Operations Manager

Job Description: Start Date: Monday 11th January 2027 Opening Hours: Monday to Sunday, 8am - 6pm depending on operational needs Contract: Permanent, full-time (37.5 hours per week) Location: Foundever House, Stratford-upon-Avon (on-site working with one day working from home per week) About the role We are looking for an experienced and commercially minded Operations Manager to join our Shared Services operation, overseeing a dynamic, multi-client environment operating 24 hours a day, 7 days a week. Supporting between 25 and 40 clients throughout the year, our operation spans a diverse range of sectors and service offerings, including e-commerce, social housing, CCF clients and out-of-hours support services. This varied environment requires a leader who can adapt to changing client demands, balance operational priorities and consistently deliver exceptional customer experiences. As Operations Manager, you will take ownership of operational performance across your portfolio, leading and developing a team of Team Managers while building strong, trusted relationships with clients and internal stakeholders. You will play a key role in ensuring service excellence, financial performance, workforce efficiency and continuous improvement across the operation. Key responsibilities People Leadership and Development Lead, coach and develop a team of Team Managers, building their leadership capability and supporting their ongoing professional development. Set clear expectations, objectives and performance standards, ensuring accountability at every level. Foster a positive, collaborative and high-performing culture focused on engagement, ownership and service excellence. Identify development opportunities, support succession planning and build a strong pipeline of future operational talent. Client Relationship Management Own and develop day-to-day relationships across a portfolio of clients, acting as a trusted operational partner and point of escalation. Build strong relationships through regular communication, proactive engagement and a clear understanding of individual client requirements. Prepare and deliver Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), as required. Present operational performance, insights, risks and improvement plans clearly and confidently to both internal stakeholders and external clients. Proactively identify opportunities to enhance service delivery, strengthen client relationships and improve overall client satisfaction. Operational and Commercial Performance Take ownership of operational performance across a diverse, multi-client environment, ensuring service levels and contractual commitments are consistently achieved. Manage account financials, budgets and operational costs, balancing commercial objectives with service quality. Oversee staffing and resource planning, ensuring the right people and skills are in place to meet changing demand across a 24/7 operation. Monitor key performance indicators, identify emerging trends and implement targeted action plans to address underperformance. Ensure operational risks, escalations and business continuity requirements are effectively managed. Customer Experience and Continuous Improvement Champion a customer-first approach, using Customer Experience (CX) insights, operational data and client feedback to identify opportunities for improvement. Drive continuous improvement initiatives that enhance customer outcomes, increase efficiency and deliver measurable business benefits. Challenge existing processes and ways of working, encouraging innovation, accountability and a culture of continuous development. Work collaboratively with internal teams and clients to implement sustainable improvements and share best practice across the operation. Reporting and Stakeholder Management Produce and interpret detailed operational and financial reporting, translating complex data into meaningful insights and actionable recommendations. Communicate performance, risks and opportunities confidently to senior stakeholders at all levels. Develop and deliver engaging presentations, adapting your approach and reporting style to suit different audiences. Maintain a clear focus on transparency, data accuracy and evidence-based decision-making. About you You will be an established Operations Manager with a proven track record of leading teams and delivering results within a complex, multi-client or multi-site environment. You will be comfortable operating at both a strategic and hands-on level, able to move seamlessly between developing your people, managing client relationships and driving commercial performance. You will bring: Strong leadership experience , with the ability to motivate, coach and develop Team Managers and build high-performing teams. Excellent communication skills , both written and verbal, with the confidence to influence and engage stakeholders at all levels. Strong analytical capability , with the ability to interpret operational and financial data, identify trends and turn insights into practical actions. Presentation and reporting skills , including the ability to prepare and deliver WBRs, MBRs and QBRs to senior internal stakeholders and external clients. Commercial awareness , with experience managing account financials, staffing costs, resource planning and operational budgets. Client management expertise , with the ability to build lasting partnerships, manage expectations and navigate challenging conversations. A continuous improvement mindset , with a passion for enhancing customer experience, improving processes and delivering measurable results. Adaptability and resilience , with the ability to prioritise effectively and maintain control in a fast-paced, changing 24/7 environment. What success looks like In this role, success means building a strong and capable management team, delivering consistent operational performance, maintaining trusted client relationships and improving the commercial and customer outcomes of the accounts you manage. You will be empowered to challenge the status quo, develop your people and make a tangible difference to both our clients and the wider business. If you are a confident, data-driven and people-focused Operations Manager who thrives on variety, accountability and delivering results, we would love to hear from you Think you will be a good fit? Start your Foundever Journey and click Apply! Start your Foundever Journey and click apply!