Operations Support Manager: AI-Driven Process Optimisation

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

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.