Operations Excellence & Strategy Lead for Bloom & Wild overseeing supplier performance, efficiency improvements, and innovative supply chain solutions.
About the role
- Operations Manager at Capita overseeing a team to achieve service levels and performance objectives. Leading HR initiatives and managing operational risks with a focus on customer satisfaction.
Responsibilities
- Focus on business objectives and have a full understanding of the importance of achieving internal and external service levels in order to eliminate financial penalties, improve customer satisfaction and reduce customer complaints / escalations
- Supported by Capita policies and local initiatives, be responsible for HR related management and decision-making including the development of direct reports through personal accountability and effective performance management
- Be proactively responsible for staff motivation to develop and maintain a positive team ethos to minimise staff absence and attrition
- Through effective use of management information, understand the importance of quality issues, KPIs and trends and the impact it has on the TPS service to identify and deliver remedial action/improvement opportunities
- Work alongside the Clinical Governance Team to monitor quality. Coaching targets to be agreed & achieved with personal improvement plans implemented to address any development / improvement opportunities
- Actively participate in the escalation process, without being prompted, by identifying operational risks and issues which may impact on the grade of service being delivered
- Support the Head of Service Delivery in managing the impact of all internal and customer-driven change and initiatives, ensuring that system and process change is understood and that the impact on resource levels is planned.
Requirements
- Minimum 2 years’ management experience
- Experience of Service/process improvements, compliance and adherence to timelines, and project work
- Performance management experience
- Demonstrable planning, leadership, motivational and organisational skills
- Detailed knowledge, understanding and experience of the service, including relevant legislation, policies, and systems.
- Technical proficiency
- Excellent people management skills
- Ability to communicate with clarity, precision, and influence.
- Stakeholder management skills
- Ability to work in a high-pressure environment, managing detailed operational deliverables, meeting targets and business plans.
- Proven track record of building and developing teams.
- Ability to develop and deliver presentations to direct reports and stakeholders.
- Strong analytical skills – familiar with MS Office, particularly Excel/Word and PowerPoint.
Benefits
- 25 days’ holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
- 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
- Opportunities to learn new skills and develop in your career.
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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