Operations Leader: KPI-Driven Team & Service Excellence

TTC Group; England; On-site; GBP 55,000 - 75,000; Full time

Job summary

TTC Group is seeking an MIAD Operations Manager to lead the operations team, ensuring targets are met, quality standards maintained, and processes followed.

You will act as the primary escalation point for operational challenges, drive continuous improvement, and collaborate with cross-functional teams to enhance customer outcomes. The role requires strong leadership and strategic thinking to support business objectives in a fast-paced environment.

Qualifications

• Proven experience leading and developing high-performing teams in fast-paced environments.
• Consistently delivers against KPIs and operational targets.
• Drives data-informed decisions to improve performance and efficiency.
• Strong communication, collaboration and stakeholder management skills.

Responsibilities

• Lead, motivate, and coach the team to achieve KPIs and service targets.
• Oversee daily operations to meet SLAs and produce performance reports.
• Manage attendance, rostering and staffing levels for consistent coverage.
• Oversee recruitment and onboarding of facilitators to support targets and growth.
• Manage invoicing and booking processes to support revenue targets.
• Review service quality and resolve escalated or complex queries.
• Identify skill gaps and coordinate training and onboarding for continuous development.
• Communicate objectives and updates clearly to the team.
• Collaborate with other teams to improve processes and customer outcomes.
• Promote a positive, inclusive team culture and recognise strong performance.
• Ensure adherence to company policies, procedures and regulatory standards.

Skills

Leadership

Team development

KPI delivery

Operational targets

Data-driven decision making

Communication skills

Problem solving

Stakeholder management

Job description

TTC Group is seeking an MIAD Operations Manager to lead the operations team, ensuring targets are met, quality standards maintained, and processes followed.

You will act as the primary escalation point for operational challenges, drive continuous improvement, and collaborate with cross-functional teams to enhance customer outcomes. The role requires strong leadership and strategic thinking to support business objectives in a fast-paced environment.