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.
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 Sex 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