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Senior Operations Manager

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NEC Software Solutions

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Location:
United Kingdom , Hartlepool

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Category:

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

We are seeking a highly skilled and motivated Senior Operations Manager to lead our entitlement services division. This role will be responsible for overseeing multiple Operations Managers across a number of service areas that deliver vital entitlement services to the public on behalf of both local and central government organisations. The postholder will play a pivotal role in ensuring exceptional service delivery, driving operational excellence, maintaining compliance, and fostering a culture where employees feel valued, supported, and inspired to deliver their best work.

Job Responsibility:

  • Provide strong leadership to Operations Managers, setting clear expectations and holding accountability for performance and service delivery
  • Build a high-performing, motivated workforce by creating a positive, supportive, and inclusive team culture
  • Ensure high levels of staff engagement, retention, and productivity across all divisions
  • Oversee day-to-day delivery of entitlement services, ensuring high utilisation of resources and consistent achievement of service level agreements (SLAs)
  • Monitor and drive operational efficiency, process improvement, and standardisation across service lines
  • Anticipate operational challenges and develop proactive solutions to mitigate risks
  • Act as a senior point of contact for client organisations, building trusted relationships with local and central government partners
  • Ensure client requirements are understood, interpreted, and consistently delivered to a high standard
  • Provide clear communication and reporting to both internal stakeholders and external partners
  • Ensure strict adherence to compliance requirements, contractual obligations, and regulatory frameworks
  • Drive continuous improvement in service quality through monitoring, audits, and corrective action plans
  • Maintain a culture of accountability and transparency, embedding quality as a core value
  • Contribute to the shaping of operational strategy in line with organisational goals
  • Support transformation projects and new service implementations
  • Provide insights and recommendations to senior leadership on performance trends and opportunities

Requirements:

  • Proven experience in a senior operational leadership role, ideally within government services, public sector contracts, or similar regulated environments
  • Strong track record of managing managers and large, diverse teams
  • Demonstrable experience in client relationship management, particularly with government or public sector partners
  • In-depth understanding of quality management, compliance frameworks, and operational performance metrics
  • Excellent communication, negotiation, and influencing skills
  • Strong problem-solving and decision-making capability with a focus on outcomes
  • A collaborative leadership style, with the ability to inspire and engage teams
  • Candidates must be able to demonstrate a pre-existing right to work and travel within the UK
What we offer:
  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
  • 25 days paid holiday with the option to buy/ sell
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A fantastic selection of flexible benefits to suit your individual needs
  • Invaluable employee assistance programme
  • All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects

Additional Information:

Job Posted:
December 10, 2025

Employment Type:
Fulltime
Job Link Share:

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