Senior Operations Manager

My client are recruiting for a Senior Operations Manager to join their team.

The Senior Operations Manager reports directly to the Chief Operating Officer (COO)

The post holder will:

  • Deliver their duties in accordance with the strategic direction of the business as agreed with COO
  • Deliver a proactive plan to optimise leads into the business
  • Act as the accountable manager for the delivery of operational effectiveness across acquisition
  • Ensure that the acquisitions area operates within the requirements of its regulatory permissions

Strategic Operations Direction

  • Support the operational direction for the business
  • Support identification of Lead Generation using digital methods
  • Input into the appropriate organisational design and structure to deliver

Roles and Responsibilities

  • To continuously challenge the status quo, identifying better ways of working, improving processes and managing resources effectively
  • Give clarity around roles, responsibilities and authority to act to acquisition team
  • Manage the effectiveness of each role and post holder
  • Ensure adequate resources are available to provide high level of service standards
  • Develop the capability of staff and provide the environment for them to flourish and be the best they can be through a well operated performance management process.

Control Framework

  • Ensure an appropriate control framework is in place, adjust and amend as appropriate through experience
  • Embed a control monitoring programme to deliver assurance around performance within business policies and regulatory obligations
  • Review and adjust business policies as appropriate
  • Maintain adequate control of costs

Regulatory Permissions

  • Ensure that the business performs within its regulatory permissions
  • Specifically focus on the ability and performance of the business in providing good customer outcomes and to ensure clients do not encounter detriment through our the actions of the business
  • Co-operate and engage when required with the regulator

Engagement and Culture

  • Embed the culture of the business through its operations and establish an environment for the culture to flourish
  • Work with the Sales & Marketing teams to actively optimise leads into the business
  • Work with the leadership team and staff to develop a collaborative and engaged working environment and encourage a clear line of sight around Mission Vision and Values which everyone respects and embraces

Business performance

  • Be clear about business objectives agreed with COO
  • Through MI and analysis of key business performance areas, awareness of operational activity and service levels and customer feedback, react and respond to emerging trends
  • Provide regular reports to COO on all aspects of operational activity and business performance
  • Central point of contact for COO and executive management on all acquisition activities
  • Central point of contact for direct leadership team
  • Integral point of contact for other business stakeholders on common business areas requiring the support of or as a dependency on acquisition operations and vice versa
  • Educated to Professional Level
  • Strategic planning
  • Change Management
  • Lead Generation
  • Business Improvement
  • Influencing and persuasion
  • Organisational
  • Communication and engagement
  • Prioritisation and decision making
  • Numerical
  • Report writing
  • Adaptability, resilience and selfless
  • Presentational
  • Broad capacity to manage several priorities
  • Awareness of industry and market in which it operates
  • Ability to increase throughput of leads to conversion
  • Application of experience of operations management
  • Ability to challenge the status quo
  • Ability to motivate colleagues and achieve business performance objectives
  • To lead, articulate, introduce and measure the impact of change, taking staff on the journey successfully and safely
  • Engage and communicate at all levels of the business
  • Lead the development of a positive culture throughout the business
  • An awareness of and ability to ensure the safe implementation of regulatory and other obligations

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