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

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