Senior Operations Manager

Lead large-scale operations that support vital public sector services<br/>Capita is seeking an experienced Senior Operations Manager to lead the delivery of high-profile customer contact services supporting a major public sector client.<br/><br/>This is a fantastic opportunity for a commercially minded and customer-focused operational leader who thrives in fast-paced environments and enjoys leading large, geographically dispersed teams. <br/><br/>You'll play a key role in mobilising new services, driving operational performance and ensuring exceptional customer outcomes across a complex, multi-channel operation.<br/><br/>Working closely with clients and internal stakeholders, you'll have responsibility for operational delivery, service excellence, people leadership and continuous improvement, helping to shape and grow a high-performing customer contact function.<p></p><p></p><p><b>Job title:</b></p>Senior Operations Manager<p></p><p></p><p><b>Job Description:</b></p><div><p><b><span>What</span> <span>you'll</span> <span>be</span> <span>doing</span></b></p><ul><li><p><span>Lead</span> <span>the</span> <span>day-to-day</span> <span>delivery</span> <span>of</span> <span>large-scale</span> <span>contact</span> <span>centre</span> <span>operations.</span></p></li><li><p><span>Manage</span> <span>a</span> <span>team</span> <span>of</span> <span>Team</span> <span>Leaders,</span> <span>with</span> <span>responsibility</span> <span>for</span> <span>operational</span> <span>performance</span> <span>across</span> <span>sizeable</span> <span>customer</span> <span>service</span> <span>teams.</span></p></li><li><p><span>Build</span> <span>strong</span> <span>relationships</span> <span>with</span> <span>key</span> <span>client</span> <span>stakeholders</span> <span>and</span> <span>act</span> <span>as</span> <span>a</span> <span>trusted</span> <span>operational</span> <span>partner.</span></p></li><li><p><span>Drive</span> <span>service</span> <span>performance</span> <span>against</span> <span>agreed</span> <span>KPIs,</span> <span>SLAs,</span> <span>quality</span> <span>measures</span> <span>and</span> <span>customer</span> <span>outcomes.</span></p></li><li><p><span>Lead</span> <span>service</span> <span>mobilisation</span> <span>and</span> <span>operational</span> <span>readiness</span> <span>activities.</span></p></li><li><p><span>Support</span> <span>workforce</span> <span>growth,</span> <span>service</span> <span>expansion</span> <span>and</span> <span>transformation</span> <span>initiatives.</span></p></li><li><p><span>Analyse</span> <span>operational</span> <span>performance</span> <span>data</span> <span>to</span> <span>identify</span> <span>trends,</span> <span>risks</span> <span>and</span> <span>opportunities</span> <span>for</span> <span>improvement.</span></p></li><li><p><span>Drive</span> <span>employee</span> <span>engagement,</span> <span>performance</span> <span>management</span> <span>and</span> <span>capability</span> <span>development</span> <span>across</span> <span>operational</span> <span>teams.</span></p></li><li><p><span>Work</span> <span>collaboratively</span> <span>with</span> <span>Quality,</span> <span>Training,</span> <span>Resource</span> <span>Planning</span> <span>and</span> <span>MI</span> <span>teams</span> <span>to</span> <span>deliver</span> <span>excellent</span> <span>customer</span> <span>outcomes.</span></p></li><li><p><span>Champion</span> <span>a</span> <span>culture</span> <span>of</span> <span>continuous</span> <span>improvement,</span> <span>innovation</span> <span>and</span> <span>customer</span> <span>excellence.</span><span> </span></p></li></ul><p></p><p><b><span>What</span> <span>we're</span> <span>looking</span> <span>for</span></b></p><p><b><span>Essential</span></b></p><ul><li><p><span>Proven</span> <span>experience</span> <span>leading</span> <span>operations</span> <span>within</span> <span>a</span> <span>contact</span> <span>centre</span> <span>or</span> <span>customer</span> <span>service</span> <span>environment.</span></p></li><li><p><span>Previous</span> <span>experience</span> <span>as</span> <span>an</span> <span>Operations</span> <span>Manager,</span> <span>ideally</span> <span>within</span> <span>large-scale</span> <span>service</span> <span>operations.</span></p></li><li><p><span>Strong</span> <span>stakeholder</span> <span>management</span> <span>and</span> <span>client-facing</span> <span>experience.</span></p></li><li><p><span>Experience</span> <span>managing</span> <span>multi-channel</span> <span>customer</span> <span>contact</span> <span>environments,</span> <span>including</span> <span>voice,</span> <span>email</span> <span>and</span> <span>digital</span> <span>channels.</span></p></li><li><p><span>Excellent</span> <span>leadership</span> <span>skills</span> <span>with</span> <span>experience</span> <span>managing</span> <span>large</span> <span>operational</span> <span>teams</span> <span>through</span> <span>Team</span> <span>Leaders</span> <span>a