Operations Manager
Thomas International, United Kingdom

The Operations Manager will work with the Operations Director and COO, to help build and then execute the operational improvement roadmap for the business. Responsible for day-to-day oversight and management of the implementation of that roadmap and owns a number of the underlying operational aspects of the business as set out below.

• Working with the Operations Director and COO, help design, manage, improve and automate the operational systems and processes to deliver the best experience of products and services to the customer base.
• Scope covers direct and indirect (Channel) businesses globally, and the role requires the ability to create and optimise processes that support the functioning and growth of a global business.
• Using a continuous improvement approach, constantly question ways of working and look for improvements that can benefit both internal stakeholders and external customers.
• Drive the planning and execution of the communication strategy around changes in the operational processes across the organisation.
• Be responsible for the clear and up to date documentation of processes, ensuring that such documentation can be readily accessed by whoever needs it across the business. Document processes and procedures for the third-party monitoring (e.g. ISO).
• Support all functions of the business to work together and facilitate communication when working on the process improvements or project delivery.
• Develop understanding of the Channel operations practices and ensure alignment with the direct business practices.
• Be involved in strategic planning aspects of process improvement with the need to also be ‘hands on’ in the delivery of project work, either directly or working with and through stakeholders from other teams and geographies.
• Work in close cooperation with the PMO function to review project statuses and progress, as well as workloads and manpower to ensure targets are met.
• Work with people at all levels across the organisation, including significant time with and exposure to SLT members to ensure that plans align with needs of the SLT and wider business.
• Ensuring that the staff across the business adhere to the agreed processes and are operating efficiently.
• Help Operations team members with the implementation of Quality approach and ISO standard in the business.

• Provide SLT with regular updates on progress of any change management programmes and efficacy of the ongoing processes.
• Perform regular and ongoing operational analysis to inform the operational improvement roadmap and planning process.
• Monitor the efficacy of processes through both qualitative (interviews and internal and external feedback) and quantitative measures (KPIs and metrics) including, where possible ROI calculations on benefits of improved processes (e.g. through freeing up selling time for sales people).

Requirements

• Project management experience and expertise, particularly in running multiple simultaneous complex projects
• Experience of managing stakeholders across functions and geographies to drive change
• High level of interpersonal skills
• Good people management skills
• Strong written communication skills
• Excellent time management
• Organisational skills
• Analytical and problem-solving skills
• Presentation skills
• Ability to engage senior stakeholders
• Drive and resilience
• Excellent facilitation and coaching capabilities to lead individuals and teams through change processes
• Analytical capability amp; ability to understand and deliver key metrics
• Ability to take direction and execute strategy
• Working knowledge of French or Dutch is considered an advantage.

Benefits

• Holiday 25 days per annum, plus the opportunity to purchase up to an extra 5 days per annum through the salary sacrifice holiday buy scheme (plus an extra day off for moving house!)
• Auto enrolment pension available through salary sacrifice
• Westfield Health cash plan where members of Team Thomas can claim back for various healthcare appointments (including dental and optical), as well as a 24-hour counselling and advice line
• My Specialist GP a private GP surgery located in Marlow, which is available for all members of Team Thomas to use for emergency on the day appointments, paid for by Thomas International
• Gym Membership Thomas International will either pay up to 28 per month towards gym membership at any nationwide gym, or 28 per month towards membership at The Marlow Club (a gym and swimming pool located close to the Marlow office)
• My Thomas Advantage a com

Job Rewards and Benefits