As part of our commitment to provide career development opportunities to our team members, we are excited to inform you that we have multiple Senior Operations Officer roles available within Operations. These are Permanent and Secondment opportunities.

 As a Senior Operations Officer (SOO) within Operations, your responsibilities may include:

• Support the leader’s workforce management activities including regular planning and variance analysis, plans presentation and short/long-term planning assumptions.
• Research, analyse and solve legislative, process and system-based issues from the team or wider business unit.
• Support leaders in proactive identification and addressing of skills gaps and the provision of training and coaching for team member, and procedures updates.
• Receive and manage escalated phone calls from the team which may include vulnerable members.
• Ensure customer satisfaction is achieved in terms of timeliness (i.e. mandates), quality (i.e. rework/reprocessing, incidents resolutions & complaints) and perception (through analysis/actioning of member feedback results and call feedback).
• Analyse and improve administrative processes and contribute to ongoing business improvement through identification of Continuous Improvement initiatives and ensure implemented improvements are adopted consistently across the team.
• Collaborate with other teams and business units including projects.
• Contribute to a supportive and cohesive team environment.

These are Permanent and Secondment opportunities

When you are completing the online application, please be sure to upload a resume and cover letter that addresses the following questions:

• What experience, knowledge and attributes do you bring that makes you the best person for this role?
• What interests you about this role?

Please reach out to Amy Wykes [email protected] if you would like any further information about the role.

Applications close 5pm Wednesday, 14-January 2026