CRP Operations Manager

Role Overview: The role of the CRP Operations Manager reports to the Head of Global Initiatives and Standards and is responsible for providing people resources to Football. The successful applicant will work closely with the Global Standards and Initiatives team and Football Leagues/Events, delivering people resources to the requests made by football delivery teams. The successful candidate will oversee a team of approximately 90 operators of varying skill levels, ensuring effective resource allocation and utilisation, aligning customer demands and work/life balance for employees. They will also lead workforce development and understanding of what operational excellence is within the CRP and will be responsible for budget management and employee engagement.

Key Responsibilities

• Operational Leadership: Lead and direct the CRP Management team in delivering resourcing requests, working closely with the Training and Standard team to align the resources to the HEI standards. Execute strategic plans for the CRP, ensuring we have the right number of employees for our internal customer’s needs, and the CRP’s potential future growth as a pool of multi-skilled operators. Manage scheduling pipelines and forecast staffing needs for upcoming events over a 9-12 month horizon. Establish and maintain Service Level Agreements (SLAs) with supported projects, regularly reviewing adherence and addressing performance gaps. Implement action plans to mitigate resource shortfalls, including leveraging flexible staff during peak periods.
• Budget and Performance Management: Develop, manage, and monitor the CRP budget to ensure cost neutrality. Manage internal recharging rates across projects. Track and analyse key operational metrics, including resource utilisation and cost efficiency.
• Data Collection & Analysis: Establish feedback loops to assess the performance and quality of CRP staff. Use data insights to inform resource planning, operational improvements, and strategic decision-making. Regular Management reporting on the status of CRP, including the level of workforce, allocation, upcoming forecasting and action areas. Track progress reports against defined KPIs, and identify areas for improvement.
• People Management: Conduct objective performance reviews, providing actionable feedback to improve staff quality and performance. Ensure compliance with employment laws and regulations, manage worker relations and address employee concerns effectively. Champion employee engagement and work-life balance initiatives. Promote career development pathways and growth opportunities within the CRP. Foster a diverse, equitable, and inclusive workforce.

Skills and Experience Required:

• Strategic Leadership: Proven experience leading resource planning, workforce development, and performance management.
• Operational Excellence: Strong track record in managing large-scale operational delivery projects with complex communication lines.
• Budget Management: Experience managing budgets and forecasting.
• Data-Driven Decision-Making: Ability to collect, analyse, and act on operational data to improve team performance and efficiency.
• HR and Compliance: Strong understanding of performance management and employment law compliance.
• Problem-Solving: Solutions-focused mindset with a proactive approach to operational challenges.
• Organisational Skills: Meticulous planner with exceptional organisational skills, capable of managing multiple projects and priorities simultaneously.
• Interpersonal Skills: Excellent communication and relationship-building abilities across diverse teams and regions.
• Employee Engagement: Proven ability to implement engagement initiatives that enhance employee satisfaction and retention.
• Travel Flexibility: Willingness to travel within Europe and internationally as required.
• Innovative Mindset: Ability to thrive in a fast-paced, dynamic environment with a forward-thinking approach.

Why Join Us? This role offers the opportunity to play a pivotal part in the growth and success of a high-impact operational team supporting world-class football events. You’ll have the chance to shape the strategic direction of the CRP, drive innovation, and lead a diverse and talented workforce. If you’re a dynamic leader with a passion for operational excellence, budget management, and team development, we encourage you to apply.