Operations Manager

Operations Support Manager

Location: Welwyn Garden City

Salary: £45,000 Per Annum

Monday to Friday, full time hours

Are you an experienced Operations Manager with a passion for customer service, continuous improvement and driving operational excellence?

We are recruiting for an Operations Support Manager to a well-established organisation committed to delivering exceptional service to its members and customers.

This is an excellent opportunity for a proactive, commercially aware and forward thinking individual who enjoys leading teams, improving processes and using technology to make a real difference.

The Role

Reporting to the Field Operations Director, you will take responsibility for the day to day management of the Operations Support team, leading four direct reports and ensuring consistently high standards of customer service and operational performance.

You will play a key role in identifying opportunities to improve efficiency, streamline processes and introduce smarter ways of working, including digital solutions, automation and AI.

Key responsibilities will include:

• Leading, motivating and developing the Operations Support team to achieve agreed performance targets and service standards.
• Monitoring KPIs, customer satisfaction, productivity and service delivery to identify opportunities for improvement.
• Reviewing existing processes and implementing improvements to increase efficiency and enhance the customer experience.
• Identifying opportunities to introduce automation, AI and digital tools to reduce manual tasks and improve productivity.
• Managing resources, workloads and capacity planning to ensure operational demands are met.
• Working closely with internal departments to improve systems, processes and customer journeys.
• Supporting operational change and ensuring new processes and technologies are successfully implemented.
• Maintaining high standards of quality, compliance and operational governance.

About You

We are looking for an experienced operational leader who can combine strong people management skills with a genuine enthusiasm for continuous improvement and technology.

You will ideally have:

• Proven experience managing teams within a customer service, contact centre or operational support environment.
• A strong track record of improving processes, operational efficiency and service delivery.
• Experience managing KPIs, analysing performance data and implementing measurable improvements.
• Excellent leadership, coaching and communication skills.
• Strong IT skills, including Microsoft 365, Excel, CRM systems and reporting tools.
• An understanding of process improvement, automation and the opportunities AI can bring to operational environments.
• Experience managing change, improving systems and working collaboratively across departments.
• Strong organisational skills with the ability to prioritise competing demands and manage resources effectively.

Experience with Power BI, Power Automate, Lean, Six Sigma or digital transformation projects would be advantageous, although not essential.

Why Apply?

This is an opportunity to take ownership of a key operational function within an established organisation, where your ideas, leadership and ability to drive improvement will have a genuine impact.

You will have the opportunity to shape how the team operates, introduce more efficient ways of working and contribute to wider business improvements.

If you are a hands on Operations Manager who enjoys developing people, improving customer service and making processes work smarter, we would love to hear from you.

Apply today to find out more about this opportunity.

Thank you for your interest in this vacancy, advertised by SMT Recruitment (Smart10 Ltd), acting as an employment agency/business. Your application will be considered alongside others, and we will contact you within three working days if you are shortlisted.

SMT Recruitment is a multi-award-winning specialist recruitment consultancy providing temporary, contract, and permanent recruitment solutions across selected business sectors. To stay up to date with our latest opportunities, please visit our website, like us on Facebook, and follow us on Instagram or LinkedIn. Please refer to SMT’s Privacy Policy for details on how we manage your data.