| The Opportunity | What you’ll be doing!

This role will report into the Operations Director with accountability for service delivery, costs, compliance and the wellbeing of our people. A soft reporting line exists into the management team of the market sector who are responsible for defining client requirements and demands.
 

The role holder will manage and be responsible for a team of up to 500 people primarily providing STA services. The team will be homebased. The role is homebased but travel maybe required for client and internal meetings when requested as per the guidelines. 
 

| Purpose of Job | Key Accountabilities

• Manage end to end service operations and achievement of milestone and SLA’s.
• Interaction with and oversight of front office (Call Centre operations) colleagues in Capita’s contact centre division
• Ensures appropriate levels of resource are allocated in line with demand and operational volume and bid model. Forecasting including productivity and profitability management alongside divisional Resource Planning colleagues for seasonal peak demand (markers and customer services)
• Ensures appropriate reporting is in place to support operational and client requirements alongside divisional Management Information colleagues Management information systems and reporting
• Compliance with all health and safety policies
• Support Capita Public Services with operational led initiatives as required
• Supplier management
• Ownership of the operational inputs (requirements) and outputs (acceptance) of change activity undertaken for STA alongside management of any associated operational workstream activities, including the management of change operationally post implementation
• Champion employee engagement, focusing on improved eNPS scores, and lead on social responsibility initiatives.
• Provide effective leadership to create an environment where the team are motivated and challenged to drive continual improvement
• Oversight of the Health & Safety related systems and process in place to manage the risks associated with the operation.  Ensure these are subject to frequent review and implement improvement opportunities
• Engage positively with the teams, utilising technology and modern approaches to keep our people informed and engaged.
• Ensure personal development and succession planning is in place, and each individual is supported in their personal development
• Engage positively with the client and stakeholders to present a positive, professional impression and be able to understand the client’s aspirations for the service and convert this into operational delivery
• Work collaboratively across the business, ensuring contractual obligations are met and SLA performance exceeds business targets
• Work with our HR Operations Partner to ensure that all HR issues are managed proactively, and in line with Capita Policy
• Develop and execute an operational delivery plan which supports the objectives of the wider operation
• Always protect Capita’s reputation and commercial position

| What we’re looking for |

Applicants should possess a strong work ethic, strong problem-solving skills, a can-do attitude and flexible approach, ability to work with individuals at all levels in the organisation along with a knowledge of software support, and excellent data analysis skills.

Essential:

• High standards, attention to detail and a desire to make a difference.  
• Strong management, leadership, organization, communication and planning skills.  
• Excellent verbal and written skills and the ability to communicate with customers and staff at all levels 
• Decision making under difficult circumstances.  
• Management experience within a similar environment. 
• Initiative and effective negotiation and persuasion skills.  
• Microsoft application knowledge 
• Highly ambitious professional with a drive to succeed, who can directly and positively influence others to thrive as individual successful leaders in today’s competitive market. 
• Problem solving with a high degree of analytical ability towards the business which assists in the process of identifying additional business opportunities and proposing and implementing process improvements. 
• Positive approach to change and ability to promote new ideas/innovation. 
• Ability to deliver within a high-pressured environment whilst remaining focused on the objectives. 
• Self-driven, highly motivated, demonstrates initiative and is proactive in their approach to the business.  
• Naturally and exceptionally strong, team relationship builder.

Desirable Skills/Experience:

• Lean/Six Sigma qualification - Green Belt/ Black Belt qualification 
• Project Management Training
• Knowledge and understanding of Capita business and services policies, practices and procedures
   

| What’s in it for you? |

• A great basic salary.
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

| What we hope you’ll do next |

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.