Job Description

Job reference number:

DM101

Contract:

Permanent, full time, 35 hours per week

Location:

Kings Hill-based (Kent) with hybrid working

Salary:

Up to 72,000 per annum (depending on experience)

The Role

We're looking for a talented Senior Operations Manager to join our Customer Operations Department at Charities Aid Foundation (CAF).


CAF is currently undergoing an exciting transformation programme aimed at enhancing our operational effectiveness and impact. This is a newly created role that brings together all key support functions--training, compliance, policy, reporting, fraud prevention, and data protection--under one leader for the first time. As Senior Operations Manager, you will have a unique opportunity to shape the function, define best practices, and lead a high-performing team through a period of significant change.


You will act as the First Line of Defence (1LOD), embedding operational controls and ensuring compliance across all customer operations. You'll also work closely with the Second Line of Defence (2LOD) to maintain strong governance, risk management, and regulatory alignment.


A key focus of this role is data protection and data & reporting, which are central to our transformation. You will need strong expertise in GDPR, data governance, and the use of Microsoft Power BI and Excel to generate insights, monitor performance, and support strategic decision-making.

Key Responsibilities

Lead strategic planning and operational delivery aligned with CAF's transformation goals for Operations and wider CAF where required. Act as the First Line of Defence, embedding controls and ensuring compliance across operations. Collaborate closely with the Second Line of Defence to maintain strong governance and risk frameworks. Oversee risk management, fraud prevention, and data protection practices. Develop and implement frameworks, policies, and procedures to support service excellence. Use Power BI and Excel to analyse data, monitor trends, and inform decisions. Drive continuous improvement and change management initiatives. Lead, coach, and develop a high-performing, inclusive team. Build strong stakeholder relationships and manage resources effectively.

Who you'll be

You'll bring:


Proven experience in senior operational leadership, ideally in a regulated or customer-focused environment. Strong knowledge of data protection (e.g. GDPR) and data & reporting, with hands-on experience using Power BI and Excel. Experience working with or alongside 2LOD and acting as 1LOD in a governance or compliance-focused environment. Experience managing multidisciplinary teams and budgets. Excellent communication, stakeholder management, and change leadership skills. A collaborative, pragmatic, and customer-focused mindset.

Special Conditions

Occasional travel to other CAF locations. May require working unsociable hours.

What's in it for you

At CAF you will receive:


Permanent hybrid ways of working where roles allow Six weeks holiday plus bank holidays A wide range of development opportunities to support personal and professional growth Pension scheme with better-than-market employer contribution options Social impact benefit schemes

For all our employer benefits and to gain an insight into our culture and values, please visit cafonline.org/careers.

Who we are

About Us

At Charities Aid Foundation we accelerate social progress by providing essential connections between donors, charities and communities.


We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.


Our purpose is to enable a better landscape for giving and a fair and sustainable future for all.

Diversity and inclusion

We know that the more diverse and inclusive our organisation becomes, the more creative, effective and impactful we will be. Our aim is for our workforce to represent the society we serve, and we have embarked upon an ambitious pathway to achieve this.


We want to attract, retain and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters.

How to apply

The closing date for applications is

20

th

August 2025.

Interview dates:

Week commencing 25

th

August 2025

.


We reserve the right to close this vacancy early if we receive sufficient applications for the role.


Please complete the form below, attach your CV and Cover letter, then click 'Submit Application' if applying via our website or send your CV to recruitment@cafonline.org quoting reference number

DM101.


We welcome applications from everyone who feels they meet the criteria, regardless of age, sex/gender, disability, race, religion, national origin, sexual orientation, marital, veteran or parental status.


Don't meet every single requirement? If you're excited about this role but your experience doesn't align perfectly, we encourage you to apply anyway. You may just be the right candidate for this or other roles.


As a Disability Confident Employer, we guarantee to interview disabled applicants who meet the minimum criteria for the role. Please indicate on the application form if you would like to be considered as part of the Disability Confident Scheme.

To apply for this role you must be able to provide proof of your Right to Work in the UK.


So we can support you to be your best during the application or interview process, please contact our Recruitment team at recruitment@cafonline.org or 03000 123 566 to request assistance or reasonable adjustments.


Job Reference: DM101