Operations Manager

Main Duties/Responsibilities:

• Effectively manage and deliver to all service levels and performance criteria for the contract
• Develop and maintain a professional and communicative relationship with the Clients, know the Clients’ business.
• Engage with clients to plan and implement the strategic vision and to help grow the business.
• Develop and adhere to a suitable engagement/governance strategy with the client.
• Own the client relationship
• Manage escalation procedures in line with agreed process, be the face of Capita.
• Grow and develop staff, performance manage appropriately. Develop a people succession planning framework.
• Adhere to all L&D and HR processes
• Deliver all reports and requirements in a timely and accurate manner.
• Own, drive and achieve profitability and financial / commercial awareness.
• Analyse performance and deliver continuous improvement to maximise the efficiency of the operation.
• Be innovative, share ideas and drive improvement in Process, People and Technology.
• Drive and share best practice internally and externally.

This list is non-exhaustive and duties may change to reflect the changing needs of the business.

Experience and attributes required:

• Extensive knowledge and experience of working within an outsourced operation.
• Experience working with construction environments, desirable
• Minimum of 4 years previous experience at Management level, excellent leadership & people management skills.
• Expertise and familiarity with Call Centre Operations (Inbound and Outbound) including forecasting, process and technologies.
• Client facing/relationship management skills.
• Flexible, resilient and receptive to change with the ability to manage changing priorities.
• Must have proven success demonstrating leadership, client services, problem-solving, decision-making, and multitasking skills.
• Highly organized with a systematic approach to work and excellent attention to detail.
• Able to analyse, summarize and present complex data to management.
• Excellent presentation skills.
• Ability to cope with ambiguity and change and maintain high level of professionalism when working under pressure.
• As expected for a management level position, flexibility around the needs of the business as required.
• Excellent interpersonal and relationship management skills within a multi-cultural business environment.

What we hope you’ll do next: 

• Choose apply now to fill out our short application and attach your CV
• If your experience and skills are a match, we will contact you to discuss the role further

We’re truly committed to building a diverse and representative workforce and as part of our strategic plans we are aiming to accelerate gender and ethnic representation in leadership. As such we would particularly welcome applications from people who are female and

We’re an equal opportunity and Disability Confide

/or are from Black, Asian and other ethnic minority backgrounds.nt employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. 

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work

For more information about equal opportunities and process adjustments, please visit the Capita Careers website.