Capita

Operations Director

Capita

full-time

Posted on:

Location Type: Hybrid

Location: Cork • Ireland

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Job Level

Lead

Tech Stack

AWS

About the role

  • 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 embedding of strategic initiatives across operations, including agent enablement, reporting, planning, and client collaboration.
  • Champion workforce transformation through role redesign, upskilling, and cultural change.
  • Collaborate with internal and external stakeholders to ensure successful delivery and measurable impact.

Requirements

  • Minimum 5+ years in operations leadership within BPO or business process management.
  • Proven experience in managing AI/automation-led transformation projects.
  • Strong stakeholder management and client engagement skills.
  • Proficiency in Microsoft Office Suite, including MS Project, Visio and Co Pilot.
  • Experience with hyperscaler platforms (AWS, Salesforce) and AI tools preferred.
  • Excellent communication, presentation, and change leadership capabilities.
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AIautomationBPO servicesintelligent service frameworksagent enablementreportingplanningrole redesignupskillingchange leadership
Soft Skills
stakeholder managementclient engagementcommunicationpresentationcollaboration