Operations Manager - Adult Skills in London

The Operations Manager is responsible for the effective and compliant delivery of funded adult learning, vocational training and employability programmes. The role provides operational leadership across the learner journey, ensuring contractual outcomes, quality standards, learner achievement and organisational performance targets are achieved.

Through effective leadership, workforce planning and performance management, the Operations Manager will drive operational excellence, continuous improvement and positive learner outcomes. Working collaboratively with internal teams, employers, commissioners and delivery partners, the Operations Manager will support contract performance, service development and the successful implementation of new programmes and services.

Key Objectives

• Deliver high-quality, compliant and effective adult learning provision.
• Achieve contract performance, learner outcome and quality targets.
• Lead, develop and support high-performing delivery teams.
• Drive continuous improvement through effective use of data and performance management.
• Ensure excellent learner, employer and stakeholder experience.
• Support organisational growth, innovation and service development.

Key Relationships/Interactions

• Internal: AKG Learning’s Operations Director (OD) and Head of Operations (HoO), AKG Learning’s Learner Engagement Team, AKG Learning’s Operations Managers, AKG (UK) Functional Teams including Quality, Compliance and Administration, DSL and Safeguarding Team.
• External: Learners/Employers, Local Commissioner Partners, Subcontractors/Supply Chain organisations, Funding Bodies & Awarding Organisations, Industry best practice organisations, Operational peers from the wider delivery network.

Key Responsibilities

• Operational Delivery & Performance: Manage the effective delivery of funded learning programmes, ensuring contractual, quality and performance targets are achieved. Oversee workforce planning, resource allocation and operational performance to ensure efficient and high-quality delivery. Support the implementation of curriculum, delivery and quality assurance processes to maintain consistency and learner outcomes across programmes. Monitor performance through data, dashboards and management information, implementing timely interventions to address risks and underperformance. Maintain awareness of sector developments, funding requirements and quality standards to ensure compliance and continuous improvement. Collaborate with internal teams and stakeholders to support operational effectiveness, contract delivery and organisational objectives. Identify and mitigate operational risks, ensuring appropriate controls and improvement actions are implemented. Support the mobilisation and implementation of new programmes, contracts and services.
• Team Leadership & Workforce Development: Lead, motivate and develop high-performing delivery teams, promoting a positive, inclusive and learner-focused culture. Manage recruitment, onboarding, induction, performance reviews, PDRs and development planning for direct reports. Set clear expectations, objectives and accountability measures, using performance data and dashboards to drive continuous improvement. Identify training needs and coordinate CPD, coaching and development opportunities to strengthen team capability and performance. Monitor attendance, retention, achievement and progression outcomes, implementing timely interventions to support at-risk learners and maximise contract performance. Promote staff engagement, wellbeing and retention, supporting organisational initiatives and continuous improvement activities.
• Customer, Contract & Stakeholder Engagement: Create and maintain effective relationships that support business growth. Support the Sales team with account meetings and new business pitches as necessary. Establish and maintain relationships with external partners and delivery partners to align operational activities with contractual goals. Address customer complaints or issues related to your team, ensuring high levels of customer satisfaction. Develop effective working relations with commissioner representatives, ensuring communication and reporting is timely and clear. Monitor contract volumes, values and other KPIs; proactively addressing underperformance. Attend contract management meetings, networking events and other relevant meetings and events. Work closely with the sales team to ensure interviews and job starts are aligned to contract milestones and KPIs. Support the OD and bid team in the capacity of Subject Matter Expert (SME), providing examples, case studies, sector insights and identify new relevant products and services.
• Quality, Compliance & Continuous Improvement: Support quality and compliance to ensure delivery is fully compliant with internal quality frameworks, Ofsted EIF, DWP/DFE rules, and awarding body requirements (as applicable). Manage the maintenance of accurate records, including learner attendance, progress, learner support, completion and job starts. Effectively manage the e-portfolio to ensure timely uploading of evidence and learner entries, providing a clear audit trail to validate learning, planning, and feedback (if applicable). Work closely with the internal stakeholders to support standardisation, moderation, internal audits and self-assessment activities. Promote and support the completion of learner and employer surveys (internal, Trust Pilot) to gather meaningful feedback that informs quality improvement and enhances the learner and employer experience. Respond to feedback from learners, prime contractors, and internal stakeholders to drive continuous improvement. Support the timely resolution of complaints, following the escalation process and contributing to improvements through feedback and action. Lead a culture of safeguarding and wellbeing, ensuring all staff understand and comply with safeguarding procedures, Prevent Duty, and ED&I principles. Work collaboratively with the Quality & Compliance team to prepare for and during EQA visits, internal and external audits and inspections, including the development and actions of the SAR and QIP (as applicable). Support the implementation of new policy, process, efficiency improvements, products and services. Promote a culture of reflective practice and continuous learning.

Essential Skills, Knowledge and Experience

• Proven track record of managing operational teams within a skills/employability provider.
• Experience of managing contractual performance.
• Proven experience managing operational delivery teams across multiple sites and remotely.
• Skilled in problem-solving, prioritising and decision-making in fast-paced delivery settings.
• Experience of performance management, using available dashboards and systems to drive performance improvement.
• Ability to carry out data analysis to manage contract performance, with an ability to convert insight into meaningful strategies to enhance operational delivery.
• Excellent planning, organisational, communication and interpersonal skills.
• Good knowledge and understanding of Ofsted requirements.
• Confident user of Microsoft Office and digital learning platforms.
• Ability to adapt to a fast-paced and dynamic work environment.
• Ability to travel across the UK as required/agreed to meet business priorities.

Desirable Skills, Knowledge and Experience

• Business management or start-up environment experience.
• A good understanding of financial management and budgeting principles.
• Project management skills.
• Experience of supporting the development of bids and tenders.
• Experience of supporting the Nominee to prepare for and during Ofsted inspections.
• Ability to carry out data analysis to manage contract performance, with an ability to convert insight into meaningful strategies to enhance operational delivery.
• Confident communicator with the ability to influence and work collaboratively across internal and external stakeholders.
• An IQA qualification and experience of delivering quality assurance.

Compliance

It is the responsibility of all staff to abide by organisational policies to ensure compliance with relevant standards e.g. ISO 27001 (Information Security), ISO 9001 (Quality) and ISO 14001 (Environmental) as well as adhering to statutory duties in relation to safeguarding, Prevent and health and safety.