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Lead workforce planning to ensure teams are resourced for fluctuating demand. Build forecasting, capacity and scheduling models, analyse performance and advise stakeholders. Manage planners/analysts, support recruitment and operational readiness, and drive continuous improvement across WFM processes and reporting.

Lead delivery of large-scale, multi-channel contact centre operations. Manage Team Leaders, drive KPIs/SLAs, mobilise new services, improve performance through data, stakeholder engagement, workforce planning, and continuous improvement to ensure excellent customer outcomes.

Produce daily, weekly and monthly management information, analyse operational performance (SLAs, KPIs, service levels, volumes, quality), validate data accuracy, create dashboards and reporting packs, identify trends and provide actionable insights to Operations and stakeholders to support decision-making and continuous improvement.

Assess customer interactions across channels against quality frameworks and compliance, produce reports, identify trends and risks, provide evidence-based feedback, support coaching/calibration, and contribute to service improvement and audit-ready quality records.

Manage a configuration implementation team delivering pension administration solutions. Ensure on-time, on-budget implementations; review documentation and quality standards; mentor staff; drive process improvements; liaise with programme/project managers to mitigate risks and meet project deadlines.

As a MuleSoft Architect, you will design API-led architectures, govern solution design, and support project delivery teams while ensuring adherence to integration standards and client needs.

Provide commercial support across the deal lifecycle: deal shaping, pricing review, negotiations, contract drafting and in-life contract management. Identify and manage commercial and legal risks, maintain contract records, produce contract reporting, support bids, subcontractor relationships, due diligence and client-specific management teams.

Support sales by shaping deals, negotiating and managing contracts throughout their lifecycle. Review pricing, identify commercial and legal risks, manage client contract relationships, produce contract reporting, maintain contract records, handle variations, support subcontractor relationships, and assist with due diligence and audit requests.

Deliver internal audit assignments end-to-end: plan, execute, report and escalate risks. Work with Audit Managers, Risk & Compliance, and business stakeholders to provide insight, maintain independence, coach peers, and follow Capitas audit methodology and IIA standards.

The role involves delivering training, supporting managers, and maintaining learning resources to enhance career development in the Army recruitment context.