Job title:
Operations ManagerJob Description:
Operational Leadership & Delivery
- Partner with business unit managers, team leaders, and cross‑functional stakeholders to deliver customer services in a responsive, efficient, and scalable manner.
- Own overall operational performance, ensuring service levels, quality, productivity, cost, and customer satisfaction targets are consistently met or exceeded.
- Proactively identify operational risks and bottlenecks and implement corrective actions before service impact occurs.
Customer Experience & Issue Resolution
- Act as escalation point for elevated and complex operational and customer issues arising from daily activities.
- Drive root cause analysis for recurring issues and ensure sustainable corrective and preventive actions are implemented.
- Champion a customer‑first culture across teams while balancing operational efficiency and commercial objectives.
Process, SOPs & Continuous Improvement
- Design, implement, document, and continuously improve Standard Operating Procedures (SOPs) to ensure consistency, compliance, and scalability.
- Ensure SOPs are actively embedded, reinforced, audited, and followed across teams.
- Lead continuous improvement initiatives using data, operational insights, and frontline feedback to improve productivity, quality, and customer outcomes.
- Standardize best practices across teams and sites where applicable.
Performance Management & Governance
- Monitor operational KPIs and SLAs, ensuring clear performance tracking, trend analysis, and action plans.
- Ensure operational reporting is accurate, timely, and insightful, supporting data‑driven decision‑making at all levels.
- Establish and maintain strong operational governance routines (daily/weekly/monthly reviews, performance cadences, escalation frameworks).
People Management & Talent Development
- Hire, train, assign, direct, coach, and evaluate operational staff, including leaders, to build high‑performing, engaged teams.
- Set clear expectations, objectives, and accountability for managers and team members.
- Identify capability gaps and ensure structured training, coaching, and development plans are in place.
- Support succession planning and talent pipelines for critical operational roles.
Location:
Bulgaria - Sofia,
BulgariaTime Type:
Full timeContract Type:
PermanentSkills Required
- Experience in operations management and customer service
- Ability to lead teams and drive performance
- Strong analytical and problem-solving skills
What We Do
Capita is a leading provider of business process services, driven by data, technology and people. We are a purpose-led, responsible organisation¬. Every day our 50,000 colleagues help millions of people, by delivering innovative, digitally enabled solutions to transform and simplify the connections between government and citizens, businesses and customers. We partner with our clients and provide the insight and technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate across three divisions – Capita Public Service, Capita Experience and Capita Portfolio – in the UK, Europe, India and South Africa. Capita is quoted on the London Stock Exchange (CPI.L). Further information can be found at: http://www.capita.com
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