Operations Director

Job description

Capita’s purpose is to be experts in designing, transforming, and delivering frictionless experiences for the Life Moments that really matter for our clients and their customers. This role is central to that mission—leading the operational transformation of customer service delivery through the integration of agentic AI, automation, and hyperscaler platforms such as AWS and Salesforce. Job title: Operations Director Job Description: Role purpose The Operations Director will be responsible for shaping and delivering intelligent, adaptive, and empathetic customer experiences across multiple channels. This includes ensuring the right blend of human and AI capabilities, preparing the workforce for future roles, and embedding innovation into the heart of operations. The role will also support strategic initiatives and ensure operational readiness for new technologies, frameworks, and service model Immediate and ongoing priorities include: - Lead the operational transformation of BPO services using AI, automation, and digital platforms. - Drive the implementation of intelligent service frameworks that adapt to customer needs and channel preferences. - Ensure seamless rollout and embeddin...