Senior Operations ManagerCirca £70,000 - negotiable based on experience, with a lucrative annual bonus. LeedsYour new roleHays are supporting a growing national business with an office based in Leeds. They are looking for a dynamic Senior Operations Manager to lead end-to-end operational delivery, optimise processes, and drive a high-performance culture across a fast-growing, technology-enabled organisation. This role oversees the day-to-day running of the Operations Centre and is responsible for people leadership, service performance, compliance, and continuous improvement.Key Responsibilities; Lead multi-disciplinary teams across functions such as customer service, finance administration, auditing, data analysis, design, retention and new business.Drive measurable performance improvements through KPIs, coaching frameworks, and structured scorecards.Enhance customer experience outcomes (e.g. satisfaction, retention, first-contact resolution) while balancing efficiency and service quality.Deliver accurate and insightful reporting to senior leadership and implement action plans that drive continuous improvement.Support the evolution of operational technology including CRM, telephony, digital communication tools, QA systems, analytics platforms and reporting dashboards.Act as the bridge between operational teams and cross-functional partners, including Customer Experience, LandD and recruitment.Coordinate internal and external audits, ensuring adherence to policies, ..... full job details .....