• Job Description

  Req#: 10106407
  Capita Customer Solutions have an opportunity to join their team as an Operations Manager.
  
  This is a hybrid role, working between your home and our Little Island office.
  
  This role is 40 hours per week. A requirement of this role is to work on-call rotational weekends as per business requirements.
  Job title:
  Operations Manager
  Job Description:
  The role of an Operations Manager is to develop, lead and manage a team to deliver an effective and profitable operational unit on behalf of our client in line with commercial and contractual agreements, creating a positive working environment, where we can delight our customers.
  Your duties and responsibilities will include:
  • Motivating and effectively managing allocated Team Managers within the unit to ensure delivery of the unit business plan
  • Working with Resourcing and L&D to define specific recruitment and training needs
  • Executing a well-defined Communication and Engagement model to ensure all teams understand the performance of our business
  • Instilling Capita and client specific cultural values and behaviours
  • Ensuring delivery of Client KPIs including day to day service levels and quality and compliance measures
  • Identifying and highlighting further opportunities for service and process improvements
  • Achieving productivity targets including attendance and attrition
  • Being an active member of any client forums and internal sessions
  • Responsibility of Conduct/Absence/Performance issues which escalate above the accountability of a Team Manager
  • Lead customer & people strategic development plans, whilst owning the liaison with the relevant internal & external stakeholders
  • Develop, implement & communicate glide paths & strategic plans to deliver operational improvement plans
  • Own client WBR meetings for your designated areas including reporting, meeting attendance, performance communication, actions & follow up
  • Support move to a Hybrid working environment through initiatives, reporting & communication
  • Manage client expectations in line with contractual agreements
  • Understand client goals and manage these in tandem with contractual KPIs
  • Support change process to deliver on client or Capita driven changes
  • Utilise Lean Six sigma tools to deliver on efficiencies in operating processes.
  To be considered, you will have the following skills and experience:
  • Excellent leadership, people management, communication and influencing skills at a senior level
  • Ability to engage with all hierarchy levels
  • High impact presentation skills
  • Ability to demonstrate achievement of results e.g. business improvements, cost savings, people engagement & attrition reduction
  • Effective stakeholder management
  • Excellent analytical and problem solving abilities
  Information queries can be sent to CCSCareers@capita.com
  Location:
  Little Island
  ,
  Ireland
  Time Type:
  Full time
  Contract Type:
  Permanent

• About the company

  Capita is a consulting, digital services and software business, delivering innovative solutions and simplifying the links between businesses and customers, governments and citizens. We partner with clients to transform their businesses and services, taking on the complex and difficult things – so they don’t have to. As part of the fabric of UK society, we’re helping millions of people every day. Find out about what it's like to work for Capita: http://www.youtube.com/playlist?list=PL621945481482AF24&feature=plcp

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