. This role leads the design, governance, and delivery of complex programmes across regulated customer operations, ensuring that initiatives are delivered on time, on budget, and to agreed quality standards.

Day-to-day responsibilities include overseeing programme planning and execution, managing risk and dependencies, and ensuring alignment between operational delivery, technology, and client expectations. The Head of Programme Management will coordinate cross-functional teams, guide senior stakeholders, and provide clear reporting and insight on performance, budget, and outcomes. The role also involves building and mentoring programme management capabilities, refining methodologies and tools, and driving continuous improvement across VKY’s portfolio of client programmes.

Qualifications

• Programme and project management skills, including experience leading complex, multi-workstream initiatives in regulated or high-risk environments.
• Strong analytical skills, with the ability to interpret data, assess performance, and make evidence-based decisions and recommendations.
• Stakeholder management capabilities, with experience engaging senior leaders, clients, and cross-functional partners to secure alignment and support.
• Budgeting and financial management skills, including forecasting, cost control, and reporting against commercial and operational targets.
• Team leadership experience, with a track record of developing high-performing teams, coaching individuals, and fostering collaboration.
• Experience in customer operations, service delivery, or contact center environments, ideally within regulated sectors such as financial services, utilities, or telecommunications.
• Familiarity with AI, automation, or digital tooling in operational contexts, and an understanding of how technology and human judgment can be combined effectively.