Operations Manager

Company Description

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Entitlement Services Operations Manager

Wrexham, Wales, United Kingdom

37.5 hours Monday – Friday. Travel expectations: approximately one/two days per week on other sites or with partners and customers.

NEC works in partnership with the Welsh Government to administer various welfare funds to some of the most vulnerable people living in Wales. The core function is to verify and resolve grant applications against set criteria in a specific time limit whilst providing the end user with appropriate supportive advice and guidance. We help customers over the phone, online and by email.

• Reporting to the Head of Entitlement Services, responsible for administration of large‑scale services and overseeing operational delivery against forecast budget.
• Integrate into the Entitlement Services Operational Management team, working effectively with peers and sharing best practice.
• Manage all aspects of contract delivery including SLA achievement, performance, quality, and people.
• Protect the organisation against internal and external fraud, implementing governance to prevent misuse.
• Develop a strategy and roadmap to evolve the service and secure wider business development opportunities.
• Build relationships with partners and sub‑contractors, ensuring value for money.
• Manage performance targets through empowerment and coaching of direct reports.
• Produce accurate reports and statistical information relating to contractual activity and service performance.
• Present high‑quality information to external customers and internal colleagues.
• liaise with clients and stakeholders to resolve issues and maintain positive relationships.
• Work with the Senior Services Improvement Manager to identify and deliver improvements and initiatives to improve overall profitability.
• Motivate, coach, and appraise staff to achieve and maintain a valued workforce.
• Deliver monthly team talks to reinforce NEC values and build a community among the workforce.
• Represent Entitlement Services externally at appropriate meetings and events.
• Prepare high‑quality monthly business review reports.
• Contribute to the commercial success of the organisation, shaping new service offerings and organising client visits.
• Assist with staffing issues per NEC’s HR policies.

• Ensure regular face‑to‑face engagement with the team to achieve continuous success.
• Provide leadership to the Service Manager to optimise contract delivery and staff utilisation.
• Review end‑user feedback and implement appropriate processes.

• Attend training and events to develop new skills.
• Create and review development plans for all staff quarterly.
• Collaborate with Learning & Development to identify appropriate courses.
• Complete an Insights Profile session to understand behavioural preferences.

• Operational experience delivering commercial services to local government, central government, or social housing markets.
• Proven success in managing profit and loss accounts and budgets.
• Experience in account and supplier management.
• Business development achievements.
• Experience managing teams, motivating large numbers of people.
• Passionate about the mission.
• Good understanding of public sector outsourcing markets.
• Full UK driving licence.

• Team collaboration and support for organisational growth.
• Excellent communication skills.
• Ability to drive positive change.
• Integrity and accountability.
• Innovative and visionary thinking.
• Agility and quick learning.
• Microsoft Office proficiency.
• Ability under pressure, logical thinking, problem solving.
• Flexible and can influence others.
• Passionate about growing the business.
• Experience in HR.

• Private medical cover funded by NEC, with option for family.
• 25 days paid holiday (FTE), option to buy/sell.
• Life assurance cover up to 4× basic salary.
• A Group Pension Plan with contributions up to 8.5%.
• Flexible benefits suite.
• Free access to Linked In Learning (15,000 courses).

• Candidates must demonstrate a pre‑existing right to work and travel within…