Operations Director

Shield Safety Group; Manchester; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading company in the safety sector is looking for an Operations Director to oversee service delivery and enhance customer experience. This critical role requires strategic vision, exemplary leadership, and a commitment to operational excellence, ensuring a high-performing team and customer satisfaction. The successful candidate will drive change management initiatives and foster collaboration across departments while implementing data-driven improvements.

Benefits

33 days' holiday (incl. Bank Holidays)

Flexible working options

5% employer pension contribution

Wellbeing support programs

Discounts across high street brands

Enhanced Maternity and Paternity Leave

Access to professional memberships

Health Cash Plan

Financial support options

Qualifications

• Proven experience in leading diverse teams and fostering a high-performance culture.
• Ability to develop and execute long-term operational strategies.
• Strong analytical skills to interpret operational metrics.

Responsibilities

• Lead the delivery of operations services to the highest standards.
• Develop and implement operational strategies aligned with company goals.
• Build strong relationships with internal and external stakeholders.

Skills

Strategic Vision

Leadership

Customer-Centric Mindset

Operational Excellence

Data-Driven Decision Making

Change Management

Collaboration

Job description

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Overview

As our Operations Director, you'll be the strategic leader responsible for overseeing all aspects of service delivery and customer experience. You'll work closely with internal teams and clients to ensure our services are delivered with precision, care, and excellence.

This is a high-impact role where your leadership will shape the future of our operations and elevate the experience for every customer and team member.

Key Responsibilities:

• Lead the delivery of Audit, Fire, Customer Service, Scheduling, and Operations services - on time, in full, and to the highest standards.
• Develop and implement operational strategies aligned with company goals.
• Champion quality and consistency across all service areas.
• Build strong relationships with internal and external stakeholders.
• Use data and feedback to drive continuous improvement and innovation.
• Lead, manage, and develop a high-performing team, fostering a culture of accountability and growth.
• Collaborate with Sales, Product, and Account Management to enhance client engagement.
• Ensure a safe, supportive, and high-performing work environment.
• Represent the service delivery team in internal meetings and report on KPIs.
• Investigate and resolve complaints, implementing corrective actions to prevent recurrence.

What You'll Bring:

• Strategic Vision & Planning
  Ability to develop and execute long-term operational strategies that align with business goals and market trends.
• Leadership & People Management
  Proven experience leading diverse teams, fostering a high-performance culture, and mentoring future leaders.
• Customer-Centric Mindset
  A deep commitment to delivering exceptional customer experiences and continuously improving service quality.
• Operational Excellence
  Expertise in process improvement, resource optimization, and driving efficiency across complex service delivery functions.
• Data-Driven Decision Making
  Strong analytical skills with the ability to interpret operational metrics and financial data to inform strategy and performance.
• Change Management
  Experience leading teams through transformation, scaling operations, and adapting to evolving business needs.
• Technological Proficiency
  Familiarity with operational tools, CRM systems, and digital platforms that enhance service delivery and team collaboration.
• Financial Acumen
  Understanding of budgeting, forecasting, and cost control to ensure sustainable growth and profitability.
• Collaboration & Communication
  Excellent interpersonal skills with the ability to influence stakeholders, communicate clearly, and build cross-functional partnerships.

Benefits include:

• 33 days' holiday (incl. Bank Holidays) plus the option to purchase 5 extra days per year
• Flexible working options incl flexitime and remote working
• 5% employer pension contribution
• Wellbeing support - Eye care vouchers, Cycle to Work, Employee Assistance Programs
• Various discounts across high street brands through trusted partners
• Enhanced Maternity and Paternity Leave
• Access to relevant professional memberships
• Health Cash Plan
• Financial support options