As the Senior Operations Manager in our dedicated team, you will work with the Head of Service, in providing an excellent customer focused service. You will have overall responsibility for the delivery of daily operational activities, including ensuring all contractual Key Performance Indicators (KPI’s) and Service Level Agreements (SLAs)are consistently delivered in line with the client expectations and/or Capita Work Order, reduction of backlogs, and progression of the Joint Pensions Improvement Plan. Taking financial accountability to support revenue generation, growth and efficiency savings.
This position significantly influences and develops functional strategy, plans resources and sets priorities that will meet business objectives and address customer requirements. Responsibilities include direct line management of Capita and Contracting employees, and working closely with internal and external stakeholders and third parties.
**Please note the deadline for applications is Thursday 27th July at midnight**
Job title:
Senior Operations Manager
Job Description:
**Please note the deadline for applications is Friday 11th August at midnight**
What you'll be doing :
Provide leadership and direction to ensure a high-quality service is provided. Hold an in-depth understanding of the service and the operational tools used, to drive consistent delivery against contractual obligations and KPIs, including management of direct reports
Ensure that the teams and Team Leaders have appropriate skills to do their jobs via coaching and development, to build a scalable and sustainable operation
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.
Deliver operational excellence and maturity, establish and disseminate best practice in delivering continuous improvement. Continually look for opportunities to improve overall processes and making best use of technology
Lead on initiatives/strategies that work across different areas of the business to ensure change is successfully implemented and achieve the right results
Build strong working relationships with key support areas (Management Information & Resource Planning, Change, Risk Assurance, 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.
Support the change team with impact assessments, testing and providing approval when required within the Change Management Process
Engage with and manage critical relationships with clients and other stakeholders. Be the front face of the business in stakeholder/client meetings and ensure the right outcomes are achieved
Take responsibility for working with IT and Change Team to make sure that change is delivered in line with expectations and is prioritised accordingly
Lead operational delivery planning, support in resolving service-related issues, 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 and implementing lessons learnt as required.
What we're looking for:
Has worked at a similar senior level
Data driven , repoting on and translating presenting to SLT using CRM and excel and PowerPoint
Forward thinking in improving processes and efficienceies
Extensive experience, knowledge and understanding of the service and customers
Strong interpersonal skills
Ability to lead and motivate large, diverse teams via subordinate teams
Experience of planning and delivering an effective performance management of people and services
Sound knowledge of relevant systems and technology solutions to improve effectiveness of service delivery
Experience of working as part of a dynamic senior leadership team
Results orientated and experience of high-volume operations
Change management/transformation experience
High standards, attention to detail and a desire to make a difference
Strong management, leadership, organization, communication, interpersonal and planning skills
Excellent verbal and written skills with the ability to write complex reports, strategies and proposals on a range of subjects
Stakeholder Management - Ability to engage clients, 3rd parties and staff in developing strategies and plans which support the delivery of a variety of services
Microsoft application knowledge, particularly Excel, Outlook and Word
Flexibility and ability to deliver in demanding and changing circumstances
Problem solving with a high degree of analytical ability towards the business which assists in the process of identifying additional business opportunities and proposing and implementing process improvements
What we hope you’ll do next:
Looking to discover more? Let your line manager know, then choose ‘Apply now’ to fill out our short application and send us your CV.
We’re an equal opportunity and Disability Confident 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 Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Location:
Blackburn
,
United Kingdom
Time Type:
Full time
Contract Type:
Permanent