Operations Manager
Emphasis Training Limited, United Kingdom

This role is an exciting opportunity to use your skills to make a difference in the work (and lives) of millions of people across the globe.

We’re on a mission to show companies around the world how to transform their written communications, and we’re looking for a skilled operations manager to keep the mission on track.

As the leader of our operations team, you'll use your skills in organisation, management, and technology to keep our training machine running smoothly.

Our expert business-writing trainers may be the face of our organisation but our operations team are our secret weapon. Their hard work makes our courses run smoothly and our learners get the most out of their experience.

With you at the helm, you’ll have a pivotal role in our continued success.

This is a fundamental role, as well as a busy and varied one. Your responsibilities will include:

• Strategic planning: you’ll develop, implement and manage the plans and processes that keep our workflows efficient, ensure available resource and maintain our high-quality training standards.
• Leadership and development: you’ll lead, motivate and develop the operations team, helping them to continuously improve, adapt to change and contribute to our company objectives. You'll also oversee and support our team of trainers.
• Course management: you’ll organise and manage the schedules of training courses, instructors and resources to make things run as smoothly and efficiently as possible.
• Customer service management: you’ll make sure that we handle all customer queries quickly and professionally. This includes helping your team with complex inquiries and resolving issues.
• Quality assurance: you’ll implement and oversee the processes that ensure excellence for our clients and learners.
• Performance analysis and reporting: you’ll regularly review and report on how well everything is running, find areas where we can improve things, and make the necessary changes.

The entire working world now relies on communication through the written word. We’re far more likely to email or message each other than we are to talk.

Every day, we send and receive more than 319 billion emails. Instant messaging, live chat and posting on social media occupy much of our working days. And that’s on top of the millions of reports and other documents that most organisations rely on to get things done.

But all this activity is hidden in plain sight, so it doesn’t get the attention it should especially as it goes wrong all the time. Like the instant message that accidentally infuriates a colleague or the waffly email that’s deleted on sight. Think of that impenetrable letter from your insurance company, the report that fails to convey critical information and the proposal that doesn’t win the business.

At Emphasis, we help organisations tackle all these challenges and more. We are the UK’s number-one provider of business-writing training and one of the world’s leading communications specialists.

Our clients include Premier League, Alzheimer's Research UK, Barclays, JP Morgan, 10 Downing Street, Deloitte, the United Nations and many of the world’s biggest law firms. To date, we’ve helped more than 80,000 people develop first-class business-writing skills, working with over 1,000 client organisations worldwide

Requirements

To succeed in this role, you will need all of the following:

• proven experience in operations management, preferably in the education or training industry
• strong leadership, decision-making and problem-solving skills
• the ability to work well and remain calm (and courteous) under pressure
• excellent organisational and prioritisation abilities
• superior verbal and written communication skills
• proficiency in Microsoft Office 365 and online meeting software
• a passion for excellent customer service
• the ability to work well with different stakeholders, including course attendees, client contacts, staff and trainers
• experience with change and project management
• experience with project management software and CRM applications.

The following would also be a distinct advantage:

(A liking for puns is also very welcome.)

Benefits

Benefits include:

• flexible working
• professional development
• private health insurance
• paid day for volunteering or charity work each year
• staff perks scheme.

Job Rewards and Benefits