Operations Manager

About the role

We are seeking an Operations Manager to serve as the primary operational point of contact for our clients. The role focuses on building trusted relationships, overseeing governance processes, and ensuring seamless delivery of services across multiple functions.

Key responsibilities

• Manage client relationships, act as the main operational contact, and proactively resolve issues.
• Establish and run client governance routines, prepare status reports, action trackers and facilitate outcome‑driven meetings.
• Own intake, prioritisation and tracking of client requests, coordinating with technology, process and resource teams to meet service‑level agreements.
• Produce and validate client‑facing operational reports, analyse recurring issues and lead continuous‑improvement initiatives.
• Allocate resources across service lines, coordinate interview scheduling, maintain timesheet data and monitor utilisation.

Required profile

• Proven experience in client relationship management and issue resolution.
• Ability to lead governance meetings and document actions and ownership.
• Strong coordination skills across cross‑functional teams and experience managing RAID items.
• Analytical mindset for reporting, performance trend analysis and process improvement.
• Experience in resource planning, scheduling and utilisation monitoring.

Required skills