Head of Operations
Location : Based at Stamford Office
Hours - Monday - Friday 08:45 - 17:30
Salary £36k -£38k
We are looking to recruit a strategic and experienced Operational Leader who knows how to build strong teams and deliver high standards across the business. To bring commercial awareness, clear communication, and a practical approach to risk management, efficiency and continuous improvement.
This role requires an Operational Manager who leads with clarity and empathy and creates an environment where the team is supported and motivated to perform at their optimum best.
You will work closely with the leadership team to shape and deliver the agency’s operational strategy. The role involves strengthening processes, developing talent and ensuring the business runs smoothly, championing KPI delivery, manage costs with care and maintain transparency across all operations.
Key responsibilities:
· Achievement of Financial and Non- Financial targets in conjunction with department managers and leadership team.
· Line management of Direct reports
· Support and mentor department Managers
· Set training and development programmes to pre agreed standards in conjunction with Project Manager and leadership team.
· Ensure teams are delivering to agreed SOP and SLA’s including pre and post calls.
· Monthly review of pre and post call feedback.
· Support on client reviews when required
· Escalation process, support with supplier issues, client issues and internal team issues.
· Weekly review of provisional and confirmed bookings to ensure accurate recording and check for discrepancies.
· Ensure teams are capturing repeat bookings of clients by reviewing recurring events.
· Monthly intercompany reviews
· Intercompany referrals – maximising opportunities for these and reporting on it.
· Produce report for management meetings on KPIs & target progress. Attendance to monthly meeting.
· Manage the Office Etiquette to pre agreed standards and ensure day to day office coverage