Basic Function & Purpose of the RoleThe Core Operations function provides a comprehensive and professional support resource to the National Lottery in the management of draw operations, facilities, retail operations, responsible play, customer support and prize claims. We are looking for an ambitious, driven, and hardworking individual who is passionate about developing a culture of improvement to lead a number of operational personnel working on key project areas within the Core Operations function. The Core Operations Manager will lead and develop their team while ensuring the effective delivery of operational activities. This role is pivotal in driving performance, fostering a high-performance culture, and continuously improving key operational KPIs. The ideal candidate will be a people-first leader with a strong track record in operational excellence and team development. As part of the Core Operations leadership team, this role involves significant interactions with multiple departments in the National Lottery while working with the Chief Operations Officer to design and deliver improvement in our operations function, developing our team and enhancing our processes. What you will doPeople ManagementLead, coach, and develop a team of operations staff to achieve individual and team goals.Foster a culture of accountability, collaboration, and continuous improvement.Conduct regular 1:1s, performance reviews, and development planning.Operational PerformanceMonitor and improve key operational KPIs (e.g., efficiency, quality, service levels, cost).Identify and implement process improvements to enhance productivity and service delivery.Ensure compliance with internal policies, procedures, and regulations.Collaborate cross-functionally to resolve operational issues and support business objectives.Continuous ImprovementUse data and insights to identify trends, root causes, and opportunities for improvement.Lead or support operational improvement initiatives and change management efforts.Champion the use of technology and automation to streamline operations.Reporting & AnalysisProduce regular reports on operational metrics.Present insights and recommendations to the COO.Track progress against targets and adjust plans as needed.Team SupportBe a key member of the operations leadership team within Core Operations and working closely with the Head of Core Operations on the strategy and development of our customer support journeys. Ensure operational activities are delivered on time and within a defined budget.Any other reasonable activities required in the delivery of the National Lottery business What you will need to be successful in the roleProven experience in a multi-functional operations management role. Minimum 5 years' experience in a management positionStrong leadership and people management skills with a focus on coaching and development.Demonstrated success in improving KPIs and driving operational efficiency. Excellent problem-solving, analytical, and decision-making abilities. Strong communication and stakeholder management skills. Proficiency in using operational tools, dashboards, and performance metrics. Experience in a compliance/regulated industry