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.
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