Operations Manager Contact Centre & Commercial
St Albans, Hertfordshire | Office Based
£44,000 £50,000 DOE | Full-time, Permanent
Were looking for an Operations Manager who thrives on turning ideas and initiatives into well-organised, measurable and successful operational delivery.
At Higher Education Partners (HEP UK), were growing, evolving and constantly looking for better ways to support our students, university partners and commercial teams.
This is a key role at the heart of that activity.
Youll work across the business to take agreed Contact Centre and commercial initiatives from idea through to launch and beyond making sure the processes, people, systems, data, communications and reporting are all ready to go.
Youll be the person asking:
What needs to happen? Who owns it? What could go wrong? Is everyone ready? And are we measuring the impact?
If youre highly organised, commercially minded, analytical and love bringing structure to complex projects, wed love to hear from you.
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Own the operational planning and delivery of key Contact Centre and commercial initiatives
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Project manage initiatives from planning and implementation through to launch and post-launch review
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Make sure campaigns, promotions, pricing changes and new initiatives are fully operationally ready before launch
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Coordinate processes, scripts, training, systems, website content and communications across multiple teams
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Manage timelines, dependencies, risks, actions and change control
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Work closely with senior leaders and functional teams to keep delivery on track
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Ensure campaign, promotion and pricing changes happen exactly when they should
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Build and maintain clear operational processes, workflows and ownership arrangements
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Develop reporting and measurement to understand whether initiatives are delivering the intended impact
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Monitor operational SLAs and resolution times, identifying issues and driving them through to resolution
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Use data to identify opportunities to improve operational performance, accuracy and efficiency
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Identify opportunities for automation and smarter ways of working
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Lead effective post-implementation reviews and ensure initiatives are properly closed and embedded
We're looking for someone who can bring structure, pace and accountability to a fast-moving environment.
You'll have:
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Proven experience managing operational projects or initiatives in a commercial, Contact Centre or similarly fast-paced environment
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Strong project management skills, with experience managing multiple stakeholders, deadlines, dependencies and risks
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Excellent analytical skills and the ability to turn data into clear actions
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Advanced Microsoft Office skills, particularly Excel and data analysis
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Strong process design and continuous improvement experience
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Excellent communication and stakeholder management skills
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Exceptional organisation and attention to detail
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A strong understanding of change control and operational readiness
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The confidence to challenge, escalate and keep things moving when delivery gets off track
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Experience within Higher Education, EdTech or OPM
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A Project Management, Lean or Six Sigma qualification
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Experience working with CRM, digital communications or operational technology projects
£44,000 £50,000 DOE
Office based St Albans
6% employer pension contribution
Health & wellbeing programme
Free flu vaccinations
Employee discounts
Employee referral scheme
Sick pay
On-site parking
You'll be joining a growing Higher Education business where things move quickly and your work will genuinely make a difference.
This is an opportunity to work across teams, influence how we operate and play a key role in making sure our biggest initiatives are delivered properly on time, on track and with measurable impact.
If you're a natural organiser, problem-solver and project driver who enjoys getting stuck in and making things happen, we want to hear from you.
HEP UK is committed to diversity and inclusivity.
Apply now and tell us what you can bring to HEP UK.
