Senior Operations Manager Senior Operations Manager Circa £70,000 – negotiable based on experience, with an annual bonus. Leeds Your new role Hays are supporting a growing national business with an office based in Leeds. They are looking for a dynamic Senior Operations Manager to lead end‑to‑end operational delivery, optimise processes, and drive a high‑performance culture across a fast‑growing, technology‑enabled organisation. This role oversees the day‑to‑day running of the Operations Centre and is responsible for people leadership, service performance, compliance, and continuous improvement. Key Responsibilities; Lead multi‑disciplinary teams across functions such as customer service, finance administration, auditing, data analysis, design, retention and new business. Drive measurable performance improvements through KPIs, coaching frameworks, and structured scorecards. Enhance customer experience outcomes (e.g. satisfaction, retention, first‑contact resolution) while balancing efficiency and service quality. Deliver accurate and insightful reporting to senior leadership and implement action plans that drive continuous improvement. Support the evolution of operational technology including CRM, telephony, digital communication tools, QA systems, analytics platforms and reporting dashboards. Act as the bridge between operational teams and cross‑functional partners, including Customer Experience, L&D and recruitment. Coordinate internal and external audits, ensuring adherence to policies, procedures and regulatory frameworks. Manage end‑to‑end operational workflows, driving process efficiency, automation, and scalable workflows. Lead operational readiness for onboarding new clients and ensure infrastructure and processes evolve in line with business growth. Collaborate with strategic account teams to ensure delivery meets client expectations and performance targets. Oversee successful rollout of new technology and system integrations, ensuring smooth implementation and operational handover. Ensure compliance with all relevant regulatory requirements, including data protection and operational governance. Maintain strong relationships with external legal partners and provide operational support on escalations and compliance queries. Manage relationships with third‑party partners and ensure service levels and performance commitments are met. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. 4771756