Operations Manager

Smart10 Ltd, Trading as SMT Recruitment; Welwyn Hatfield; On-site; GBP 41,000 - 50,000; Full time

Job summary

Smart10 Ltd, trading as SMT Recruitment, is seeking an Operations Support Manager in Welwyn Garden City to lead the Operations Support team and deliver outstanding customer service.

You will report to the Field Operations Director, manage four direct reports, monitor KPIs and implement process improvements leveraging automation, AI and digital tools to boost efficiency and the customer journey. A proactive, commercially aware leader with strong IT skills and change-management capability is ideal.

Qualifications

• Experience leading teams in customer service or operations.
• Proven track record of improving processes and service delivery.
• Strong analytical skills and KPI-driven mindset.

Responsibilities

• Lead, motivate and develop the Operations Support team to meet targets.
• Monitor KPIs, customer satisfaction and productivity.
• Review processes and implement efficiency improvements.
• Introduce automation, AI and digital tools to cut manual tasks.
• Manage resources, workloads and capacity planning.
• Collaborate with internal departments to optimise systems.
• Support change management and ensure successful tech roll-outs.
• Maintain high standards of quality, compliance and governance.

Skills

Leadership & people management

Communication skills

Problem solving

Customer service orientation

Process improvement mindset

Tools

Power BI

Power Automate

Lean

Six Sigma

Microsoft 365

Excel

CRM systems

Reporting tools

Job description

Operations Support Manager

Location: Welwyn Garden City

Salary: £45,000 Per Annum

Monday to Friday, full time hours

Are you an experienced Operations Manager with a passion for customer service, continuous improvement and driving operational excellence?

We are recruiting for an Operations Support Manager to a well-established organisation committed to delivering exceptional service to its members and customers.

This is an excellent opportunity for a proactive, commercially aware and forward thinking individual who enjoys leading teams, improving processes and using technology to make a real difference.

The Role

Reporting to the Field Operations Director, you will take responsibility for the day to day management of the Operations Support team, leading four direct reports and ensuring consistently high standards of customer service and operational performance.

You will play a key role in identifying opportunities to improve efficiency, streamline processes and introduce smarter ways of working, including digital solutions, automation and AI.

Key responsibilities will include:

• Leading, motivating and developing the Operations Support team to achieve agreed performance targets and service standards.
• Monitoring KPIs, customer satisfaction, productivity and service delivery to identify opportunities for improvement.
• Reviewing existing processes and implementing improvements to increase efficiency and enhance the customer experience.
• Identifying opportunities to introduce automation, AI and digital tools to reduce manual tasks and improve productivity.
• Managing resources, workloads and capacity planning to ensure operational demands are met.
• Working closely with internal departments to improve systems, processes and customer journeys.
• Supporting operational change and ensuring new processes and technologies are successfully implemented.
• Maintaining high standards of quality, compliance and operational governance.

About You

We are looking for an experienced operational leader who can combine strong people management skills with a genuine enthusiasm for continuous improvement and technology.

You will ideally have:

• Proven experience managing teams within a customer service, contact centre or operational support environment.
• A strong track record of improving processes, operational efficiency and service delivery.
• Experience managing KPIs, analysing performance data and implementing measurable improvements.
• Excellent leadership, coaching and communication skills.
• Strong IT skills, including Microsoft 365, Excel, CRM systems and reporting tools.
• An understanding of process improvement, automation and the opportunities AI can bring to operational environments.
• Experience managing change, improving systems and working collaboratively across departments.
• Strong organisational skills with the ability to prioritise competing demands and manage resources effectively.

Experience with Power BI, Power Automate, Lean, Six Sigma or digital transformation projects would be advantageous, although not essential.

Why Apply?

This is an opportunity to take ownership of a key operational function within an established organisation, where your ideas, leadership and ability to drive improvement will have a genuine impact.

You will have the opportunity to shape how the team operates, introduce more efficient ways of working and contribute to wider business improvements.

If you are a hands on Operations Manager who enjoys developing people, improving customer service and making processes work smarter, we would love to hear from you.