Senior Operations Manager (Delegate Management Services)


Up to £47k


Role Description

"Keep Calm – OUR Operations Manager is here!"

Our client is a leading Meeting and Events agency specializing in Premier Event planning. They work with an outstanding portfolio of clients to make sure that every detail is considered when planning their event. They have a fantastic opportunity for a Senior Operations Manager join their rapidly expanding global team.

Our client offers an excellent salary and benefits package, training programmes, career development and a dynamic work culture!


The Senior Operations Manager reports to Operations Director DM and Accommodation and is responsible for operational excellence of all aspects of delivery.  Working closely with the Operations Director to support the commercial and product strategy of the division.


The Senior Operations Manager role involves line management:

  • Overall responsibility for resourcing, motivation, engagement, management, and development of direct reports to create and maintain a high performing team

  • Responsibility for several Client Operations Teams and Client Leads, being the senior operational contact for customers and internal teams

  • Actively encourage the evolving process improvement as a culture within teams

  • Pro-actively develop plans to motivate and engage teams

  • Develop and implement training plans for staff to ensure continuous performance improvement and personal development


Drive strong commercial results for the business through efficient project deliveries and sound commercial pricing decisions:

  • Responsibility for overall resource planning including budget management and cost centre control

  • P&L responsibility working alongside the Operations Director

  • Responsibility for overall operational profitability and ownership of reporting

  • Improve profitability through operational efficiencies, full utilisation of correct resource and continuous improvement working with LOB Operations leads.

  • Mentor teams and advise on negotiations whilst leveraging relationships

  • Oversee financial controls with the teams - cost/revenue/profit/cash flow/uplifts/contribution

  • Work to targets set by Operations Director to improve performance and contribution

  • Maximise business opportunities with Account Management and Sales teams whilst supporting and driving the LOB strategy

Best Practice & Improvement

  • Support the Operations Director to drive new thinking and operating model, supporting Senior Team in business change initiatives

  • Develop robust processes for the division and ensure these are constantly reviewed and improved in line with business change

  • Responsibility for client contracting working with relevant Legal parties

  • Work on solutions for sales leads with the Operations Director including pricing and contracts

  • Ensure all projects meet the current Data Privacy and Security requirements

  • Review and monitor ongoing operational activities, identify improvements, prepare business case/recommendations for change, oversee implementation, and monitor for actual improvement

  • Promote a high-quality customer service environment by developing Client feedback measurements and reviews

  • Be responsible for the training and the induction of new employees, with the appropriate line manager to ensure understanding of ES services, operational processes and expectations

  • Continuously share best practices, knowledge with other team members

  • Attend client meetings as necessary to support teams and be point of escalation

  • This role requires travel and on-site support


  • Demonstrate highest standards of integrity, sound judgement and excellent communication

  • Establish and promote collaborative, positive and effective working relationships across the teams

  • Participate in a positive environment where team members feel valued and look forward to coming to work

  • Develop a strong internal network and establish multi-level relationships within ES LoB and the wider business

This position would suit

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