Senior Operations Manager

Senior Operations Manager

Fixed Term Contract

Location: National Recruitment Centre, Solihull
Salary: £50,000 - £55,000 plus excellent benefits including company car, private medical insurance and bonus
Schedule: Full-time, 5 working days out of 7 with an expectation to be on site 3 or 4 days. Flexibility may be required to support operational matters.  

Ready to impact a better future?

As the Senior Operations Manager in our Armed Forces Recruitment Service (AFRS) team, you'll lead operational delivery within the National Recruitment Centre (NRC), ensuring services are delivered safely, efficiently and in line with customer and contractual requirements.

The National Recruitment Centre will play a vital role in supporting people throughout their journey into the UK Armed Forces. In this role, you'll help ensure candidates receive a professional, efficient and positive experience, while maintaining the high standards of service, performance and operational excellence required to deliver an important national recruitment programme.

This is an exciting opportunity to join a high-profile programme during a period of transition and growth. Working alongside colleagues, partners and stakeholders, you'll help shape future ways of working, strengthen collaboration across teams and contribute to the development of the future operating model. If you're passionate about leading people, driving improvement and making a meaningful contribution, this role offers the chance to make a lasting impact.

What you'll do as a Senior Operations Manager

• Lead day-to-day operational activity within the National Recruitment Centre, ensuring safe, efficient and compliant service delivery.
• Act as the key operational escalation point for Serco and consortium partners, resolving site-based issues and coordinating support where required.
• Provide leadership and direction to operational teams, including Team Managers and Demand Teams, ensuring high levels of performance, engagement and customer service.
• Monitor operational performance against contractual requirements, service level agreements (SLAs) and key performance indicators (KPIs), implementing improvements where necessary.
• Build strong relationships with internal and external stakeholders to support operational priorities and successful service delivery.
• Support workforce planning, capability development, governance, health and safety, continuous improvement initiatives and effective budget management.

• Travel to other Serco, client or partner locations may be required from time to time, and occasional overnight stays may be necessary to support business needs.

Does this sound like you?

• Minimum 5 years of senior operational management experience within a customer service, contact centre or operational delivery environment.
• Proven ability to lead through managers, manage multiple priorities and deliver against service, contractual and performance targets.
• Minimum A Level qualification or extensive equivalent experience in an operational management setting.
• Strong communication and stakeholder management skills, with the ability to influence, collaborate and build trusted relationships.
• Commercial awareness, including experience of operational performance management, resource efficiency and budget accountability.
• Experience of driving continuous improvement and supporting teams through change within a complex operational environment.

What we offer

• 25 days' holiday plus bank holidays (and the option to buy up to five additional leave days each year)
• Up to 6% contributory pension scheme
• A performance-based bonus scheme – discretionary
• A company car – discretionary
• Private medical insurance – discretionary
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks:

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

Let's impact a better future, together. Apply today.

A little bit about us:
At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our inclusive recruitment commitment:
We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact recruitmentuk@serco.com.

Let’s impact a better future, together. Apply today.

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