Operations Manager

Operations Manager

Salary: Up to £60,000 per annum depending on experience, plus company benefits

Location: Central London

Contract: Full Time, Permanent

Shifts: 37.5 hours per week, Monday – Friday, 9am – 5.30pm, with 1 hour unpaid lunch break

Work Model: Fully onsite

Williams Lea seeks an Operations Manager to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms.

Williams Lea employees, nearly 7000 people worldwide provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role

The Operations Manager, as the most senior manager onsite, will be responsible for the overall management of the client relationship; staff management; service delivery; financial management and business growth.

They will work closely and collaboratively with the Account Director to ensure all processes and procedures are in place to facilitate the effective running of the service. They will be expected to have an overview of all work requested and have the ability to prioritise and organise resource to ensure client deadlines and expectations are met and maintained. This includes resource from the wider Williams Lea network, both onshore and offshore. The individual will be pro-active and maximise the tools available to give the service user an outstanding service.

Key responsibilities

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
• Ensure compliance with all contractual obligations including service level agreements
• Develop a thorough knowledge of the client’s business and sector
• Be aware of industry trends and developments and the effect it might have on the client
• Understand clients’ business aims and objectives as well as profit pressures and ensure that ideas are presented that will positively affect the achievement of their plans
• Ensure the immediate resolution of operational issues or complaints and ensure that corrective long-term action has been taken
• Team management; leading and supervising a team of employees providing guidance, setting performance targets, appropriate corrective action, and fostering a collaborative work environment
• Manage relationships with clients by ensuring a high level of customer satisfaction
• Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
• Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client
• Ability to identify contractual risks and take appropriate mitigating action
• Take responsibility for the financial performance of the account, monitoring sales and contribution targets throughout the year 
• Take full accountability for all client requests, ensure deadlines are met and that execution is to a high standard
• Support Account Executive team in accurately estimating all production requests and keep the Client updated regularly
• Preparation of monthly service invoices and ad-hoc production reporting for sign off by the Account Director
• Take responsibility for and run account governance meeting schedules, including recurring Service Reviews, ensuring all Client/internal meetings are followed up with relevant reports and paperwork
• Compile accurate management information, complete the monthly Account Review Report and lead the Account Review Meeting on a monthly basis
• Support account growth and proposals for extended services
• Provide performance analysis of the whole process and identify areas for improvement and innovation
• Build and drive strategic relationships with key contacts in the Client’s business and internally
• Champion the Williams Lea culture by living the values and leading by example

Personal attributes

• Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
• Confident to delegate work to achieve the best results, and confident to do so within a remote working environment
• Excellent communication and organisational skills with the ability to prioritise an often-conflicting workload
• Commercial and financial awareness, ability to manage both cost plus and commercial fee structures
• Driver of change and ability to identifying new business opportunities
• Self-motivated and passionate, with the ability to lead by example
• Well presented with a professional manner
• Excellent computer skills, including familiarity with MS Word, Excel and PowerPoint

Rewards and Benefits:

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays (pro-rata for part time or fixed term roles)
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments
• Cycle-to-work scheme
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at [email protected].

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