Head of Business Operations

The Head of Business Operations will play a key leadership role within The Brain Charity, leading and overseeing the effective and safe delivery of a range of business and operational activities. This includes responsibility for premises management, health and safety, data protection compliance, ICT systems, and operational services such as room hire and café provision. Working closely with the Chief Executive Officer and senior colleagues, the role will ensure that systems, processes and services run efficiently, meet regulatory requirements, and support the charity's wider objectives. The postholder will also lead on continuous improvement, oversee operational performance, manage budgets and commercial activities, and develop sustainable income-generating services that support people living with neurological conditions.

Key Responsibilities

• Management of Physical Assets: Hold responsibility for the organisation’s assets register. Ensure that all buildings owned by the organisation and their fixtures and fittings are maintained to a high standard in a cost-effective way.
• Health Safety, Security Business Continuity: Provide leadership and assurance on the effectiveness of Health Safety controls across the organisation. Ensure the safe, secure and continuous operation of the charity’s premises, including oversight of access arrangements, security controls, and incident response. Ensure Health Safety and food safety policies are in place, effectively implemented, embedded into day-to-day operations, and consistently monitored to maintain full compliance across all operational activities. Ensure statutory checks, monitoring activities and remedial actions are completed, documented and reviewed in line with regulatory requirements. Maintain organisational readiness for incidents affecting premises safety, security, or continuity of service delivery, and act as the designated Deputy within the Business Continuity Plan, carrying out responsibilities in line with the defined scope and actions of the plan. Act as a designated security key holder and first point of contact for premises alarm activations and building security incidents, ensuring appropriate timely response and escalation.
• Data Protection GDPR: Support and contribute to ensuring compliance with GDPR and data protection legislation across the organisation. Support the CEO and senior leadership team in meeting data protection responsibilities, including compliance reporting and engagement with the ICO and Subject Access Requests where required.
• ICT, Digital Systems Oversight: Provide oversight of ICT infrastructure, Microsoft 365 accounts and CRM systems, ensuring they support operational and business objectives. Produce and present quarterly reports covering ICT performance, KPIs, system risks and improvement activity. Manage supplier relationships and contracts for IT support services, including due diligence, contract management and renewal. Support ICT and CRM development initiatives in line with organisational priorities. Ensure compliance with Cyber Essentials requirements and oversee the organisation’s cyber security posture.
• Operational Management: Take responsibility for improving the performance, productivity, efficiency, and profitability of the café, room hire services. Work collaboratively with the Communications Team to support the promotion and advertising of business activities, including room hire and café services. Lead and manage facilities refurbishment and improvement projects, ensuring they are delivered safely, on time and within budget. Oversee contractor engagement ensuring compliance with Health Safety and contractual requirements during works. Ensure appropriate insurance policies are in place, regularly reviewed and maintained in line with organisational risk exposure. Act as the operational lead for insurance-related matters, including renewals and claims support. Support the CEO and Trustee Board with financial matters relating to business activities as required. Monitor and analyse business data, producing reports and delivering presentations to senior management and the trustee board.
• Financial Management: Set and manage budgets for existing product and service delivery. Forecast sales targets and monitor progress against these. Support the CEO and Trustee Board with financial matters related to business activities as required.
• People Management: Take responsibility for being up to date with the charity’s current policies and procedures and ensure they are adhered to by all staff within your department. Monitor, performance manage and improve the efficiency of all direct reports. Support the professional development of all direct reports. Provide ongoing and regular formal supervision through the organisation’s supervision and appraisal framework. Motivate staff to achieve their KPIs through quality controls. Monitor, train and support all volunteers. Delegate tasks to achieve the overall aims of the organisation in line with own responsibilities. Contribute to The Brain Charity management rota when required.
• Other: Take responsibility for being up to date with the charity’s current policies and procedures and to adhere to these. Actively support promotional and fundraising events for The Brain Charity, attending a minimum of 1 fundraising or client-focussed event over the course of a year. Assist and support volunteers within the team as and when required. Carry out any other reasonable tasks which may be required by the charity from time to time. Regularly provide cover for all aspects of the department you belong to during any absence relating to your colleagues.