Operations Account Manager - BPS/BPO
Core
Lead delivery for major public sector customer accounts within a secure, highly regulated BPS/BPO environment, ensuring operational excellence and contractual outcomes.
Role type
Senior IC Operations Account Manager (BPS/BPO)
Builds
Contracted business process services for UK public sector organizations
Domain
Public Sector / Business Process Services (BPS/BPO)
Deliverable
client delivery
Required skills
Operational delivery management, stakeholder engagement, service performance management (KPIs/SLAs), operational risk management, workforce planning, budget management, continuous improvement, process optimization, commercial awareness, regulatory compliance
Preferred skills
Lean/Six Sigma certification, Prince2/MSP/PMP/Agile certification, ITIL Foundation, experience with UK Government/Public Sector, contact centre or citizen services delivery models
Technologies
None stated
Responsibilities
Lead delivery of contracted services across customer accounts; Act as primary point of contact for customer stakeholders; Drive service performance against contractual KPIs and SLAs; Manage operational risks, service issues, and escalations; Lead service reviews, governance meetings, and performance reporting; Drive continuous improvement initiatives for productivity and efficiency; Ensure effective workforce planning and resource management; Manage operational budgets and support financial performance; Support transformation initiatives; Develop and maintain service improvement plans
Seniority
Senior, hands-on IC
