Presentations Operations Manager
Salary : £43,000 per annum, plus company benefits
Location: Leeds, LS10 1AB
Contract : Permanent, full time
Hours: 37.5 hours per week
Shifts : Mon-Fri. Flexibility to work day, evening, and overnight shifts is required.
Break: 30 mins
Work model : Full time onsite
Williams Lea seeks a Presentations Operations Manager to join our team!
Williams Lea is the leading global provider of tech-enabled business and marketing services helping clients manage and transform processes through resilient, scalable 24/7 operations. We combine deep expertise, agentic AI-embedded workflows, and a global delivery model into a tech-enabled, seamless human expert-in-the-loop experience that helps clients achieve superior business outcomes.
Built on a strong heritage and great client relationships, we harness deep industry expertise, emerging technology and our global "Optishore™" delivery model to plan, build, execute and measure business processes, driving operational agility and digital transformation at speed and scale.
Williams Lea, an RRD company, serves clients in 20 countries across four continents and has 15,000 employees worldwide.
Purpose of role
As Presentations Operations Manager, you will lead the Leeds Presentations team, ensuring the delivery of exceptional customer service, high-quality presentation support, and outstanding operational performance for our main account.
You will be responsible for service delivery, people leadership, financial performance, and continuous improvement, ensuring contractual SLAs, KPIs, and business objectives are achieved. Working closely with clients, stakeholders, and colleagues across Leeds and London, you'll drive team performance, develop talent, optimise resources, and identify opportunities to enhance efficiency and customer experience.
This is a hands‑on leadership role requiring a creative individual with strong operational management skills, commercial awareness, and a passion for delivering service excellence.
Key Responsibilities
Service Delivery & Operations
- Lead the day-to-day operation of the Leeds Presentations team.
- Ensure delivery of a high-quality, accurate, and client-focused service.
- Monitor workflow, capacity, and utilisation to achieve SLA, KPI, and budget targets.
- Drive continuous improvement in processes, productivity, and customer experience.
- Resolve operational issues and mitigate risks to maintain service excellence.
- Maintain and review operational procedures, quality standards, and compliance requirements.
- Collaborate with London-based teams to ensure consistency in service delivery, quality, and resource management.
People Leadership
- Lead, coach, and develop Team Leaders and Presentation Operators.
- Conduct performance reviews, regular 1:1s, and development planning.
- Support recruitment, onboarding, succession planning, and talent development.
- Manage attendance, absence, performance, and employee relations matters in line with company policies.
- Foster a collaborative, inclusive, and high-performing team culture.
- Ensure key communications are effectively shared across the team.
Client & Stakeholder Management
- Build and maintain strong relationships with clients and internal stakeholders.
- Act as a key point of contact for service feedback, escalations, and improvement opportunities.
- Monitor client satisfaction and identify opportunities to enhance service delivery.
- Ensure a professional, consultative approach in all client interactions.
Financial & Commercial Management
- Support budget management and cost control initiatives.
- Monitor operational performance, overtime, and resource utilisation.
- Analyse performance data and provide operational and financial reporting.
- Identify risks and opportunities to support business growth and contractual performance.
Key Competencies and Skills
- Experience with the Microsoft Office Suite.
- Experience with Adobe Creative Suite or presentation design services.
- Proven experience leading operational teams within a service-driven environment.
- Strong people management, coaching, and performance management skills.
- A customer focused mindset with a commitment to service excellence.
- Excellent communication and stakeholder management skills.
- Strong problem‑solving, planning, and organisational abilities.
- Experience using data and metrics to drive performance improvements.
- Ability to work effectively under pressure and manage multiple priorities.
- Experience working within a corporate or professional services environment.
- Familiarity with situational leadership principles.
Using AI in your application
We're happy for you to use AI tools to research us, polish your cv/cover letter, and practice interviews. Please make sure everything you submit reflects your authentic skills and experience.
To keep things fair, please don't use AI to invent or exaggerate achievements, complete assessments (unless we say it's allowed), or to generate live interview answers.
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