Business Operations Manager

Overview

In this role you will provide operational leadership for the Customer Service Centre, ensuring high-quality service delivery aligned with organisational goals. You will develop Team Leaders, drive performance and efficiency, and partner with internal and external stakeholders to identify improvements. You’ll oversee demand forecasting, continuity planning, and customer experience to keep services agile and responsive. You will lead transformation initiatives, service improvements, and project delivery, shaping how the council serves residents. This is a strategic, impact-focused position in a collaborative, mission-driven environment.

Responsibilities

• Provide operational leadership for the Customer Service Centre
• Develop and coach Team Leaders to sustain high performance
• Collaborate with internal and external stakeholders to identify improvement opportunities
• Oversee project delivery and transformation initiatives
• Manage resource planning, demand forecasting and business continuity
• Drive continuous improvement and innovative ways of working
• Monitor performance against KPIs and customer experience targets
• Ensure services remain agile and responsive to changing requirements
• Lead on risk management and resilience in service delivery
• Support cross-functional collaboration to meet organisational objectives

Key requirements

• Professional qualification or substantial experience in business operations, customer service, or contact centre environment
• Experience leading operational services with workforce planning and data-driven insights
• Track record of delivering high-performing services and meeting KPIs
• Strong leadership and people management skills
• Experience implementing continuous improvement and service transformation
• Excellent stakeholder management and influencing abilities
• Clear, confident communication with diverse audiences
• Analytical and decision-making skills using data to inform planning
• Experience leading projects from planning to delivery
• Understanding of political environments, business continuity, service resilience and risk management

• Inspirational leadership
• Stakeholder management
• Effective communication
• Data-driven decision making
• Performance management
• Demand forecasting

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