Operations Manager

Overview

Our client is a rapidly growing firm based across the Yorkshire region. As part of their growth they are currently recruiting for an Operations Manager. The Operations Manager is responsible for driving the company’s operational excellence across the entire, multi-functional contact centre team. They are responsible for day‑to‑day leadership, performance, and continuous improvement of the Contact Centre. The role will support creating an operating environment aligned to the company’s culture & values, maintain and drive continual improvement to service standards, quality, productivity and realise the full potential of the team, ensuring the delivery of exceptional client service while achieving client operational, financial, and people performance targets.

The role also includes direct line management for the Senior Leadership team (currently 6 members).

• Ensure delivery against key performance indicators (KPIs) and develop and maintain operational processes and procedures to drive consistency and efficiency.
• Foster a high‑performance culture focused on accountability, engagement, and customer experience.
• Support talent management, succession planning and employee development initiatives.
• Support direct reports in managing performance, attendance, and employee relation matters in line with company policies.

• Ideally 5+ years of senior leadership experience.
• Experience in changing working practices and culture.
• Experience of performance managing under‑performing personnel.
• Strong personality and not afraid of having difficult conversations with team members.
• Willingness to travel between two Yorkshire sites.

• Salary: £60,000 – £65,000 per annum + pension, 25 days annual leave, annual bonus.
• Job Type: Permanent.
• Location:
  
  United Kingdom – England – Yorkshire and the Humber – West Yorkshire – Leeds.
• Job posted:
  Friday, July 3, 2026.