HLH/2604/33 Senior Operations Manager in Inverness

Operational Management
Lead and manage the operations, promotion, development and delivery of facilities, programmes and services across the area to meet the needs of customers and communities. Oversee the daily operation of leisure centres and associated facilities. Ensure high standards of performance, presentation, and cleanliness across all sites. Act as key holder where necessary, ensuring security procedures are followed, including opening/closing and responding to out-of-hours calls. Support senior management in the delivery of strategic and operational objectives.

Health & Safety Compliance
Ensure all facilities operate in full compliance with HLH policies, procedures and strategic frameworks. Implement robust health and safety management practices, ensuring risks are identified, monitored and appropriately managed. Report concerns promptly and take corrective action to maintain safe environments for staff, customers and users. Promote sustainable working practices and aim to reduce waste in line with HLH environmental values. Ensure Health & Safety, Risk Assessment, Safeguarding, Protection and GDPR legislation policies are complied with, developing a culture of safety and inclusion and adopting a zero-tolerance position to any safeguarding, protection or violence issues.

Staff Leadership & Development
Promote a positive, collaborative and inclusive workplace culture aligned to HLH’s purpose of Making Life Better and the i-Care values. Recruit, manage, supervise and develop a high-performing team of leisure and facilities staff. Ensure staff receive appropriate training and development to deliver high-quality services. Support staff performance management, wellbeing and engagement to enhance morale and productivity. Pursue continuous professional development and actively contribute to the continuous improvement of services. Attend and complete required training, both online and in person. Ensure service and governing body training standards are met.

Customer Service & Community Engagement
Develop and maintain strong, positive relationships with customers, community groups, schools, user groups, parents and Head Teachers and boards. Actively engage with local communities to encourage appropriate and increased use of facilities and equipment. Ensure high standards of customer service across all centres, creating welcoming and inclusive environments. Strengthen partnerships with key stakeholders including HLH colleagues, Council services and external organisations. Consult with customers and staff to identify improvements and report to the Manager. Promote activity programmes, special projects, and community engagement initiatives. Attend meetings and events as required.

Financial & Administrative Duties
Monitor facility budgets, financial planning, reducing costs, and increasing income. Ensure compliance with financial regulations. Ensure accurate provision of performance management and operational data and prepare reports as required. Work collaboratively with partners to identify and secure external funding opportunities to meet defined community needs. Ensure administrative tasks are completed efficiently and in accordance with HLH policies and procedures.

Innovation, Marketing & Development
Review, develop and enhance facilities, programmes and services. Establish a sales culture and use social media as a marketing tool. Propose and contribute to new ideas, service developments and projects that improve participation, sustainability and performance. Support innovation and continuous improvement across leisure provision in the area. Work closely with the HLH Marketing and Communications Manager to develop and deliver effective promotional campaigns. Develop and support the growth and uptake of the High Life membership scheme.

Additional Information
Actively promote a positive and collaborative workplace culture that supports the Charity’s purpose of Making Life Better and i-care values to increase morale, productivity and performance. Pursue continuous professional development and contribute to the continuous improvement of Inverness Leisure Centre and High Life Highland as a whole. Attend and undertake any training online or in person. Aim to reduce wastage and uphold our environmental values of being as sustainable as possible in all tasks. Assist and support other areas of High Life Highland with particular projects, training or in the event of holidays or sickness working cross-functionally across the Leisure team. You will be expected to work at various locations on a varied rota including regular evenings and weekends. You may be asked to undertake other duties appropriate to the role. Job description may be updated periodically to reflect service needs. Maintain an awareness and knowledge of the risk management responsibilities appropriate to their role, as identified within the HLH Risk Policy and associated guidance documentation.