Head of Operations / Practice Lead

What will you do:

• Drive on-time, accurate and quality service delivery within agreed upon SLA frameworks;
• Establish and review Key Performance Indicators and ensure that these are aligned with Service Level Agreements;
• Manage budgets for all assigned processes;
• Own operational adherence to internal procedures and controls, and compliance with internal and external regulatory standards;
• Provide strategic operations planning and implementation inputs for corporate business plans;
• Develop & monitor key indicators that will help track and control process capabilities and ensure productivity enhancement;
• Develop tools & techniques to mitigate cost of bad quality;
• Recruit the appropriate resource base to deliver client processes within agreed SLAs;
• Build and optimize capacity models to handle peak volumes in a multi-site / shift scenario with a view to balance service and costs;
• Manage escalated service and contractual issues;
• Lead, implement and deliver process improvement projects.
• Liaise with the R&C/BC team for disaster recovery and business continuity planning.
• Establish a culture of continuous improvement and encourage the identification, evaluation and implementation of improvement opportunities.
• Co-ordinate with the Capita senior management team to support new bids.
• Work closely with Capita Onshore team & the transition team to achieve seamless migration of the processes; and
• Plan for and carry out infrastructure sizing in view of the business requirements and new process migrations
• Has responsibility for a business unit, a function or a large project within a business area.
• Is a cost centre manager and is solely responsible for the management of at least one client relationship.
• Has responsibility for business unit performance, including profit, sales revenue, and cost management and service level agreement targets.
• Has responsibility for evidencing that TCF is embedded in the operation to meet clients’ requirements.
• Being accountable for the efficiency targets in relevant geography and tracking performance in achieving these targets
• Working with SMEs to drive the identification of initiatives to allow contracts in geography to achieve targets by applying the new global operating model.
• Maximise the potential benefit from all levers and identify where targets can be exceeded
• Guide and support the individual contract teams to complete the requirements for each stage gate
• Ensure that cross functional initiatives are mapped into the specific geographies to support delivery teams and maximise benefits.

Required skills:

• Minimum 5+ years of proven experience as a Head of Operations, Operations Director, or similar leadership role
• Strong understanding of business management, financial management, and strategic planning
• Experience in Operational delivery, Cost & transformation initiatives, data analysis and operational efficiency
• SLA Management
• Process compliance with risk and operational standards
• Project Management and delivery
• Stakeholder Management
• Cost initiatives delivered and transformation initiatives delivered
• Excellent organizational and communication skills

What’s in it for you:

• Mental Health Helpline and Employee Assistance Program - psychological, psychotherapeutic, and coaching support for you and your family.
• An extra day off for voluntary activities close to your heart.
• 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.
• Opportunity to become one of the Internal Trainers.
• A multinational environment with strong ties to UK business culture.
• LuxMed medical healthcare and Generali group insurance.
• Multisport Plus / Classic or MultiKafeteria benefit systems.
• A positive atmosphere with excellent work-life balance (a 30-minute lunch break included in the 8-hour working day).

Pursuant To Art. 13 Par. 1 And Par. 2 Of The General Data Protection Regulation Of The 27th Of April 2016 We Hereby Inform That: The data controller of your personal data is Capita (Polska) Sp. z o.o. with its registered seat in Krakow, ul. Lubicz 23; Kraków, KRS 0000365071, REGON 142604890, NIP 5252488222.

In case of any questions or requests concerning data processing, you can contact us at: PrivacyPoland@capita.com.

Your personal information will be processed for the purpose of the recruitment process, including the assessment of qualifications, aptitudes and abilities required for the position for which you will be applying and/or future recruitment processes if you requested that by checking the relevant box below.

The legal basis for processing your personal data:

• Article 6(1)(c) of GDPR (processing is necessary to fulfil a legal obligation incumbent on the controller) and Article 6(1)(b) of GDPR (processing is necessary to take action at the request of the data subject prior to entering into a contract) to the extent indicated in labor laws (including but not limited to, the extent resulting from Article 221
• 1 of the Labor Code, such aname and surname;; date of birth; contact detailed (correspondence address); education; employment record to date
• Your consent – for processing other data provided in the CV and in the cover letter in case you voluntarily providing us with data other than we requested. , and for processing your personal data in future recruitment processes in case you agree to take part in those processes.
• Our legitimate interest (article 6(1)(f) of GDPR) – in terms of data collected during the interview as well as results of the qualification tests. We have a legitimate interest in verifying your abilities, aptitudes, legality of stay and work – we require this to assess whether you are a suitable person for the post in question.
• Your personal information will be transferred to processor outside the European Economic Area (EEA), located in United Kingdom as a part of a recruitment process and Hiring Managers located in different locations in the UK, Ireland and India. In the case of transferring personal data to the United Kingdom of Great Britain and Northern Ireland, the European Commission has decided to determine an adequate level of data protection. The transfer of personal data to India is based on the application of the Standard Contractual Clauses included in the Data Transfer Agreement (DTA), to which the Group company Capita located in India, is a signatory.Your personal data will be transferred to recipients participating in the recruitment and employment process, i.e., to companies handling the legalization of residence/ employment, medical check (Luxmed Sp. z o.o.) occupational health and safety training services (Safety Umbrella Sp. z o.o), HR (Human Resources) and payroll services (AdAc Sp. z o.o.), as well as to companies related to Capita Group. After a successful recruitment process, your data will be shared with a medical facility with which the Administrator has a contract to conduct preliminary examinations, with the facility being a separate Data Controller. Your personal data may be also disclosed to entities and authorities authorized to process such data.
• Your personal data will be stored from the day of sending your CV:
• for a period of 6 months for the processing of your personal data in the current recruitment process for which you applied,
• for a period of 12 months if you give your consent for the processing of your personal data for the purpose of future recruitment processes.
• You have the right to request access to and rectification or erasure of your personal data, restriction of processing or the right to data portability.

The right to withdraw consent at any time is not affecting the lawfulness of processing based on consent before its withdrawal.

• At any time you have the right to object to the processing of your data. In such a situation, the Controller will cease to process your data for the aforementioned purposes, unless the Controller can demonstrate that with respect to your data there are valid legitimate grounds that override your interests, rights and freedoms, or your data will be necessary for us to possibly establish, assert or defend claims.
• The provision of your personal data to the extent provided by labor law, including in particular to the extent provided by Article 221 of the Labor Code, is a statutory obligation and at the same time is necessary for you to participate in the recruitment procedure. Failure to provide data will result in your inability to participate in the recruitment procedure. Your provision of other data is voluntary.
• Your personal data will not be a subject to the automated decision-making, including profiling.

You have the right to lodge a complaint on unlawful processing of your personal data, to the supervisory authority: Data Protection Authority of the Republic of Poland (UODO, ul. Stawki 2, 00-193 Warsaw)