Location: London, UK (Hybrid – 3 days in the office)
Pay Rate: £35.58 per hour (Inside IR35)
Hours: 40 hours per week
Language Requirement: Spanish
Role Overview
As an Operations Manager, you will lead key components of operational programs focused on designing, launching, standardising, and optimising processes for internal teams and vendors. You will apply expertise in process optimisation to deliver efficiency initiatives such as process re‑engineering, automation, outsourcing, vendor consolidation, and service line optimisation.
You will analyse operational trends and workflow performance to identify improvement opportunities and implement efficiency frameworks, delivering measurable impact with minimal guidance.
Key Responsibilities
Operational Strategy & Process Optimisation
- Design, launch, and scale initiatives that improve operational efficiency, customer experience, and key success metrics such as cost savings, capacity planning, and time savings.
- Lead process improvement initiatives including automation, workflow optimisation, and operational restructuring.
- Identify opportunities to eliminate inefficiencies, improve utilisation, and introduce cross-site or technology-enabled improvements.
Performance Tracking & Reporting
- Track, analyse, and report operational trends and workflow performance.
- Publish and communicate operational KPIs and metrics.
- Develop and implement workflow efficiency scoring frameworks to identify performance gaps and improvement opportunities.
Documentation & Process Governance
- Create and maintain SOPs, process maps, workflow documentation, training resources, and certification programmes.
- Ensure operations comply with legal, risk, financial, and privacy requirements.
- Contribute to the execution of projects aimed at solving scaled operational challenges.
- Support project scoping, planning, and delivery in collaboration with cross-functional teams.
- Manage end-to-end operational programmes, policies, and processes.
- Provide operational leadership to supplier and internal teams to ensure effective delivery of services.
- Support supplier selection, onboarding, performance management, and operational reviews.
- Ensure suppliers meet SLAs and PRDs while delivering regular performance reviews and improvement feedback.
Stakeholder Collaboration
- Build and manage relationships with internal teams, service providers, and key stakeholders.
- Lead or contribute to stakeholder meetings to gather business requirements and align operational strategies.
- Work with partners to implement process improvements and scale operational capabilities.
Operational Support & Issue Resolution
- Manage employee queries, ticket queues, escalations, and high-volume support requests.
- Identify recurring issues and streamline or eliminate inefficient workflows.
- Provide guidance to stakeholders on policies, processes, and exception handling.
- Share best practices, operational insights, and lessons learned internally and externally.
- Contribute to case studies, training initiatives, and operational knowledge sharing.
Content & Project Support
- Evaluate project content to ensure alignment with creative and technical goals.
- Contribute to the production of moderately complex digital media or video projects where required.
- Develop pre-production plans including target audiences, schedules, and production approaches.
- Collaborate with internal teams, agencies, and external partners to deliver project outcomes.
- Promote an inclusive and psychologically safe team environment that values diverse perspectives and cultural awareness.
- Uphold company values and code of conduct while exercising sound judgment in operational decision‑making.
Key Skills & Experience
Candidates should demonstrate proficiency in:
- Data analysis and operational planning
- Operational SLAs and workflow management
- Process design, optimisation, and automation
- Queue and ticket management systems
- Project and programme management
- Stakeholder and client relationship management
- Supplier and partner management
- Business operations and industry knowledge
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