Operations Manager: Lead, Optimize & Elevate Service

TTC Group; West Midlands; On-site; GBP 42,000 - 62,000; Full time

Job summary

TTC Group is seeking an MIAD Operations Manager to lead the operations team, drive service excellence, and ensure targets and quality standards are met. You will oversee processes, escalation handling, and align with business objectives.

The role emphasizes leadership, operational oversight, collaboration across teams, and maintaining a positive, inclusive culture while upholding regulatory and company policies.

Qualifications

• Proven ability to lead and develop high-performing teams.
• Track record of delivering against KPIs and operational targets.
• Comfort with using data to drive decisions and improvements.
• Strong communication with multiple stakeholders and teams.
• Experience in managing performance and escalation processes.

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 to ensure coverage.
• Recruit, onboard, and manage facilitators to meet business targets.
• Handle invoicing and training bookings to support revenue goals.
• Review service quality and resolve escalated queries.
• Identify skill gaps, coordinate training and onboarding, and drive development.
• Communicate objectives, updates, and expectations clearly to the team.
• Collaborate with other teams to improve processes and outcomes.
• Promote a positive, inclusive team culture and manage performance.

Skills

Leadership

Performance management

KPI delivery

Data-driven decision making

Communication

Problem solving

Job description

TTC Group is seeking an MIAD Operations Manager to lead the operations team, drive service excellence, and ensure targets and quality standards are met. You will oversee processes, escalation handling, and align with business objectives.

The role emphasizes leadership, operational oversight, collaboration across teams, and maintaining a positive, inclusive culture while upholding regulatory and company policies.