Operations & Business Manager


Central London



Role Description

The existing employee will be on maternity leave from November onwards (dates to be established).

So, joining in September gives ample time to work alongside the existing employee and receive full training on the role.

An experience agency which creates and deliver with expertise, innovation, and care for the world’s most respected brands. Our offices are based in Holborn, which are available to employees at any time. However, mostly a home working-based organization.

Purpose – Operations Manager

This role offers a unique insight into the busy and dynamic running’s of event agency life. This role is fundamental to maintain the efficiency of the business and the productivity of the delivery teams. It will provide an opportunity to experience many parts of business life – financial, planning, operations, IT as well systems and processes. It will involve working with a passionate, open, and vibrant team of 15 full time staff and up to 40 freelancers/consultants.

Provide opportunity to go on-site and support events should that be of interest to the right candidate.

You will work closely with the senior leadership team to lead initiatives and internal projects and to develop sustainable plans to simplify and grow the business. Given the broad scope of the role, you will be required to work flexibly and dynamically across a varying set of tasks and objectives. You will be comfortable managing a number of different areas including strategic and financial planning, business management initiatives, ISO policies and annual certification and internal policies and communication.

Role Purpose Summary

  • To support all functions of the business and particularly the Executive Team

  • To manage workflow and resourcing of projects and project finance

  • To manage and maintain relationships with our office management team and other key suppliers to the business

  • To manage operations & process design including management of the office, IT infrastructure and the work from home environment for employees

  • To manage and maintain our ISO accreditation and all associated documentation on an annual basis

  • To manage freelance network and associated onboarding & contracts/NDAs

Key Accountabilities

Company Budgeting System (Procim)

  • Administrative support for the business in terms of managing the Procim software and licenses for employees and contractors

  • Set up new projects in Procim and support with building reports, raising PO’s and expenses as needed

Project Workflow Management

  • To proactively manage all project workflow in line with the project phases and to review on a regular basis and make recommendations to Director of Client Experience if alternative, more efficient ways of working are identified

  • Weekly management of project invoicing summary & any associated follow ups to lead producers

  • Oversight on active project margin with bi-weekly reporting to Director of Client Experience on projects of concern

  • Bi-weekly management of project status (pitch/active etc.) & review with Director of Client Experience

  • Proactive chasing of project owners for timely reconciliation of projects and review of final budgets by Account Director

Resourcing Management

  • Proactive management of project teams onto every new job and proactive planning for busy periods across all areas of the business

  • Manage and maintain the allocation chart, updating with all projects, pitches and maintain the contractor resource database

  • Track freelance availability, day rates, capacity and holidays and communicate to teams as required

  • Planning for cover for internal Client Experience team holidays

  • Weekly communication with the company on projects taking place that week

IT Infrastructure Management

  • Main POC for our IT supplier and responsible for escalating any issues to the Director of Client Experience

  • Intermediary POC between project teams and IT supplier in relation to setup of new email addresses, project folders and permissions / licenses to freelancers

  • Monthly review of project folder access to ensure data security and storage capacities

  • Monthly review of license levels for freelancers to manage costs to the business

  • End of project folder review to delete old files to reduce size of cloud storage and archive projects/client folders that are over 2 years old (once a year)

  • Responsible for set up and onboarding of new employees within the business, including equipment purchase, licenses and onboarding process

  • Maintaining records of all IT hardware across the business and working with IT supplier as required when replacement hardware is needed

  • To arrange and manage annual PAT testing of all provided equipment used by permanent team members in their working environment.

Client Experience

  • Conduct new permanent/ freelance starter inductions and train on company processes (ongoing support with process related questions as needed).

  • Issue NDAs and New Supplier forms & Sustainability questionnaire to new freelancers & suppliers and ensure all regular freelance NDAs are kept up to date

  • Maintain preferred supplier guide – arrange supplier meetings, record new, interesting and trusted suppliers and ensure technologically innovative ones

  • Share new supplier information with the Client Experience team, record new freelance CVs (at the end of each project and as and when required)

  • Maintain templates and useful resources folders

  • Maintain and issue client surveys – record feedback, produce reports for company meetings. Identify new ways to increase return rate for surveys

  • Maintain our business continuity plan and safe working policies in line with government guidelines. Including but not limited to:

  • Business operations continuity plan

  • Developing, maintaining, and implementing operational safe working policies (within offices and for onsite teams)

  • Support on RFP’s/company info requests as needed

Business support

  • Manage company cloud-based telephone and other utilities suppliers and ensuring provision of appropriate equipment and supplies in the office

  • Be the POC to answer all incoming calls to the main line and re-direct enquiries to the appropriate team members

  • Manage business accounts (Uber, Premier Inn, cabs, couriers etc.) and ensure all transactions are coded to the appropriate jobs on a monthly basis

  • Manage company 'Team' email account, delete junk and be aware of new suppliers, client requests, new briefs and important docs that need to be forwarded to relevant people

  • Staff welfare events and activities including booking and management of meeting space for monthly company meetings

  • Post management

  • Ensuring employees have necessary equipment to work from home

  • Responsible for company storage facility

  • Security provision of the office and record and manage the allocation of office passes for staff

  • Insurance management / relationship with providers

ISO Management

  • Updating and maintaining policies and procedures

  • Responsible for successful annual re-certification of ISO 9001 and 20121

  • Chief Data Officer for GDPR (General data protection regulation) and ensure data process on projects are adhered to throughout a project lifecycle

  • ISO 9001:

  • Annual accreditation and maintenance of levels

  • ISO 20121:

  • Annual accreditation and maintenance of levels

Experience and skills for the role

  • Experience in working in a busy agency setting would be ideal

  • Strong multitasking

  • Ability to forge relationships with new people

  • Attention to detail


  • Statutory employers pension contribution after successful completion of initial 3 months

  • Company mobile phone and laptop

  • Standard holiday entitlement - 25 days per annum plus UK bank holidays

  • Special leave day granted on your birthday (or nearest working day to it)

  • Flexible working policy

  • Primary place of work will be from home, with a once-a-month minimum commitment to attend a company day at our offices in Holborn, with travel expenses covered by company

  • Work from home tax relief allowance of £1.20 per day

  • CEO discretionary award availability

This position would suit

Agency Accommodation Manager, Senior Operations Manager Events, Senior Operations Events Logistics, Senior Operations Manager Logistics, Senior Events Manager, Senior Logistics Manager, Operations Manager Events, Operations Events Logistics, Operations Manager Logistics, Events Manager, Logistics Manager, Event Manager, Logistics Manager, Operations Manager, Operations Executive, Senior Operations Manager, Accommodation Services Manager, Operations Manager Accommodation Services.

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