Operations Director (ROI)

What you’ll be doing:

• Delivering against the gross margin expectation for the client / Line of business and manage cost targets
• Managing people, including engagement, retention, and performance
• SOW contract management & changes
• Agreeing forecasts, Resource planning, performance management and reporting – in budget & contract
• Jointly responsible for farming the account with the Client Partner
• Stakeholder management (both internal and external)
• Acting as single point of contact for operational matters for client stakeholders
• Be open to challenging the status quo and taking bold decisions.
• Assessing how to manage risk, ensuring compliance with corporate policies and legislations.

What we’re looking for:

• Experience within a similar role with strong operational delivery experience
• Uses a mixture of analysis and judgement to make sound decisions, even in the absence of complete information, to drive the Division’s overall vision and purpose.
• Action oriented, readily acting on challenges, without appropriate tactical planning. Identify and seize new opportunities decisively in good and bad times. Has the resolve to handle tough issues decisively.
• Demonstrates people empathy, understands how to motivate teams to bring out the best for the individuals and the clients.
• Anticipates, readily learns and adopts new technologies. Scans the environment for new technical skills, knowledge or capabilities that can benefit business or personal performance and assesses the impact on people and culture.
• Broad understanding of social and economic trends that impact industry verticals as well as regulatory environments. (e.g., financial services sector thinking and decision making) and how sector needs may be impacted
• Deep understanding of operational delivery best practice that anticipates future delivery trends and implications for the Division.
• Proven and demonstrable experience of working successfully in a collaborative matrix structure.

What’s in it for you?

• Competitive salary.
• Life Assurance
• Defined contribution pension scheme with a 5% company contribution subject to 6% employee contribution after 6 month
• Life Assurance cover, covering x2 of your salary after qualifying period
• Access to the Capita Pension Scheme
• Access to our Employee Assistance Programme
• Discounted Eye Care Vouchers, Cycle to Work Scheme, Discounts on Hotels, Tech, Fitness, High Street stores… the list goes on!
• This will be a hybrid role, including both home working and office work

About Capita Customer Solutions

Capita Customer Solutions is an established leader in the business process outsourcing market with multiple clients in both the public and private sectors.  We have a strong reputation for the reliable delivery of bespoke, high-quality and flexible solutions in the areas of: Customer Service and Sales, Credit Management, Agribusiness, Quality Assurance, Finance Processing, Multilingual.

Don’t forget, you’ll be part of a network of experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

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.

For informal enquiries, please contact: Tim Hagan, Talent Acquisition Partner at  Tim.Hagan@capita.co.uk

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.