Operations Manager – Outbound Sales

Domestic & General

Operations Manager for Sky Outbound team at Domestic & General. Leading operational performance and developing future leaders in a fast-paced environment.

Posted 7/20/2026full-timeBrighton • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in driving team performance and engagement while fostering a culture of accountability and continuous improvement. Utilizes data-driven insights to enhance operational effectiveness and ensure compliance with regulatory standards.

Highest-signal resume keywords

Team LeadershipCoaching And MentoringPerformance ImprovementChange ManagementStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational PlanningPerformance Insight AnalysisKPI ManagementRegulatory ComplianceContinuous Improvement Initiatives

Soft Skills

Effective CommunicationRelationship BuildingMotivationEmpowermentCollaboration

Industry Keywords

Customer SupportOperational ExcellenceBest PracticeChange AgendaCustomer Outcomes

About the role

Key responsibilities & impact

Lead the day-to-day delivery of operational plans, ensuring customers remain at the heart of every decision.
Create the culture, pace and tone of the operation by coaching and developing Team Leaders and future leaders.
Drive engagement, motivation and performance through meaningful conversations and strong leadership behaviours.
Embed Domestic & General values and ways of working across your teams.
Champion continuous improvement initiatives and contribute to the wider contact centre change agenda.
Establish clear expectations, objectives and accountability frameworks to achieve business goals.
Use performance insight to plan, review, measure and evaluate team effectiveness.
Partner with the Head of Customer Support and Best Practice Manager to drive consistency and adherence to agreed standards.
Collaborate with teams across Domestic & General to support the achievement of business objectives and customer outcomes.
Identify strengths and development opportunities within your teams, creating growth and development pathways.
Promote innovation, best practice and operational excellence across the function.
Ensure all customer interactions are delivered in line with regulatory and compliance requirements.

Requirements

What you’ll need

Inspire and lead high-performing teams through coaching, mentoring and empowerment.
Build strong relationships with stakeholders across the business and influence positive outcomes.
Create a culture of accountability, engagement and continuous improvement.
Successfully lead and embed change, supporting teams through new ways of working.
Balance customer outcomes, colleague experience and business performance to deliver sustainable results.
Use data, insight and operational KPIs to drive performance improvements.
Recognise and develop talent, supporting individuals to reach their full potential.
Communicate effectively at all levels, adapting your approach to different audiences.
Drive compliance and risk management while maintaining a customer-first mindset.
Share best practice and collaborate with colleagues to support wider business objectives.

Benefits

Comp & perks

Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.
Work-Life balance with a hybrid role.
Health Cash Plan.
Instant discounts.
The new credit building tool.
Salary Finance Loans.
Electric vehicle leasing.
Long service awards.
Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends.