Senior Operations Manager

About Us

1st Formations is the UK's leading company formation agent. Founded in 2014, we have formed over 1 million companies and assisted many thousands of clients to grow their businesses with expert advice on limited companies, reporting requirements, and corporate governance.

As an authorised Companies House eFiling agent, we offer quick and simple online company formation, for customers from the UK and overseas.

In line with the continued growth, we are seeking to recruit a talented Senior Operations Manager to help drive continuous improvement activity across our business operations in order for us to achieve our ambitious expansion plans.

Job Summary

Reporting to the Chief of Staff the Senior Operations Manager will become one of the middle leadership team within the Group and will be responsible for fostering a high-performance work culture across your teams.

You will be a natural leader and will be comfortable taking responsibility for all aspects of business operations across customer-facing and order-fulfillment departments, spanning both our Covent Garden and Glasgow offices.

The Senior Operations Manager will ensure departments have robust and timely individual and team reporting, with all staff members being provided with challenging targets to ensure staff are working productively, and to improve motivation.

The Senior Operations Manager will also be responsible for auditing and improving processes within and between departments, as well as introducing and project-managing technological solutions to improve efficiency, where applicable.

You will train and mentor line managers, and identify and champion other talented staff within the business, with the aim of assisting them to reach their potential and retaining their talents, so that their motivations align with our business goals.

Responsibilities

The Senior Operations Manager will:

• Oversee the operational effectiveness of all customer-facing and order fulfilment departments, ensuring customer-centric service delivery is met in the most cost-efficient manner.
• Be responsible for the operational performance of the following teams: Sales and Support Team, Company Secretarial, Compliance, Business Information, London Mail Team and various other administration teams.
• Assist with operational projects outside of BAU, e.g. office moves, etc.
• Review and, where necessary, improve company-wide practices on an ongoing basis to increase efficiency and productivity.
• Ensure a high-performance culture is instilled and advocated across your departments
• Ensure adherence to company policies and procedures across all departments under your span of control.
• Ensure cross-departmental processes and communications are seamless and clear.
• Ensure adherence to anti-money laundering policies, PCI Data Security Standards and GDPR within your teams.
• Create and propagate robust and clear company policies where relevant.
• Oversee the implementation and maintenance of quantifiable productivity metrics, targets and reporting for teams and individual staff members under your span of control, to ensure optimal productivity and motivation.
• Create fail-safe and contingency policies to improve business continuity plans in the event of service interruption within your departments.
• Attend and take an active role in Service Improvement Meetings, with the aim of ensuring customer feedback provided by the Customer Service Manager is acted on to improve customer satisfaction within your departments.
• Carry out monthly 1-2-1 meetings with your line managers.
• Advocate a continuous improvement philosophy amongst all departments within your span of control.
• Oversee talent acquisition by line managers under your span of control, to ensure discerning and effective recruitment in line with the company’s goals and culture.
• Exhibit a willingness to learn and study the technical aspects of the corporate governance industry.
• Exhibit an exemplary commitment to complete all tasks in a timely manner, outside of normal working hours where necessary, in line with the company’s high-performance culture of achievement.
• Provide strategic advice to the Senior Management Team, where applicable.

Required Experience

• A proven track record in operational management experience
• Experience in some areas of the Human Resource process would be advantageous
• Exceptional problem-solving skills
• Excellent communications skills
• A pragmatic approach to identifying and driving continuous improvement opportunities.
• Strong leadership skills
• A positive and resilient outlook.

Education

• Degree qualified

Who we are

• Leading e-commerce Corporate Services Group
• Services include Company Secretarial and Corporate Governance, Company Formation, Serviced Offices, Business Telephony and Address Services
• Customer base – 500,000
• Covent Garden, London HQ
• 90 employees
• Founder/owner CEO
• Revenues circa £13M
• Profitable and growing at 20% per annum

Job Types: Full-time, Permanent

Salary: £60,000.00-£80,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Private dental insurance
• Private medical insurance
• Profit sharing
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus scheme

Education:

• Bachelor's (required)

Work authorisation:

• United Kingdom (required)

Work Location: One location

Reference ID: ASSOM10223
Expected start date: 06/03/2023