Head of Operations

Job title:

Job Description:

Responsibilities:

• 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

• 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

• Co-ordinate with the Capita senior management team to support new bids

• Plan for and carry out infrastructure sizing in view of the business requirements and new process migrations

• Has responsibility for business unit performance, including profit, sales revenue, and cost management and service level agreement targets.

Education/ Qualification: 

• 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:

• Additional medical insurance

• Employee Referral Scheme

• Friendly work atmosphere and positive environment

• A multinational environment, with strong ties to UK business culture

• 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.

​You’ll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. 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
Click ‘Apply now’ to fill out our short application form, so that we can find out more about you.
About Capita
Capita is a consulting, transformation and digital services business. Every day our colleagues help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Capita is a leading business services provider with over 55,000 employees, operating in the UK, Europe, India and South Africa.
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.

Location:

,

Time Type:

Contract Type: