Operations Manager

My higher education client are looking for an Operations Manager to join them on their London campus. This role is a Mon-Fri role on site, with adhoc cover for weekend work (planned well in advance)

We are seeking an experienced and results-driven Operations Manager to oversee multi-site operations, manage key stakeholder relationships, and lead a team of four Customer Experience Executives. This role is responsible for ensuring operational excellence, delivering high-quality customer experiences, and driving performance across all sites.

The ideal candidate will be a strategic thinker with strong leadership capabilities, exceptional organizational skills, and a proven ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities

Multi-Site Operations Management

Oversee day-to-day operations across multiple sites, ensuring consistency, efficiency, and compliance with company standards.

Monitor operational performance metrics and implement improvement initiatives where necessary.

Ensure adherence to policies, procedures, and regulatory requirements across all locations.

Identify risks and implement proactive solutions to mitigate operational challenges.

Stakeholder Management

Act as the primary point of contact for internal and external stakeholders.

Build and maintain strong relationships with clients, partners, and senior leadership.

Provide regular reporting on operational performance, KPIs, and service delivery outcomes.

Lead business reviews and present performance insights and strategic recommendations.

Team Leadership & Development

Manage, mentor, and develop a team of four Customer Experience Executives.

Set clear objectives, conduct performance reviews, and provide ongoing coaching.

Foster a high-performance, customer-centric culture within the team.

Support recruitment, onboarding, and training initiatives as required.

Customer Experience & Service Excellence

Ensure the consistent delivery of exceptional customer experiences across all sites.

Review customer feedback and implement service improvement initiatives.

Develop and maintain service standards, SLAs, and quality benchmarks.

Drive continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

Financial & Performance Management

Monitor budgets, forecasts, and cost controls across multiple sites.

Analyse operational data to identify trends and performance gaps.

Implement cost-saving and efficiency initiatives while maintaining service quality.

Key Skills & Experience

Proven experience in multi-site operations management.

Strong stakeholder management and relationship-building skills.

Demonstrated experience leading and developing small teams.

Excellent communication and presentation skills.

Data-driven with strong analytical and problem-solving capabilities.

Ability to manage competing priorities in a fast-paced environment.

Strong commercial awareness and financial acumen.

Please send your CV to the relevant email address to find out more