Senior Operations Manager

What you'll be doing

• Lead the day-to-day delivery of large-scale contact centre operations.

• Manage a team of Team Leaders, with responsibility for operational performance across sizeable customer service teams.

• Build strong relationships with key client stakeholders and act as a trusted operational partner.

• Drive service performance against agreed KPIs, SLAs, quality measures and customer outcomes.

• Lead service mobilisation and operational readiness activities.

• Support workforce growth, service expansion and transformation initiatives.

• Analyse operational performance data to identify trends, risks and opportunities for improvement.

• Drive employee engagement, performance management and capability development across operational teams.

• Work collaboratively with Quality, Training, Resource Planning and MI teams to deliver excellent customer outcomes.

• Champion a culture of continuous improvement, innovation and customer excellence.

What we're looking for

Essential

• Proven experience leading operations within a contact centre or customer service environment.

• Previous experience as an Operations Manager, ideally within large-scale service operations.

• Strong stakeholder management and client-facing experience.

• Experience managing multi-channel customer contact environments, including voice, email and digital channels.

• Excellent leadership skills with experience managing large operational teams through Team Leaders and other management layers.

• Strong understanding of operational performance metrics, service delivery and customer experience.

• Experience operating within high-volume, fast-changing environments.

• Ability to lead teams through periods of growth, change and transformation.

• Strong commercial awareness and decision-making capability.

Desirable

• Experience working within public sector, government, regulated or outsourced service environments.

• Experience supporting digital transformation or operational change programmes.

• Experience scaling operations to meet fluctuating demand and service requirements.

• Knowledge of mobilisation and service transition activities.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders

What’s in it for you?

• 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

• Auto-enrolment to our company 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

• You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 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.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [email protected] or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [email protected]