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Operations Manager

Background

Alva is an award-winning supplier of stakeholder intelligence to communications and business leaders at the world’s major enterprises. We are seeking an Operations Manager to drive efficiency, implement automation and standardise the work of the client delivery teams.

The role is focused on resource planning, workflow management, process design, system implementation, time-tracking, analyst training, and ensuring that alva’s best-in-class deliverables are produced efficiently and consistently. The role reports into the Chief Client Officer.

This is a tremendous opportunity for the right candidate to maximize and strengthen the internal operations of a well-respected, high-impact organization. We are looking for someone that is committed to the position, has strong organizational and problem-solving skills, and is a professional, warm, and positive team-player.

Role

The Operations Manager is responsible for:

  • Planning and scheduling the work of alva’s analyst team
  • Forecasting required staffing levels
  • Liaising with HR / Recruitment to maintain capacity
  • Ensuring that client engagements are correctly configured in project management and time-tracking systems
  • Measuring and reporting on project progress and margins, and ensuring compliance with project management milestones
  • Review existing analysis production processes and recommend efficiencies
  • Document all analysis production processes and make them easily accessible
  • Introduce process to ensure that alva deliverables are consistent in terms of format and adhere to the company’s style guides
  • Collating feedback from alva’s analyst team on how deliverables are produced, and identifying opportunities for driving greater efficiency and quality
  • Overseeing and maintaining the mechanism for analyst certification
  • Maintenance of alva’s pricing model
  • Day-to-day management of freelance staff and suppliers
  • Work closely with alva’s Tech team to drive workflow efficiencies via automation and standardisation
  • Develop processes that enable the target gross profit margins
  • Work closely with Finance and recommend efficiencies to improve profit margins.

Key Skills

The successful candidate will demonstrate the following:

  • Extensive workflow management and quality control experience
  • Experience coordinating teams and training staff
  • Excellent time management skills with a proven ability to manage multiple workstreams, while maintaining strong attention to detail
  • Knowledge and experience of managing and negotiating with BPO suppliers
  • Experience in developing and designing training manuals, process outlines, and implementation procedures)
  • Proven skills in developing creative and innovative ways to improve business processes
  • Experience implementing automation systems and standard processes
  • Experience calculating costs of production and gross profit margins

Key Qualifications & Attributes

  • Bachelor’s degree
  • 5+ years of operations experience required
  • Exceptional analytical skills and attention to detail
  • Familiarity with software-based project management and time-tracking solutions
  • Ability to inspire a culture of excellence
  • Strong communication skills with the ability to interact with multiple stakeholders
  • Problem-solving with the ability to apply critical thinking
  • Excellent time management skills
  • Ability to work both independently and as part of a team
  • Strong customer service mentality
  • Ability to take initiative and solve problems creatively
  • Ability to prioritize multiple, competing demands

Benefits

  • In-house training and accreditation at a world-leading stakeholder intelligence firm
  • Flexible working environment
  • 25 days annual leave
  • Charity days: paid time off to support local charities and communities
  • Employer pension contribution
  • Monthly £100 ‘Extra Mile Award’
  • Access to free or discounted products and services via Perkbox
  • Fun and social work environment: Friday afternoon drinks and social events
  • Access to online training courses provided via Udemy
  • Referral bonus for recommending candidates that are successfully hired
  • Cycle to work scheme

Contact Details

To apply for the position or for further information, please email your CV and cover letter to careers@alva-group.com.

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