Operations Manager CDD

Job DescriptionPurpose of the Role The Operations Manager will report to the Head of CDD Operations, and leads, optimizing, and overseeing daily operational performance to ensure efficient service delivery, customer outcomes, and achievement of our goals. You will focus people leadership, process optimization, and compliance with internal policies, regulatory obligations, and audit requirements. An important element of you will be continuous improvement — identifying opportunities to improve workflows, enhance quality, manage risk, and support projects. Main Responsibilities Operational Leadership Lead daily operations to ensure service delivery and achievement of operational Indicators and Service level agreements.Oversee workforce planning, resource allocation, scheduling, and capacity management to meet our demand.Monitor operational dashboards, management information, and performance metrics to identify risks, trends, and improvement opportunities.Be a senior point of escalation for complex operational, customer, or internal issues, ensuring resolution.People Management & Development Lead team leaders and colleagues to foster an accountable, and customer-focused culture.Conduct regular performance reviews, set clear goals, and identify learning and development needs.Support recruitment, onboarding, and succession planning to maintain operational capability.Promote collaboration, engagement, and a positive team environment.Process Optimization & Continuous Improvement Review, refine, and increase operational processes to improve efficiency, quality, and consistency.Identify continuous improvement projects, using data, technology, and best practice.Support the design and rollout of new programs, products, process changes, or regulatory updates from an operational perspective.Governance, Risk & Compliance Ensure operations follow internal policies, regulatory obligations, and audit requirements.Manage operational risks, incidents, and issues with controls and clear documentation.Maintain accurate, auditable records of operational activity, decisions, and outcomes.Stakeholder Collaboration & Reporting Work with cross-functional teams (e.g. Compliance, Risk, Legal, Product, Technology, Data, Commercial, and Customer Care) to deliver operational change and embed best practice.Act as an important operational contact for team members, providing clear communication on performance, risks, and initiatives.Produce accurate and timely reporting on operational performance, capacity, quality, and risk indicators.Contribute to operational strategy, planning, and growth initiatives in collaboration with senior leadership.