Summary of the role:
The Senior Operations Manager is responsible for leading the operational delivery of all service centre functions, ensuring the consistent achievement of service, quality, compliance and customer experience objectives across the organisation.
This role will provide strategic leadership to operational management teams, including Service Desk Performance Managers, Team Managers and other operational leaders, ensuring the effective delivery of services across smart metering, switching and other customer operations.
This role is accountable for delivering operational performance against contractual obligations, client expectations and regulatory requirements, while fostering an engaged, high-performing workforce and maintaining a strong focus on customer outcomes.
The role will also be responsible for providing strategic operational reporting, workforce planning insight and executive-level performance updates, supporting business growth, operational resilience and long-term service delivery success.
As part of your duties, you will be responsible for:
Leading and overseeing all operational functions within the service centre, ensuring the effective delivery of services, achievement of SLAs and operational excellence across all workstreams.
Providing leadership and direction to operational management teams, supporting performance management, succession planning, resource optimisation and colleague development.
Driving operational strategy and performance improvement initiatives through the effective use of data, analytics and customer insight.
Ensuring operational governance frameworks are maintained, including adherence to regulatory requirements, SEC and REC compliance obligations, cybersecurity standards and internal policies.
Building and maintaining strong relationships with client stakeholders, acting as a senior escalation point and trusted partner for operational delivery matters.
Leading workforce planning and capacity management activities to ensure operational readiness, service continuity and effective utilisation of resources.
Driving a culture of continuous improvement by identifying opportunities to enhance processes, reduce inefficiencies, improve customer outcomes and support business objectives.
Overseeing operationa...
Senior Operations Manager employer: EXL Service (UK) Ltd Careers
EXL is an exceptional employer that prioritises employee growth and well-being, offering a competitive salary package alongside unique benefits such as cashback cards and a Cycle Scheme. Our inclusive work culture fosters collaboration and continuous improvement, empowering employees to develop their skills through various professional development opportunities. Located in the UK, we are committed to diversity and creating a supportive environment where every team member can thrive and contribute to our strategic objectives.
Contact Details:
EXL Service (UK) Ltd Careers Recruitment Team
