Job Title: Business Operations Manager
Location: Leeds (Office Based)
Salary: £38,000 – £45,000
Contract length: 12 months
About the role:
We are seeking an experienced Business Operations Manager to take ownership of our core operational function and bring clarity, stability, and consistency to service delivery.
This is a hands on operational leadership role, not a role where systems are already perfected. You will be stepping into a function in transition and will be responsible for creating operational grip ensuring admin workflows are reliable, teams are clear on expectations, and services are delivered consistently and professionally.
You will lead our admin and service coordination team, acting as the first point of control for day-to-day operational delivery. Your work will directly underpin the experience of families, schools, commissioners, and clinicians, and will give senior leadership confidence that operations are running smoothly.
This role is ideal for someone who enjoys bringing order to complexity, making sound operational decisions, and holding high standards in a calm, structured way.
Key Responsibilities:
Operational Leadership & Service Delivery
- Oversee daily admin and service delivery operations
- Ensure bookings, scheduling, follow-ups, and communications run smoothly
- Maintain visibility across caseloads, therapist capacity, and service demand
- Identify risks and bottlenecks early and resolve them proactively
- Support consistent service delivery across all client types
- You will work closely with clinical leadership to ensure operational delivery supports safe and effective clinical practice.
Workflow Ownership & Control
- Own end-to-end admin workflows across Private Clients, Local Authorities, Schools, and Youth Justice Services
- Translate documented processes into clear daily working practices
- Ensure processes are followed consistently, not just written down
- Monitor performance against agreed operational standards
- Prevent process drift and maintain long-term consistency
Team Management & Accountability
- Line manage the admin team
- Set clear daily and weekly priorities
- Balance workloads and manage capacity
- Address underperformance in a fair, structured way
- Create an environment of professionalism, clarity, and accountability
People Operations
- Support onboarding and operational readiness of new staff
- Lead performance management, including objective setting and feedback
- Maintain role clarity, behavioural standards, and expectations
- Manage day-to-day people matters and absence, escalating formal HR issues appropriately
Decision Making & Escalation Control
- Act as first point of escalation for operational issues
- Make confident decisions within agreed boundaries
- Reduce unnecessary escalation to senior leadership
- Ensure issues are resolved at the right level and at the right time
Systems, Data & Operational Visibility
- Ensure systems support operational workflows effectively
- Drive adoption of SOPs and agreed working practices
- Improve the accuracy and usefulness of operational data
- Use insight to inform capacity planning and service stability
About You
Essential Experience
- Experience leading operational or service delivery functions
- Experience managing or supervising admin or support teams
- Experience working with structured processes and performance standards
- Comfortable operating in fast-moving environments where judgement is required
Desirable
- Qualification in business, operations, or management
- Experience in healthcare, education, or service-led organisations
Key Skills and Behaviours:
- Strong operational execution and delivery focus
- Able to turn processes into daily expectations
- Confident decision maker with sound judgement
- Comfortable holding standards and having direct conversations
- Calm under pressure and able to prioritise effectively
- Collaborative but clear on accountability
- Service-focused, understanding the impact of operations on client experience
- Committed to continuous improvement without destabilising delivery
