The operations manager(OM) is a senior role which involves overseeing the provision of the Agency’s services. It is varied and plays a crucial role in the success of the business to meet its overall goals.Reporting to the managing director and supporting the leadership team, this role sits in the agency management team and directly impacts and supports the key business pillars of People, Finance, Sales, Marketing and clearly Operations.
It’s the operations manager’s job to make sure the organisation is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of our clients and colleagues.
The OM must possess exceptional organisational abilities, a proven track of delivery and a good grasp of the business’ commercials.
An effective OM has the ability and power to make the company’s employees happier by making everything work better. To do this, excellent people, negotiation and leadership skills are required to bring the team on the journey of continual improvement.
Experience in a service based business is highly desirable.
The OM will continually evaluate systems and processes alongside the management team in order to ensure maximum efficiency and suggest and implement workable solutions to remove bottle necks and ensure company performance against the wider business plan.
Constantly seek to reduce time spent on non billable or value added tasks, through adoption of tools, techniques, (AI) etc, cost effective outsourcing.
Further development and maintenance of the Smoking Gun ‘play book’ – how we operate and do key tasks – to remove loss of team knowledge via any staff churn and add clarity on roles and responsibilities for maximum efficiency whilst reinforcing a culture of constant learning and improvement.
Ensure consistent high quality work being delivered across teams to deadlines and within budget (time and costs).
Staffing – utilisation and resource planning – meeting revenue per head targets and best use of spare capacity for agency benefit, freelance support (why, when, how long for)
Better onboarding of new clients: ie swift contracts, financial set up, then setting up regular customer feedback channels to measure and improve our Net Promoter Score.
Specific KPIs to be agreed in line with personal development plan but will cover areas such as:
Strict resource planning and reporting: eg Staff revenue per head, Fees: Staff costs ratio
Reduced ‘downtime’ from IT issues
Identifying and overseeing training provision for colleagues (and self)
Overhead control through better supplier management
Compliance: eg Client / staff contracts, GDPR etc, fully utilising Bright HR for employee management
Gleaning best effect from Agency tools and subscriptions – onboarding, training, user guides etc
Ensuring effective integration across traditional and digital marcomms
Skills & Proficiencies
- Conflict Management
- People Management
- Data Entry Skills
- Data Processing Skills
- Reporting Skills
- Budget Development
- Critical Thinking and Problem Solving Skills
- Communication Skills
- Influencing and Leading
- Team Work
- Stress Tolerance
Send a stand out application via snail mail or email detailing your experience, cultural fit and and outline of how you would approach the role to:
Rick Guttridge @ Smoking Gun, 64 Bridge Street, Manchester, M3 3BN, or email firstname.lastname@example.org
Please visit our website for a full description and details of benefits, or click the link below.
Politely no recruitment agencies at this stage please.