Operations Manager

Location: London office (Farringdon)

Employment Type: Full-time

Hours of work: 40 hours per week

Key Responsibilities

• Operational Delivery & Programme Management
  • Oversee the full lifecycle delivery of fire risk assessment orders, fire door inspection programmes, and asset survey work across the client portfolio.
  • Own and manage the operational delivery schedule, ensuring all programmes are completed on time, within SLA, and to the required quality standards.
  • Manage resource allocation and capacity planning across field-based assessors and office-based teams, balancing workload, geographic coverage, and client priorities.
  • Develop and continuously improve operational processes, workflows, and standard operating procedures to increase efficiency and reduce delivery risk.
  • Monitor programme progress and proactively identify bottlenecks, risks, or issues — implementing corrective actions to keep delivery on track.
• Data Analysis & Performance Management
  • Establish and maintain operational dashboards and KPI reporting to provide real-time visibility of delivery performance, team productivity, and client programme status.
  • Analyse operational data to identify trends, inefficiencies, and opportunities for improvement — translating insights into actionable process changes.
  • Use data to inform capacity planning, forecasting, and resource allocation decisions across the business unit.
  • Conduct regular data quality audits to ensure accuracy and integrity of operational records, programme data, and client reporting.
  • Prepare and present performance reports to senior leadership, highlighting key metrics including completion rates, SLA adherence, quality scores, and team utilisation.
  • Directly manage and lead the Account Manager and Senior Account Manager team, setting clear objectives, providing regular feedback, and conducting performance reviews.
  • Foster a high-performance culture built on accountability, collaboration, and continuous improvement.
  • Identify skills gaps and development needs within the team, coordinating training and professional development opportunities.
  • Lead regular team meetings, one-to-ones, and operational briefings to maintain alignment and momentum.
• Quality Assurance & Compliance
  • Implement and oversee quality assurance processes for all compliance deliverables, including peer review of fire risk assessments and fire door inspection reports.
  • Ensure all operational activity complies with relevant legislation and standards, including the Regulatory Reform (Fire Safety) Order 2005, the Building Safety Act 2022, and associated British Standards.
  • Own the escalation process for operational issues, client complaints, and quality concerns — ensuring timely resolution and root cause analysis.
  • Support audit readiness and maintain robust documentation of operational processes and compliance records.
• Client & Stakeholder Coordination
  • Work closely with the Group Client Services team and Executive Account Manager to ensure client expectations are met and service delivery is coordinated across business units.
  • Act as the operational point of contact for key client accounts, attending client meetings and business reviews as required.
  • Collaborate with the Riskhub SaaS product team to optimise the use of the platform for operational tracking, reporting, and client-facing dashboards.
  • Coordinate with the Business Development Manager and senior leadership on operational feasibility and resourcing for new business opportunities.

You should apply if you:

• Have a minimum of 4 years' experience in a data analysis or business intelligence role, with a proven ability to build dashboards, analyse operational data, and translate insights into decisions (essential).
• Have a minimum of 4 years' experience in people management, including direct line management of operational or client-facing teams (essential).
• Have a demonstrable track record of managing operational delivery in a service-based, compliance, or consultancy environment — ideally within fire safety, building compliance, property services, or the wider built environment sector.
• Are highly proficient in data analysis and reporting tools (e.g. Excel/Google Sheets at advanced level, Power BI, Tableau, or similar), with the ability to design and maintain KPI dashboards.
• Have experience with CRM or operational management systems (HubSpot experience desirable).
• Possess strong organisational and project management skills, with the ability to manage multiple concurrent programmes and competing priorities.
• Are a confident and empathetic people leader who can motivate, develop, and hold teams accountable.
• Have excellent communication skills with the ability to present data-driven insights clearly to both operational teams and senior leadership.
• Demonstrate a process improvement mindset, continuously seeking to optimise workflows and eliminate inefficiency.
• Have strong commercial awareness, understanding how operational performance impacts client retention and business profitability.
• Knowledge of fire risk assessment processes, fire door inspection programmes, or passive fire protection compliance.
• Understanding of relevant fire safety legislation including the Regulatory Reform (Fire Safety) Order 2005 and the Building Safety Act 2022.
• Experience working with housing associations, local authorities, or social housing providers.
• Familiarity with SaaS platforms used for compliance tracking and operational workflow management.
• Formal qualifications in data analytics, operations management, or project management (e.g. Prince2, Lean Six Sigma, or equivalent).

Benefits

• 25 days paid annual leave plus statutory holidays
• Birthday leave
• 4PM finish on Fridays
• Flexible working environment with 4 days in our London hub (Farringdon)
• Comprehensive medical and dental insurance

Culture & Community

• Weekly afternoon tea/pastries and monthly pizza days
• Regular team events and socials
• Coffee machines and fruit bowls in office
• Learning and development fund
• Performance-related bonus
• Electric vehicle scheme

Work Location: The role is based in our London hub, located in Farringdon for 4 days office based and Friday working from home. We prioritise diversity and inclusion, recognising the importance of representing our diverse customer base. We strive to attract the best talent and create an environment that supports and includes all individuals.