Business Operations Manager

Sopra Steria Limited; Killingworth Village; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service management company in the UK is seeking an experienced Business Operations Manager for their Newcastle office. In this pivotal role, you will oversee operations in a contact centre environment, ensuring efficiency and exceptional customer outcomes. You will lead teams, drive performance improvements, and maintain compliance with regulatory standards. The position offers competitive salary and numerous benefits including 25 days annual leave and health plans, along with flexibility in working arrangements.

Benefits

25 days annual leave

Health cash plan

Life assurance and pension

Qualifications

• Experienced in managing day-to-day operations and delivering process improvements.
• Committed to delivering excellent customer outcomes efficiently.
• Skilled at coaching, motivating, and developing teams.

Responsibilities

• Oversee day-to-day contact centre operations and monitor performance metrics.
• Identify and implement operational improvements.
• Drive a customer-first culture and ensure high satisfaction levels.
• Lead, coach, and develop teams through structured operational rhythms.
• Ensure compliance with legal, regulatory, and internal policies.

Skills

Operational focus

Customer focus

People leadership

Problem-solving and continuous improvement

Compliance and governance awareness

Job description

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:

• Oversee day‑to‑day contact centre operations, monitor performance metrics, and ensure teams deliver on service targets and quality standards.
• Identify opportunities for operational and tactical improvements, implement solutions, and embed a culture of continuous improvement.
• Drive a customer‑first culture, ensuring teams resolve queries efficiently and achieve high levels of satisfaction.
• Lead, coach, and develop teams through structured operational rhythms, recognising successes and building a resilient, engaged workforce.
• Ensure all teams operate in line with legal, regulatory, and internal policies, supporting risk‑aware decision‑making frameworks.

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

Flexible working:

Although this role is advertised as full‑time, we support different ways of working and offer a range of flexible working arrangements. If you need to work flexibly, please discuss your options with us.