Operations Manager

Job description

Operations Managers Wanted for Exciting Project in Manchester

Are you an experienced Operations Manager looking for a new challenge? Look no further! Capita Public Service is currently recruiting for talented individuals to join our team in the Manchester area. As part of this exciting project, you'll have the chance to make a significant impact and contribute to delivering a first-class service to our client's service users.
In this role, you will drive continuous process improvement across the wider team, identify and develop the right culture, process, and performance improvements, and ensure operational efficiencies to provide exceptional service.

We are looking for people with a proven track record in operations management in a fast-paced customer management environment, ideally someone with process optimisation or project management experience. This role is part of a high-profile team and will offer the right person great scope to play a hands on role in shaping how we deliver this service whilst also being given a wealth of opportunities for continuous personal development.

Job title:
Operations Manager

Job Description:

What you'll be doing:

• Work as part of an OM Peer group and lead your group of Team Leaders to ensure the management of day to day activities, prioritising and completing risk/impact assessments within existing processes and procedures towards achieving SLA. Deliver KPI's within agreed budgets, service levels and business targets.
• Ensure all individuals are motivated, trained and developed to meet the quality and service requirements of the contract. Monitor effectiveness of controls to ensure compliance of all team activity adapting and amending in line with future changes.
• Drive efficiencies through leveraging additional technologies, process improvement and optimisation and rigorous continuous quality reviews
• Collaborate and engage with the Quality Manager and support Quality Assessors so that all agreed quality targets are met and exceeded.
• Responsible for the recruitment, training, induction, and coaching delivery across the operation.
• Deliver cost efficiencies and increased in Customer Satisfaction by Improving NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.

What we're looking for:

• Experience of managing operational service teams across a multichannel environment
• Good people and interpersonal skills to build up effective relationships at all levels internally and externally.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Ideally experience in project management, process optimisation or quality improvement
• Ability to plan own workload to meet business requirements and service level agreements.
• Established track record of exceeding targets, KPI's SLA's, in a quality led, legislative compliant environment.
• Able to interpret MI/BI and utilise this to drive action planning.
• Evidence of well-developed leadership skills

About Capita Public Service

We provide applied digital transformation and Business Process as a Service to improve the productivity and citizen experience of public services. The division is focused around those verticals where we have particular expertise and scale: education & learning; local public services; health & welfare; defence, security & fire; justice & policing; transport and central government.

What's in it for you?

This role is at the threshold of a new project and as such offers the right people exciting opportunities to come in at the start and help us to shape the service and define what good looks like.

• A salary of £45,000 - £50,000 dependent upon experience
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• A hybrid role with 1 day per week in our Manchester Churchgate office
• The office is in a central Manchester location with access to the station and other city centre amenities
• Company matched 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
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• 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

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.

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 [email protected] 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:
Manchester
,
United Kingdom

Time Type:
Full time

Contract Type:
Permanent