Job title:

Operations Manager

Job Description:

What you’ll be doing:

• Responsibility for the delivery of engagement initiatives within their business sector across both customer & people

• Responsibility for the overall welfare of the Team Manager, Team Coach & Advisor population which fall within their structure

• Work with the relevant support areas to develop an agile learning experience which demonstrates a consistent reduction in our overall attrition, driven through your own interventions

• Using practices from Lead the Way/Change the Way, develop the Team Managers to deliver consistent powerful, effective & regular conversations

• Deliver an effective performance leadership approach which secures the desired outputs of internal & external measures

• Responsibility of Conduct/Absence/Performance issues which escalate above the accountability of a Team Manager

• Lead customer & people strategic development plans, whilst owning the liaison with the relevant internal & external stakeholders

• Demonstrate a clear passion & commitment in making Capita a great place to work for all of our current & future employees

• Develop & own engagement budget, clearly articulating the business benefits to expenditure 

• Audit & develop Team Managers to adhere to the required Company guidelines e.g. (Health and Safety)

• As a site lead, take full responsibility and be clearly accountable for all Facilities, Health & Safety and Building Incident Management for respective site.

• Drive performance to maximise revenue, minimise operational cost

• Implement the site communication and engagement strategy including incentives

• Understand the Change initiatives that are delivered by the Client in order to be able to fully assess the impact on the operation and advise the client accordingly. Contribute fully to any Impact Assessment that is required.

• Promote and drive the continuous improvement agenda in order to deliver and promote best practice for both client and Capita.

• Build strong working relationships with key support areas (Management Information & Resource Planning, Outcome Testing, Change, Risk, Business Assurance, Program Management, Project Management, Business Support, Recruitment, HR and Quality) to ensure that the operation has the appropriate level of support from and appropriate interactions with these areas in order to deliver to contractual SLAs.

• Develop in-depth understanding of the service in order to build, implement and manage support structures, mechanisms and operating procedures which drives consistent delivery against contractual targets, compliance requirements and contributions

• Operational leads in relation to key metrics (e.g. Complaints, Customer in Financial Difficulty), to develop strategies and framework to drive performance and customer satisfaction across the business.

What we’re looking for:

• Previous Operations Management experience, working in Customer Service & Collections environment within Financial Services

• Successful track record of service delivery in a large-scale in-sourced solution.

• Strong stakeholder management skills.

• Ability to perform under pressure and to work using own initiative as well as part of a team.

• Able to analyse data, problem solve and make decisions confidently.

• Able to adapt to and lead operational change implementation at short notice.

• Excellent communication, presentation (verbal & written) and interpersonal skills.

• Customer focused and able to deal with people at all levels.

• Confident user of MS Office applications.

What’s in it for you?

• A competitive basic salary of up to £45,000 DOE

• 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

• Remote working options as and when the business allows

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.

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.

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.