Keoghs
Senior Operations Manager - Military Deafness
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Application Deadline: 13 July 2026
Department: Claims Management
Location: Birmingham
Description
The Senior Operations Manager will have team leader responsibilities as well as assisting the Business Unit Director in achieving the financial, technical, and people management targets for the Business Unit. As well as ensuring Client’s SLA’s and internal objectives, benchmarks, and KPI’s are delivered.
This is a fantastic opportunity for those wishing to gain/develop their experience in an operational role, with a specific focus on management of others, together with gaining skills to support the growth of the department – both financially and organically.
Key Responsibilities
- Assisting in the delivery of the financial budget - analysis of monthly performance and preparation of forecasting to support achievement of the budget
- Project Management/Growth of client(s)
- Ensuring the unit delivers excellent client care and quality to our Clients, achieving both Client driven and internal KPI’s
- Attaining the people metrics for their sub-unit – supporting internal career development and progression
In this role you will also be responsible for delivering the following:
- Financial performance
- Profitability
- Capacity Planning
- Quality, including delivering against SLAs and KPI's
- Excellent client care
- Build and maintain a strong relationship with all key stakeholders
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The Operations Manager is responsible for leading a group of Team Leaders/Technical Supervisors to deliver their teams objectives by:
- Setting and measuring at regular intervals - the unit, team, and individual KPI targets (client and internal)
- Delivering a consistent and regular communication line with the Business Unit Director along with other key stakeholders
- Ensuring there are regular team meetings, 1-2-1s, performance reviews, and performance development discussions taking place.
- Delivering an environment where high morale and engagement exists where team members are encouraged to participate in improving morale and where success is celebrated as a team
- Regularly review processes to ensure continuous improvement
Skills, Knowledge and Expertise
Essential
- Proven experience of managing a team(s)
- Able to provide evidence of achieving current and past objectives
- Clear evidence of having developed other team members to their maximum potential
- Proven track record of using own initiative
- Highly organised and effective planner
- Ability to prioritise workloads/capacity plan
- Effective communicator with excellent listening and verbal skills
- Confident decision maker
- Remains calm under pressure
- Proficient IT skills
- Commercial awareness
- Ability to be adaptable and think on your feet
- Ability to positively influence others
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Desirable
- Proven experience of mentoring one or more team members to their full potential
- Previous experience of MI reporting and analysis
Due to the nature of this position, this role requires candidates to be a sole British National or dual national with one part being British, with no restrictions on working in the UK. Due to the national security requirements of this position, candidates must hold British Citizenship to be eligible to apply.
Benefits
- Davies Incentive Plan
- 25 days holiday per year which increases with level of service (opportunity to buy & sell 3 days)
- Family Cover Private Medical Insurance (Bupa)
- Simply Health Care Cash Plan
- WeCare – 24/7 online GP, mental health support, and virtual wellbeing covering a whole host of topics to do with health, mental health, wellbeing & healthy living and financial & legal wellbeing
- Death in Service
- Critical Illness Cover
- PHI/Income Protection (Private health insurance)
- Pension Contribution based 5% Employee / 3% Employer
- Employee Resource Groups
- Employee Volunteering Programme
- Cycle to Work Scheme*
- Tech Scheme*
- Season Ticket Loan*
- Gym Flex*
- Access to Online Discount Sites
- Discounted Gourmet Society Membership
- Discounted Tickets for Merlin Attractions nationwide
- Discounts at local retail outlets
* after successfully completing probation
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