Operations Manager

How&How are seeking a full-time Operations Manager to join our London team. You will be an innate organisational force with the ability to keep a fast-moving studio running smoothly - balancing people operations, resource planning, studio management and process optimisation with calm, clarity and care. This pivotal role sits at the heart of the agency, connecting our Creative, Client Services, Resource, Operations and Leadership teams.

You will own the day-to-day operations of the studio - from resourcing and workflow coordination to financial oversight and people support - ensuring efficiency, accuracy and seamless communication at all times. You'll bring structure where it's needed, anticipate issues before they arise, and help shape systems that enable our creative teams to do their best work.

Topline: we need a warm, well-rounded team player to nurture the London studio. Someone with eyes and ears everywhere, razor-sharp organisational instincts, and a solutions-first mindset. You'll be a steady, positive presence in the studio - the person who keeps everything and everyone moving in the right direction.

• Oversee the day-to-day running of the studio, ensuring it is organised, well-supplied, welcoming and operationally efficient.
• Manage all studio stock, supplies, food & beverage ordering, and tech equipment needs.
• Liaise with cleaners, neighbours, building management and utilities providers; oversee maintenance and repairs.
• Open and close the studio when onsite; ensure meeting rooms and shared spaces are prepared.
• Welcome visitors and clients, facilitating a polished and professional studio experience.
• Lead on cultural initiatives, including weekly all-hands, social events, birthdays, celebrations and company-wide gatherings.

• Manage employee onboarding/offboarding processes, coordinating with Resource, Creative, and Client Services teams.
• Support performance cycles including appraisals, 1:1s and collecting feedback.
• Coordinate staff travel, schedules and team-wide announcements.
• Act as first point of contact for day-to-day employee needs, creating a supportive and people-centred culture.
• Oversee Payroll liaison, updating contracts, promotions, leavers, new joiners and monthly submissions.
• Coordinate occasional recruitment workflows (interviews, assessments, contracting) when needed.

• Manage supplier payments, freelancer invoices, subscriptions, PAYE, business rates and expense reconciliation.
• Track studio expenditure, forecast upcoming costs and provide monthly financial updates.
• Monitor cash flow around payroll and flag anticipated needs.
• Maintain accurate admin, operational and compliance documentation.
• Lead B-Corp operational efforts - updating profiles, supporting annual impact reporting, monitoring policies and suggesting improvements.

• Own day-to-day resource allocation and scheduling across the London team.
• Lead weekly resource meetings, preparing agendas, documentation, and clear decisions/actions.
• Ensure accurate utilisation data, billability, availability and pipeline visibility.
• Escalate risks early (capacity shortages, hiring needs, workload challenges).
• Partner with Creative Leadership to understand team skills, strengths and specialist requirements.
• Maintain and update downtime task pipelines (case studies, internal initiatives, creative R&D).
• Manage global annual leave calendars and coverage plans.
• Support freelance casting: sourcing, checking availability, confirming bookings, negotiating rates and issuing NDAs/contracts.
• Maintain an always-up-to-date database of freelancers with accurate skillsets, rates and availability.

• Audit and improve studio operations to increase efficiency, reduce friction and support creative output.
• Champion software, tools and AI systems that enable better workflows, scheduling and team communication.
• Support the continuous evolution of operational processes as the agency scales.
• Lead medium-scale operational projects (office changes, process rollouts, new platforms, etc.)

While full ownership of Marketing & Growth is not part of this role, the Operations Manager will provide targeted support where their skills add unique value. This includes:

• Managing and updating the H&H News page, ensuring new content is uploaded accurately, promptly and consistently.
• Manage case study launches, including asset proofing, social testing, and scheduling.
• Preparing and uploading marketing assets
• Upload PR content to Prismic (our CMS)
• Ensuring all content meets brand standards
• Collaborating with Marketing and Creative teams to ensure smooth workflows and efficient execution of content updates.
• Engage audiences across social channels.

• Exceptional organisational skills with the ability to juggle multiple moving parts
• Razor-sharp problem-solving abilities and a proactive,…