Operations Account Manager (BPS/BPO)

• You will be accountable for delivering operational excellence, achieving contractual outcomes, driving continuous improvement, and ensuring the successful delivery of customer services against agreed performance targets
• As the primary operational lead for the account, you will work closely with customers, operational delivery teams, and senior stakeholders to ensure service performance, customer satisfaction, commercial success, and continual service improvement
• The Operations Account Manager is responsible for the day-to-day management and performance of operational services, ensuring customer commitments are met while delivering efficient, high-quality outcomes
• Leading the delivery of contracted services across one or more customer accounts
• Acting as the primary point of contact for customer stakeholders and operational governance activities
• Driving service performance against contractual KPIs, SLAs, quality standards, and business outcomes
• Managing operational risks, service issues, and escalations through to successful resolution
• Leading service reviews, governance meetings, and performance reporting with customers and senior leadership
• Driving continuous improvement initiatives focused on productivity, efficiency, quality, automation, and customer experience
• Ensuring effective workforce planning and resource management to meet operational demand
• Identifying opportunities to improve processes, eliminate waste, and optimise service delivery costs
• Managing operational budgets and supporting financial performance, cost control, and profitability objectives
• Working collaboratively with delivery teams, support functions, and customer stakeholders to deliver operational excellence
• Ensuring compliance with contractual obligations, regulatory requirements, security policies, and operational procedures
• Supporting transformation initiatives that enhance customer outcomes and operational effectiveness
• Developing and maintaining service improvement plans and tracking progress against agreed actions
• Driving a culture of accountability, quality, continuous improvement, and customer focus across delivery teams
• What Success Looks Like:
• Consistent achievement of customer KPIs, SLAs, and contractual obligations
• High levels of customer satisfaction and stakeholder confidence
• Delivery of measurable cost savings and productivity improvements
• Reduction in operational risk, service failures, and recurring issues
• Successful implementation of continuous improvement and automation initiatives
• Strong employee engagement and high-performing service delivery teams
• Delivery of contractual outcomes while maintaining service quality and profitability

Preferred experience

• This role is ideal for an experienced leader from a BPO, Business Process Services (BPS), Managed Services, Customer Operations, Shared Services, Service Delivery or Outsourcing environment
• Commercial awareness with experience managing budgets, cost reduction initiatives, and service profitability
• Experience in workforce planning, capacity management, demand forecasting, and resource optimisation
• Experience of opportunity identification and revenue growth
• Experience managing service reviews, governance forums, performance reporting, and operational improvement programmes
• Proven experience in an Operations Manager, Service Delivery Manager, Account Delivery Manager, BPO Operations Manager, Business Services Manager, or similar customer-facing leadership role
• Proven ability to manage operational risk, escalations, and service recovery activities
• Strong customer relationship management and stakeholder engagement skills
• Demonstrable experience leading large operational teams and cross-functional delivery organisations
• Strong analytical and problem-solving skills with a focus on operational performance improvement
• Experience working within highly regulated, secure, or public sector environments
• Strong background managing operational delivery, projects and run services against contractual commitments, KPIs, SLAs, and performance targets
• Significant experience delivering services within a BPO, Business Process Services (BPS), Outsourcing, Shared Services, Managed Services, Customer Operations environment
• Experience delivering services to UK Government or Public Sector organisations
• Prince2, MSP, PMP, Agile or equivalent project management qualifications
• Lean, Six Sigma, Continuous Improvement, or Operational Excellence certification
• ITIL Foundation or Service Management certification
• Knowledge of contact centre, citizen services, case management, transaction processing, or shared services delivery models
• Experience leading large business transformation or operational change programmes