Operations Manager at Capita

Job Description:

• Leadership and supervision
• Ensure delivery of Client KPIs within your team including quality, efficiency and attrition targets       
• Contribute towards the development of customer service strategies, policies and procedures.
• Develop and implement operating plans in line with customer service strategies, policies and procedures.
• Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary.
• Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas in order to achieve service level standards.
• Manage the operational relationship and SLA
• Manage performance of staff according to best practice
• Set performance standards (Key Performance Areas, Key Performance Indicators)
• Ensure performance measurement is carried out correctly and regularly
• Ensure skill and knowledge gaps are identified
• Ensure training and development plans exist and are followed
• Develop career paths
• Motivate and lead the team
• Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented. 
• Manage Customer Service activities in line with agreed performance measures and operating budgets.

Client Services

• Ensure Team Leaders performance is in line with client KPI’s
• May be required to attend client workshops to give effective feedback on  opportunities to improve customer journeys and client services offered

Quality assurance

• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark and also Customer scored CSAT metrics
• Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service and the agreed Quality Framework
• Manages ongoing performance in line with Performance Management structure

Campaigns and products

• Ensures they are kept up to date and shares regular updates on client process and changes
• Is fully aware of client process and procedures to a standard that allows them to deal with customer queries
• Is capable of handling escalated queries arising from Team Leaders

Implementation of Guidance and Policy

• Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site