Job title:

Senior Operations Manager

Job Description:

What you’ll be doing:

• Lead the day to day running of the operation, ensuring that all key contractual SLA/KPIs are consistently delivered in line with the client expectation and/or Capita Work Order.

• Effective day to day operations management, driving a high-performance culture which secures consistent achievement of internal targets as a key contributor to Capita’s business plan.

• 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

• Lead operational delivery planning, implementing and managing early warning systems, proactively introducing mitigation plans where there is risk of non-delivery to expectations, routinely performing root cause analysis and introducing corrective actions where required.

• 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.

• Overall operational ownership for involvement in/contribution to/partnerships with capacity planning and resourcing.

• Routinely identify risks, capture and escalate these as necessary to include design and delivery of action plans to mitigate.

• Provide day to day management of direct reports, coaching and development to build a scalable, sustainable and profitable operation.

• Undertake performance management activity as per Capita policies.

• Input into the evaluation/assessment of the roles of the team manager and operations manager to ensure that they are working efficiently, effectively and driving best in class performance from their teams.

• Contribute to the build, development and delivery of a succession plan for all key operational roles.

• Implement the site communication and engagement strategy

• Develop and manage successful partnerships with client and internal support functions to drive efficient achievement of Capita’s business plan and facilitate future growth. Accountable for successful execution of operational strategy.

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

• 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.

• Act as a deputy in all Capita and client meetings for Capita CCM as requested.

What we’re looking for:

• Previous Senior 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.

• Previous experience leading operations teams through organisational and cultural transformation.

• Commercially aware with sound understanding of P&L management.

• 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 £60,000 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.