Job Description

Role Purpose

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The Operations Manager is responsible for managing day-to-day operations, including scheduling, logistics, and operational support for consultants and internal teams. This role ensures smooth delivery of services, efficient resource utilisation, and high-quality client experiences. Additionally, the role provides operational insight to formulate business strategy and drives continuous improvement across processes.

Key Responsibilities

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Operations

Schedule consultant engagements and manage diaries Liaise with clients and internal teams to coordinate delivery Oversee travel arrangements, hotel bookings, and course materials Support virtual training setup and ensure technical readiness Prepare risk assessments and maintain operational documentation Manage end-to-end delivery of consulting and training services Drive efficiency and improve customer experience Develop, refine, and ensure compliance with operational processes to maximise efficiency and consistency Monitor and optimise consultant utilisation to achieve client-facing delivery targets Implement and enforce fatigue management standards to safeguard consultant wellbeing and service quality Determine operational requirements and be responsible for scheduling resources and logistics to achieve success within time and cost
constraints

Monitor and track operational activity to ensure preparation, planning and execution is completed in a cost-effective manner Delegate and allocate responsibilities effectively and efficiently to manage operational end-to-end delivery Set and maintain operational guidelines and policies and ensure these are being followed Create opportunities to challenge existing practices and experiment with ideas to find best solutions to improve customer experience, operational efficiency and deliver value Effectively manage shortfalls, complaints, findings and observations (NCR or QDR). Manage multiple tasks and projects, determining priorities as appropriate; with the flexibility to adapt and adjust to unforeseen circumstances

Financial Management

Validate supplier invoices and prepare financial schedules Provide operational and commercial oversight to ensure profitable delivery and ongoing achievement of utilisation performance Authorise Associate Consultant expenditure, maintaining within budget

People

Lead and support the Operations Admin Team Recruit, coach, and manage team members Ensure office coverage and smooth running of training logistics Build and lead operations team effectively, inspiring others to achieve the required outcomes and goals Identify and maintain the appropriate balance of resources necessary to efficiently deliver business objectives Promote diversity and encourage inclusivity Motivate team to drive high performance Celebrate individual and team success Exercise full management authority, including recruitment, appraisals, pay proposals, termination and other personnel actions

Suppliers

Coordinate Associate Consultant engagements Manage supplier relationships and assess value for money Own relationships with companies supplying the Operations Department Assess in line with ISO value for money on supplier service

Reporting & Improvement

Provide operational reports and insights Identify and implement process improvements Provide operational insight to Operations Director

Candidate Requirements

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Essential Skills and Attributes

Strong organisational and communication skills Ability to lead, manage, inspire and performance-manage a team Knowledge of how to build and operate a training operation in a commercial environment Ability to make independent, well thought through decisions Capability to improve efficiency and quality of support systems and processes Ability to take initiative and drive change Able to develop relationships with individuals at all levels throughout the business Capacity to read situations, understand environments and respond accordingly Capable of prioritising between revenue generating actions and time-consuming tasks with low yield impact Well-developed interpersonal, adaptive influencing and supervisory management skills Mentality of client service and taking responsibility beyond direct duties High level of motivation, determination and commitment

Experience & Qualifications

Experience in the aviation or travel industry Proficiency in Microsoft Office and scheduling tools Proven team management and problem-solving abilities Strong leadership and decision-making capabilities Experience in training and consulting operations Demonstrable ability to effectively lead both local and remote teams * Experience of training and consulting resource management within an entrepreneurial business