Job Description
Start Date: Monday 11th January 2027
Opening Hours: Monday to Sunday, 8am - 6pm depending on operational needs
Contract: Permanent, full-time (37.5 hours per week)
Location: Foundever House, Stratford-upon-Avon (on-site working with one day working from home per week)
About the role
We are looking for an experienced and commercially minded Operations Manager to join our Shared Services operation, overseeing a dynamic, multi-client environment operating 24 hours a day, 7 days a week.
Supporting between 25 and 40 clients throughout the year, our operation spans a diverse range of sectors and service offerings, including e-commerce, social housing, CCF clients and out-of-hours support services. This varied environment requires a leader who can adapt to changing client demands, balance operational priorities and consistently deliver exceptional customer experiences.
As Operations Manager, you will take ownership of operational performance across your portfolio, leading and developing a team of Team Managers while building strong, trusted relationships with clients and internal stakeholders. You will play a key role in ensuring service excellence, financial performance, workforce efficiency and continuous improvement across the operation.
Key responsibilities
People Leadership and Development
- Lead, coach and develop a team of Team Managers, building their leadership capability and supporting their ongoing professional development.
- Set clear expectations, objectives and performance standards, ensuring accountability at every level.
- Foster a positive, collaborative and high-performing culture focused on engagement, ownership and service excellence.
- Identify development opportunities, support succession planning and build a strong pipeline of future operational talent.
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Client Relationship Management
- Own and develop day-to-day relationships across a portfolio of clients, acting as a trusted operational partner and point of escalation.
- Build strong relationships through regular communication, proactive engagement and a clear understanding of individual client requirements.
- Prepare and deliver Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), as required.
- Present operational performance, insights, risks and improvement plans clearly and confidently to both internal stakeholders and external clients.
- Proactively identify opportunities to enhance service delivery, strengthen client relationships and improve overall client satisfaction.
Operational and Commercial Performance
- Take ownership of operational performance across a diverse, multi-client environment, ensuring service levels and contractual commitments are consistently achieved.
- Manage account financials, budgets and operational costs, balancing commercial objectives with service quality.
- Oversee staffing and resource planning, ensuring the right people and skills are in place to meet changing demand across a 24/7 operation.
- Monitor key performance indicators, identify emerging trends and implement targeted action plans to address underperformance.
- Ensure operational risks, escalations and business continuity requirements are effectively managed.
Customer Experience and Continuous Improvement
