Operations Manager at Capita in Sofia, Sofia-Capital, Bulgaria

Operations Manager Location: Bulgaria - Sofia Manages the daily operation of  a customer service operation to achieve clearly defined outcomes, whilst supporting the development of their teams, creating a positive working environment, where we can delight our customers Job title: Operations Manager Job Description: Operational Leadership & Delivery Partner with business unit managers, team leaders, and cross‑functional stakeholders to deliver customer services in a responsive, efficient, and scalable manner. Own overall operational performance, ensuring service levels, quality, productivity, cost, and customer satisfaction targets are consistently met or exceeded. Proactively identify operational risks and bottlenecks and implement corrective actions before service impact occurs. Customer Experience & Issue Resolution Act as escalation point for elevated and complex operational and customer issues arising from daily activities. Drive root cause analysis for recurring issues and ensure sustainable corrective and preventive actions are implemented. Champion a customer‑first culture across teams while balancing operational efficiency and commercial objectives. Process, SOPs & Continuous Improvement Design, implement, document, and continuously improve Standard Operating Procedures (SOPs) to ensure consistency, compliance, and scalability. Ensure SOPs are actively embedded, reinforced, audited, and followed across teams. Lead continuous improvement initiatives using data, operational insights, and frontline feedback to improve productivity, quality, and customer outcomes. Standardize best practices across teams and sites where applicable. Performance Management & Governance Monitor operational KPIs and SLAs, ensuring clear performance tracking, trend analysis, and action plans. Ensure operational reporting is accurate, timely, and insightful, supporting data‑driven decision‑making at all levels. Establish and maintain strong operational governance routines (daily/weekly/monthly reviews, performance cadences, escalation frameworks). People Management & Talent Development Hire, train, assign, direct, coach, and evaluate operational staff, including leaders, to build high‑performing, engaged teams. Set clear expectations, objectives, and accountability for managers and team members. Identify capability gaps and ensure structured training, coaching, and development plans are in place. Support succession planning and talent pipelines for critical operational roles. Location: Bulgaria - Sofia , Bulgaria Time Type: Full time Contract Type: Permanent