At MSI UK, our success rests on our dedicated team and client-focused approach. As a leading provider of sexual and reproductive healthcare, we aim to empower clients' reproductive choices for a more equal world for everyone. Through personalised care, we prioritise our clients' needs and experiences every step of the way. Contract type: Permanent Salary: £37,522.87 - £42,213.23 (Dependant on experience and skills) ⌚ Hours: 37.5 hours Drive excellence, empower teams, and shape a sustainable future of client-focused care The Operations Manager, reporting to the Senior Operations Manager, will lead the One Call Lead Client Care Coordinators and Real Time Analyst teams to align contact centre operations with day to day priorities, focusing on safety, client experience, and sustainability. Lead with purpose, inspire change, and deliver exceptional experiences for our clients and colleagues. The role involves using data-driven decision-making, resource management, and maintaining a professional, client-focused environment. Collaboration with senior leaders and peers is essential to drive continuous improvement, implement effective changes, and achieve organisational objectives while delivering a safe and sustainable service. Key responsibilities Develop strategic plans to drive service and safety advancements. Champion continuous improvement initiatives across the organization. Build strong relationships with stakeholders to support team objectives and lead transformation projects. Ensure compliance with regulatory standards and manage regional risk registers to uphold client safety. Enhance patient pathways, gather feedback, and promote a caring, responsive client experience. Support recruitment, retention, and colleague well-being initiatives to ensure sustainability. Maintain budgetary efficiency through proactive resource management. Please note candidates may travel to the other hubs if required. For more information on the role, please refer to the following job description: https://www.msichoices.org.uk/wp-content/uploads/2024/11/Job-Description-Operations-Manager.pdf We’re proud to be a disability confident level two equal opportunities employer and give equal consideration to all qualified applicants without regard to race, ethnicity, religion, gender, gender identity / expression, sexual orientation, national origin, disability, or age. MSI UK is committed to safeguarding: promoting the welfare and safety of everyone involved in the delivery or receipt of sexual and reproductive health services, especially children, young people and vulnerable adults. We pride ourselves on having a Just and Learning Culture and recognise that successes or mistakes are the product of many factors and our learning focuses on changing systems and processes to make it easier for people to do their jobs safely. We consider applications as we receive them and reserve the right to close adverts early where we have received a sufficient number of applications. If you feel this is the role for you, why not apply now to ensure you're considered for this role? Please note, if you do not upload a CV or Resume, your application will not be considered.