Head of Operations

£70000 - £80000/annum
21 Jul 2017
20 Aug 2017
Contract Type
Full Time
Job Title - Head of Operations

Location - North West with some travel

About the role:

To lead the operational performance on a number of client assignments, ensuring achievement of all contractual SLA's through the coaching and development of the Operations management team. To ensure adherence to policy, process and Capita's risk framework. To introduce and maintain industry best practice whilst effectively managing a wide range of internal and external stakeholders. To provide operational support to business development opportunities.To deliver the Business Plan and maximise the potential of future business opportunities for Capita.

About Capita | Remediation Services

Remediation Services is part of Private Sector Partnerships, a division of Capita plc, the UK's leading provider of business process management and integrated professional support solutions. We are a leading player within the remediation market, having worked on every major regulatory review since 1998. We help our clients within regulated sectors with the remediation challenges that they are required to address.

You will:

* Lead the successful delivery of operational performance, setting clear targets for quality, unit times, financial budgets and process innovation and deliver to those targets.
* Understand all contractual requirements and be able to provide the operational input for drafting contracts and service schedules covering operational targets, objectives and key business priorities in a commercial way.
* Ensure revenue targets are delivered as detailed in the business plan.
* Develop and implement operational strategies and methodologies for managing performance to ensure daily, weekly and longer term KPIs are clearly communicated, understood and successfully delivered.
* As a member of the multi client Senior Management Team (SMT) and senior manager in Remediation Services contribute to the design and delivery of strategic initiatives and challenging and supporting of other team colleagues as required.
* Represent Capita directly with the client; building strong relationships and ensuring actions are met and Capita's skills and expertise are communicated and deployed where required.
* Contribute to the build and development of the resourcing strategy to ensure the right resources, with the right skill are available at the right time.
* Create a culture that adopts the client's and Capita's core values, identify and implement behaviours to improve performance.
* Drive operational efficiencies through continuous evaluation of the roles and processes in place- presenting to the client and Capita opportunities for continuous improvement and improved fair customer outcomes.
* Build a high performing Operations management team through leadership, coaching and other development activities. Ensure that all colleagues have agreed career development plans, scheduled 121's and annual appraisals carried out to a high standard.
* Lead the build, development and delivery of a succession plan for all key operational roles.
* Instil a culture of continuous improvement and learning.
* Identify, manage and mitigate business risks associated with the operation.
* Oversee the monthly billing and payment of those invoices.
* Ensure that all operational procedures and processes are fully documented and adhered to

Your skills and experience will include:

* Previous experience of managing complex operations - 5 years+, ideally in outsourcing with an understanding of the Financial Services Industry.
* Ability to perform under pressure and to work using own initiative as well as part of a team.
* Proven relationship management skills at all levels.
* Commercially astute.
* Able to adapt to change at short notice, dealing with uncertainty and ambiguity, and manage complex change.
* Excellent communication (verbal & written).
* Comprehensive experience of performance management including personal development plans, appraisals, mentoring and coaching.
* Able to analyse data, problem solve and make decisions confidently.
* Able to engage and build trust with people at all levels.
* Ability to demonstrate enthusiasm and a driving passion for delivering excellent customer service and consistently exceed client's expectations.
* Flexibility to work at different locations as client requirements demand.

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. You will receive 23 day's holiday pro-rata (rising to 27 days) and a company pension scheme along with life assurance and access to voluntary benefit options including; child care vouchers, share ownership plan, additional private healthcare insurance, holiday buy/sell and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check