JOB DESCRIPTION
Are you an experienced operational leader passionate about driving performance and delivering excellence in a contact centre environment?
At Sopra Steria, we’re looking for a Business Operations Manager to lead and manage operations, supporting one of our major financial services clients. In this role, you’ll be responsible for overseeing multiple teams, ensuring operational efficiency, performance delivery, and outstanding customer outcomes.
If you enjoy optimising processes, leading high-performing teams, and working in a fast-paced environment, this is an ideal opportunity to grow your career in operational leadership.
This permanent role gives you the opportunity to lead operations within a Great Place to Work® Certified organisation, supported by training, coaching, and a leadership team committed to helping you succeed.
What you need to know:
* This is a permanent role, based at our Newcastle office.
* Working hours are Monday to Friday, 08:30–17:00, with flexibility options available.
* You’ll receive structured training and support to ensure you are fully prepared to lead contact centre operations and drive team performance.
* You’ll join a team where wellbeing, respect, and engagement are genuinely valued.
* Career development is encouraged, with opportunities to progress further within Sopra Steria.
What you’ll be doing:
As a Business Operations Manager, you will lead and manage operational delivery across multiple teams, ensuring efficiency, quality, and compliance. Your responsibilities will include:
Operational leadership: Oversee day-to-day contact centre operations, monitor performance metrics, and ensure teams deliver on service targets and quality standards.
Process improvement: Identify opportunities for operational and tactical improvements, implement solutions, and embed a culture of continuous improvement.
Customer outcomes: Drive a customer-first culture, ensuring teams resolve queries efficiently and achieve high levels of satisfaction.
People management: Lead, coach, and develop teams through structured operational rhythms, recognising successes and building a resilient, engaged workforce.
Compliance and governance: Ensure all teams operate in line with legal, regulatory, and internal policies, supporting risk-aware decision-making frameworks.
What you’ll bring:
To succeed in this role, you’ll need operational expertise, leadership skills, and a customer-focused mindset. Key qualities include:
Operational focus: Experienced in managing day-to-day operations, monitoring KPIs, and delivering process improvements.
Customer focus: Committed to delivering excellent customer outcomes efficiently and consistently.
People leadership: Skilled at coaching, motivating, and developing teams while fostering engagement and resilience.
Problem-solving and continuous improvement: Able to identify operational challenges, implement solutions, and drive lasting improvements.
Compliance and governance awareness: Understands regulatory requirements, ensures adherence, and integrates risk management into decisions.
Employment Details:
Location: Newcastle
Security Clearance: BPSS
Salary: Competitive
Benefits: 25 days annual leave, health cash plan, life assurance and pension
Internal Recruiter: Chloe
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Loved reading about this job and want to know more about us?
Our business is, first and foremost, about people. And it always has been. The solutions we develop are driven by the connections they make and the problems they solve. Our services only matter if they work for people and if they serve a greater purpose. Known for our collaborative approach, we provide consulting and digital services, creating innovative solutions, at scale, to deliver sustainable growth and services that make life better.
Our work touches many lives in the UK. From helping the Government provide essential public and health services that offer more convenience and choice, to improving financial services to deliver fairer, customer-centric solutions