General manager

JOB TITLE: General Manager (Fixed-Term Maternity Cover)

ABOUT THE ROLE

A BRIEF SUMMARY

We are seeking an experienced General Manager with a strong background in operations and commercial delivery to lead the White City Production Centre during a period of transformation and expansion of our facility.

This role is accountable for the end-to-end management of the facility, including operational performance, team leadership, and client experience. A key focus will be improving processes, embedding new ways of working, and stabilising performance as new team members are onboarded.

The General Manager will build and maintain effective relationships with building management and our facilities partner to ensure the smooth operation, maintenance, and ongoing development of the site.

Reporting to the Head of Technical Operations, this role acts as the critical link between sales, proposal development, and project delivery—ensuring a seamless transition from quote through to execution.

WHAT YOU’LL BE RESPONSIBLE FOR

Facility Operations & Compliance

• Lead the day-to-day running of the production centre, ensuring high standards in health & safety, governance, and operational compliance
• Review, implement, and continuously improve operational processes to support a changing organisational structure
• Own relationships with Building Management and our facilities partner team to maintain an efficient, safe, and high-performing facility

Operational Delivery & Transformation

• Oversee booking, scheduling, logistics, and crewing functions to ensure efficient and accurate resource allocation
• Drive improvements in forecasting accuracy, resource planning, and operational output
• Implement scalable processes that support consistent delivery from proposal through to project completion
• Work closely with Technical Operations to ensure alignment between planning, scheduling, and delivery

Commercial Support

• Support the Head of Technical Operations in managing P&L performance through accurate forecasting and cost control
• Partner with Sales and Business Development teams to ensure proposals accurately reflect operational requirements and costs
• Oversee the creation of recurring quotes, rate card applications, and variation orders in line with agreed commercial frameworks
• Ensure operational teams understand and adhere to commercial processes and controls

Team Leadership

• Lead a team of approximately 10 across booking & scheduling, front-of-house, and runner functions (with layered management structure)
• Set clear objectives focused on forecasting accuracy, team output, and service quality
• Drive performance, accountability, and development within a changing team environment
• Embed new processes and ways of working as part of a broader organisational restructure

Client Experience

• Oversee front-of-house operations to ensure a consistently high-quality client experience
• Maintain strong client satisfaction through effective communication, delivery standards, and issue resolution
• Act as a senior escalation point for client concerns where required

Systems & Tools

• Ensure effective use of scheduling systems for crew and staff allocation
• Oversee use of scheduling systems for resource and kit planning to support operational and commercial decision-making
• Ensure the team operates in line with organisations financial processes

All employees are expected to contribute and participate in work activities in line with our management system to ensure the continual improvement of our business.

Success Measures

Improved accuracy of forecasting across resource planning and project delivery

High levels of client satisfaction and consistent delivery of a positive client experience

Increased team effectiveness, output, and adherence to processes during a period of change

THIS ROLE IS FOR YOU IF YOU HAVE

• Minimum 10 years’ experience in the broadcast or production industry
• Proven experience in a senior operations or general management role, ideally within a studio or production facility
• Demonstrated experience leading teams through change, transformation, or restructuring
• Strong leadership and team management skills, with the ability to drive performance across multiple functions
• Proven client management experience in a service-driven environment
• Solid understanding of resource planning, scheduling, and crewing within a broadcast or production setting
• Strong commercial awareness, including experience with budgets, rate cards, contracts, and RFP processes
• Experience working with scheduling and financial systems
• Good working knowledge of health & safety requirements in a production or broadcast environment

IN THIS MANAGEMENT ROLE WE’LL BE EXPECTING YOU TO

• maintain a safe working environment for your teams by complying with all required Health & Safety procedures, and other management processes e.g. ISO standards;
• be the first point of contact for your team for any queries, escalations, and feedback;
• hold regular meetings with each member of your team to align on topics, direction, information sharing, create an opportunity for the team to be heard and sense of community;
• regularly review workload across the team to ensure efficiency and balance;
• provide feedback to your team to allow continued growth;
• ensure new members to your team have a thorough onboarding process including regular review during probation (excludes onboarding provided by HR);
• actively support the development of your team through action plans;
• actively manage poor performance;
• communicate and reinforce key business messages to your team, for example following Manager Meetings, Town Halls, email communications;
• understand key Company policies/processes and help your team to understand;
• be responsive to requests for information to colleagues and other departments;
• ensure your team complete all mandatory training;
• carry out an annual performance review with each member of your team;
• take any necessary steps to ensure that individuals are not subjected to harassment, sexual harassment, or bullying;
• manage day to day spend in line with company objectives, direction and in the interests of the company.

ISO

The ISO standards reflect our commitment to continually improve our business, to drive down our Environmental Impact and to provide a safe and healthy working environment for all of our employees. Our management team have a responsibility to ensure they lead their individual teams in striving for best practice and supporting the audit process to ensure continual improvement is at the heart of everything we deliver.