Serco Plc
Operations Manager
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Operations Manager – Confident Futures
Location: Home-based
Fixed Term contract - 18 months
Salary: £45,000- £50,000 per annum plus benefits
Schedule: Full-time: 37.5 hours per week, Monday- Friday
Ready to impact a better future?
As an Operations Manager in our Employment, Skills and Training team, you'll lead and develop a team delivering the Confident Futures programme across Wales. You'll help ensure people with long-term health conditions, disabilities and mental health conditions receive high-quality support to move closer to sustainable employment and achieve their goals.
This is a role with real purpose. You'll create a positive impact on communities by leading services that help people overcome barriers to work, build confidence and access opportunities for growth. Working closely with colleagues, partners and stakeholders, you'll help create impactful solutions that support individuals into brighter futures while maintaining quality, compliance and excellent participant experiences. You'll have the opportunity to drive innovation, build trust and create headroom for people to grow, knowing your work touches lives every day.
Please note this role requires regular travel across Wales and to partner locations required.
What you’ll do as an Operations Manager – Confident Futures
- Lead and manage the operational delivery of the Confident Futures programme across Wales, ensuring performance targets and customer service standards are achieved.
- Motivate, develop and performance manage a team of Specialist Progression Coaches to deliver high-quality participant support.
- Use data from Power BI and other management information sources to monitor performance, identify risks and implement improvement actions.
- Build strong relationships with delivery partners, stakeholders and internal teams to drive collaboration, share best practice and improve outcomes.
- Ensure all contractual, safeguarding and compliance requirements are met, maintaining high standards of quality throughout service delivery.
- Promote a culture of continuous improvement, innovation, inclusion and participant-centred support.
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Does this sound like you?
- Flexible for regular travel across Wales and to partner locations required with a full UK driving licence with access to a vehicle- mileage paid for any travel.
- Proven experience leading and managing operational teams within employability, skills, welfare-to-work or a related sector.
- Experience supporting vulnerable individuals facing complex barriers, including long-term health conditions, disabilities or mental health challenges.
- Strong people management skills with the ability to coach, develop and inspire high-performing teams.
- Excellent communication, influencing and stakeholder management skills, with the ability to build trusted relationships at all levels.
- Strong analytical and organisational skills, with experience using performance data to drive operational improvement.
- Qualified to NVQ Level 4 or equivalent and confident using Microsoft Office applications including Word, Excel, Outlook and PowerPoint.
- Candidates fluent in Welsh speaking is highly desirable.
What we offer
- 25 days’ holiday plus bank holidays
- Up to 6% contributory pension scheme
- 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.
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Vetting and checks:
A Standard DBS check will be carried out for this position. This includes spent and unspent convictions, cautions, reprimands, and warnings as permitted under the Rehabilitation of Offenders Act. An Occupational Health Questionnaire will also be completed so we can ensure you have the necessary support to perform your duties.
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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