Senior Operations Manager - Service Support

What you’ll be doing:

As the Senior Operations Manager – Service Support, you’ll be leading a small team overseeing a wide range of service delivery support activities, from managing client communications and reporting to supporting operational delivery and improvement plans. You’ll bring strong programme and project management experience to lead initiatives that enhance performance and client satisfaction.

• Ensuring that all service support activities are delivered within specified timeframes and budget constraints, by monitoring and managing financial performance, including budgeting, forecasting, and financial reporting.
• Implementing cost-saving initiatives without compromising service quality.
• Engaging effectively with both external and internal clients, fostering strong relationships and collaboration, acting as the primary point of contact for resolving escalated issues, ensuring timely and effective resolution.
• Holding the operation accountable for delivery against plans, ensuring that targets and objectives are met and supporting the operation with delivery against plans and continuous improvement
• Developing a deep understanding of the client's needs and expectations to deliver a consistent message across all areas, providing updates on quality, performance, and programme initiatives.
• Designing and delivering client packs and reporting to ensure a consistent message for performance across internal and external stakeholders.

What we’re looking for:

• Significant experience in service support, operations management, or a similar role.
• Proven experience in programme and project management, with a track record of delivering projects on time and within budget.
• Strong leadership and team management skills, with the ability to inspire and drive performance.
• Excellent verbal and written communication skills, with the ability to interact effectively with both internal and external stakeholders.
• Proficiency in analysing performance data and providing insights for service improvement.
• Experience in managing HR processes, including recruitment, training, and performance management.
• Ability to develop and implement strategic plans, identifying opportunities for growth and improvement.
• Strong problem-solving skills, with the ability to resolve issues and ensure high levels of client satisfaction.
• Flexibility and adaptability to changing business requirements and priorities.
• Familiarity with digital tools and platforms, including customer relationship management (CRM) systems.

About HAAS:

The Health Assessment Advisory Service (HAAS) arranges and carries out assessments for the Department for Work and Pensions (DWP) and the Department for Communities (DfC).

The purpose of the assessment is to understand how an illness or disability affects a person’s daily life. After the assessment, the DWP/DfC makes the decision as to whether the individual will receive any benefits. The Health Assessment Advisory Service is delivered on behalf of the DWP & DfC by Capita.

What’s in it for you?

• A competitive salary of up to £60,000
• 25 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 reasonableadjustments@capita.com 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 - CPScareers@capita.com