Operations Manager

MIAD Operations Manager

Job Summary

The Operations Manager leads the operations team to deliver outstanding service and operational excellence. The role ensures targets are met, quality standards are maintained, processes are followed, and acts as the primary escalation point for operational challenges. This position combines leadership, operational oversight, and strategic thinking to support business objectives.

Key Responsibilities

• Lead, motivate, and coach the team to achieve KPIs and service targets, providing regular feedback and performance reviews.
• Oversee daily operations to achieve SLAs and targets and produce performance reports.
• Manage attendance, rostering, and staffing levels to maintain consistent coverage.
• Manage Facilitator recruitment, onboarding and management. Ensuring effective facilitator availability to meet business targets/ sales growth.  
• Manage invoicing and training booking processes to deliver revenue targets.
• Review service quality and resolve escalated or complex queries.
• Identify skill gaps, coordinate training and onboarding, and support continuous development.
• Communicate objectives, updates, and expectations clearly to the team.
• Collaborate with other teams to improve processes, customer outcomes, products and operational efficiency.
• Promote a positive, inclusive team culture, manage performance issues, and recognise strong performance.
• Ensure adherence to company policies, procedures, and regulatory standards.

Skills & Competencies

• Proven experience leading and developing high-performing teams, delivering against KPIs and operational targets in fast-paced environments
• Demonstrates a commitment to excellence, consistently improve performance, service quality and operational outcomes
• Applies a curiosity mindset to challenge processes, analyse data, and identify opportunities for innovation and continuous improvement
• Build effective working relationship across teams and stakeholders
• Acts with integrity, ensuring accountability, transparency, and adherence to organisational policies, procedures and standards
• Strong problem solving and decision-making capability with experience managing complex operational challenges and escalations
• Experience in performance management, SLA delivery, and using data insights to drive informed decision making and efficiency
• Excellent communication and organisation skills, with the ability to manager priorities, influence stakeholders, and adapt to change