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

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