Business Operations Manager in Newcastle upon Tyne

Are you an experienced operational leader passionate about driving performance and delivering excellence in a contact centre environment? At Sopra Steria, we’re looking for a Business Operations Manager to lead and manage operations, supporting one of our major financial services clients. In this role, you’ll be responsible for overseeing multiple teams, ensuring operational efficiency, performance delivery, and outstanding customer outcomes. If you enjoy optimising processes, leading high‑performing teams, and working in a fast‑paced environment, this is an ideal opportunity to grow your career in operational leadership. This permanent role gives you the opportunity to lead operations within a Great Place to Work® Certified organisation, supported by training, coaching, and a leadership team committed to helping you succeed.

What you need to know:

• This is a permanent role, based at our Newcastle office.
• Working hours are Monday to Friday, 08:30–17:00, with flexibility options available.
• You’ll receive structured training and support to ensure you are fully prepared to lead contact centre operations and drive team performance.
• You’ll join a team where wellbeing, respect, and engagement are genuinely valued.
• Career development is encouraged, with opportunities to progress further within Sopra Steria.

What you’ll be doing:

As a Business Operations Manager, you will lead and manage operational delivery across multiple teams, ensuring efficiency, quality, and compliance. Your responsibilities will include:

• Operational leadership: Oversee day‑to‑day contact centre operations, monitor performance metrics, and ensure teams deliver on service targets and quality standards.
• Process improvement: Identify opportunities for operational and tactical improvements, implement solutions, and embed a culture of continuous improvement.
• Customer outcomes: Drive a customer‑first culture, ensuring teams resolve queries efficiently and achieve high levels of satisfaction.

What you’ll bring:

• Operational focus: Experienced in managing day‑to‑day operations, monitoring KPIs, and delivering process improvements.
• Customer focus: Committed to delivering excellent customer outcomes efficiently and consistently.
• People leadership: Skilled at coaching, motivating, and developing teams while fostering engagement and resilience.
• Problem‑solving and continuous improvement: Able to identify operational challenges, implement solutions, and drive lasting improvements.
• Compliance and governance awareness: Understands regulatory requirements, ensures adherence, and integrates risk management into decisions.

Employment Details:

Location: Newcastle Security Clearance: BPSS Salary: Competitive Benefits: 25 days annual leave, health cash plan, life assurance and pension Internal Recruiter: Chloe

Although this role is advertised as full‑time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you apply and talk to us about what might be possible.