Operations Support Manager

Cambridge University Press & Assessment; Hartford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading educational publisher in the United Kingdom is seeking an experienced Operations Support Manager to lead team operations and improve service delivery. The successful candidate will ensure business-critical processes are completed on time while fostering collaboration and continuous improvement. With a strong focus on customer service, this role requires exceptional leadership and interpersonal skills, as well as a passion for empowering others. Comprehensive benefits include flexible rewards, private medical insurance, and an annual bonus.

Benefits

28 days annual leave plus bank holidays

Private medical insurance

Discretionary annual bonus

Group personal pension scheme

Life assurance up to 4× annual salary

Green travel schemes

Qualifications

• Proven experience in a management role, preferably in operations.
• Strong interpersonal skills to foster team and stakeholder relationships.
• Ability to manage multiple tasks under pressure with tight deadlines.

Responsibilities

• Supervise system use and team operations for business-critical processes.
• Maintain documentation of Process Flows and Work Instructions.
• Plan and review key operational activities and mitigate risks.
• Drive continuous improvement through process enhancement and collaboration.

Skills

Customer service orientation

Team leadership

Attention to detail

Process improvement

Collaboration

Job description

These are exciting times for Cambridge University Press & Assessment as we look to modernise our systems and strive to find creative and innovative ways to improve our products and services to customers. To enable us to meet the ever-increasing demand for our services, we are seeking to appoint an experienced, enthusiastic and dynamic Operations Support Manager, who will thrive in this changing environment and is motivated by delivering excellent customer service. This role, within the Cambridge English Qualifications team, encompasses a range of tasks and responsibilities, where you will:

Responsibilities

• Lead and support team operations by supervising system use, guiding direct reports, and ensuring accurate, timely completion of business‑critical processes.
• Lead direct reports through a thorough bi‑annual documentation review, where comprehensive and compliant Process Flows and Work Instructions are created, reviewed, updated and signed off.
• Assist Senior Operations Administrators in managing their teams and workflows effectively.
• Plan and review key activities including peak periods, bespoke sessions, and strategic projects, while identifying and mitigating risks and issues.
• Drive continuous improvement by reviewing documentation, enhancing processes, and collaborating with colleagues to implement effective changes.
• Foster team engagement through regular performance and wellbeing conversations, and by building and maintaining constructive relationships with internal teams and key external stakeholders, ensuring shared understanding of customer needs.

We are looking for a highly motivated, innovative and encouraging manager to join our team and help ensure our exam services are delivered on time and to a high standard. You will be an instinctive collaborator, consistently demonstrate a high attention to detail and be able to work effectively under pressure and to demanding deadlines. You will have a passion for helping others to realise their potential, through empowerment, recognition of progress and mutual respect. In addition, you will have a keen interest in process revision and improvement and be driven to become an expert of the processes you manage.

Benefits

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world‑class, flexible rewards package, featuring family‑friendly and planet‑friendly benefits including:

• 28 days annual leave plus bank holidays
• Private medical and Permanent Health Insurance
• Discretionary annual bonus
• Group personal pension scheme
• Life assurance up to 4 × annual salary
• Green travel schemes