Senior Operations Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Provide leadership and oversight to a maximum of 10 teams of Functional Specialists.

• Assist the Head of Operations and the broader leadership team in delivering a streamlined end-to-end service.

• Manage a distributed healthcare team serving the DWP claimant community in the Midlands and Wales regions.

• Ensure that contractual targets and performance metrics are achieved or surpassed.

• Oversee budgets, financial objectives, and adherence to the business plan.

• Cultivate and sustain relationships with clients, partners, and internal teams.

• Serve as the subject matter expert and primary lead for Enhancements Project initiatives.

• Formulate and execute recovery strategies for performance deficiencies or operational challenges.

• Identify, evaluate, and manage business risks and ensure regulatory compliance.

• Lead the people agenda, encompassing recruitment, training, talent management, employee engagement, performance enhancement, and succession planning.

• Promote innovation, continuous improvement, and operational excellence.

• Ensure compliance with health and safety regulations.

• Adhere to government policies and procedures as per PIPAG.

• Make operational decisions while providing leadership and direction.

• Track and enhance client and employee Net Promoter Scores.

⛳️ Requirements

• At least 10 years of experience in operations management.

• A minimum of 5 years in a senior operational position.

• Proven experience in managing large teams and handling complex projects.

• Demonstrated capability to lead teams, enhance performance, and meet strategic goals.

• Experience in project and change management, ensuring timely delivery within scope and budget.

• Strong financial management abilities, including budgeting, financial performance analysis, and business planning.

• Skills in stakeholder management and relationship building.

• Experience in identifying, assessing, and managing business risks.

• A track record of fostering innovation and continuous improvement.

• Knowledge of health and safety standards and practices.

• Outstanding verbal and written communication skills.

• Strong decision-making capabilities in operational contexts.

• Experience in monitoring and improving client and employee NPS.

• Problem-solving skills with a focus on client satisfaction and contract fulfillment.

• Flexibility and adaptability to changes in the customer service environment.

• Familiarity with digital tools and platforms.

• A comprehensive understanding of the Personal Independence Payment assessment process along with relevant government policies and procedures, including PIPAG, is desirable.

🏝️ Benefits

• A competitive base salary of £65,000.

• 25 days of holiday (increasing to 27) with the option to purchase additional leave.

• A paid day off for volunteering with charity partners or a cause of your choice.

• Automatic enrollment in the company pension scheme.

• Life assurance coverage.

• Cycle2work scheme.

• 15 weeks of fully paid maternity, adoption, and shared parental leave.

• Two weeks of paid paternity leave.

• Optional benefits including discounts on retail, leisure, health and wellness, travel, and technology.

• Access to Employee Network Groups.

• Opportunities for career development, learning new skills, and support to advance your career.