Operations Manager

Are you a driven and adaptable leader with a passion for regulated service delivery and client success?

Capita Experience is looking for an Operations Manager to oversee the delivery of CBI-regulated services for our insurance client.

This is a hybrid role based in our Little Island office, with travel required up to 30% of the time.

Job title:

Operations Manager

Job Description:

What You’ll Be Doing

• Lead the delivery of all contracted SLAs and KPIs for regulated services.
• Manage and support customer service teams completing MCC qualifications.
• Build and maintain strong, strategic relationships with clients.
• Drive operational excellence across cross-functional teams (Operations, Technology, Reporting).
• Champion continuous improvement, digital transformation, and AI/robotics integration.
• Ensure compliance with CBI and other regulatory requirements.
Promote a strong risk culture and maintain a robust control environment.

What We’re Looking For

• MCC Qualified with 2+ years in a CF1 or CF7 controlled function.
• APA Qualified in General Insurance (CIP preferred or in progress).
• QFA/APA qualification required.
• 3+ years of management experience in the insurance industry.
• Strong leadership, client relationship, and change management skills.
• Experience in contact centre operations, forecasting, and technology.
Confident communicator with a hands-on, proactive approach.

What’s In It For You

• Competitive salary
• 22 days annual leave
• High street discounts
• Pension scheme
• Free parking
• Opportunities to grow and develop your career
• Hybrid working model based in our Little Island office

If this role sounds of interest, please click on apply and a member of the Talent Acquisition Team will be in touch to discuss your application further.

Location:

Little Island

,

Ireland

Time Type:

Full time

Contract Type:

Permanent