Head of Operations - London, United Kingdom - Diversity and Ability

Diversity and Ability
Diversity and Ability
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Job description

At Diversity and Ability, our mission is to create intersectional neurodiversity and disability equity and inclusion. We provide one-to-one support, training, consultancy and technology.

We recognise the strength and value of lived experience, celebrating the voices of disabled and neurodiverse people with the aim of creating a world in which everyone can participate and thrive.


Are you a dynamic leader with a passion for operational excellence and a commitment to inclusivity? We're seeking a Head of Operations to join our team, where you'll play a pivotal role in overseeing the delivery of exceptional one-to-one support services to our clients and learners.

Reporting directly to the Director of Operations and People, you'll lead a team in ensuring high-quality service provision and strategic oversight across our operations.


From setting overarching goals to fostering a high-performing culture, you'll drive continuous improvement and optimise processes to meet business targets.

Your expertise in disability support services, particularly in DSA, will be instrumental in developing and optimizing our support offerings. With your exceptional interpersonal skills and collaborative approach, you'll cultivate key relationships with stakeholders, ensuring a streamlined client journey.


What You'll Do
Overall leadership and strategic direction

  • Provide strategic vision and leadership for the operations team, setting overall goals and objectives for team members
  • Lead and develop the bookings capacity and function, and ensure high performance and results are driven for the team to continuously deliver bookings targets
  • Ensure robust implementation and efficiency within the agreed processes in conjunction with the operations leads
  • Ensure compliance with industry best practices and guidelines as set by the student loan company, partners and the sector
  • Maintain oversight of capacity in the operations team and associate team to ensure effective recruitment and onboarding of new team members can take place without delay to service provision
  • To be instrumental in the onboarding process for new associates in conjunction with operations leads
Team management and development

  • Ensure a thorough understanding of the 'state of play' of the incoming work through the inbox, phones and from other teams to ensure effective support and resources for the wider team
  • Forecast effective use of time for the operations team members and support with timetabling and annual leave planning to ensure effective spread of responsibility in the team
  • Directly line manage and mentor members of the operations team, fostering a highperforming culture, providing coaching and feedback and celebrating successes
  • Support the operations leads to line manage effectively, ensuring a unified approach to achieving success in the team
  • Ensure consistent skill development through CPD opportunities for the operations team members
  • Support the operations team to achieve targets set and ensure individual and team success
Process optimisation and performance analysis

  • Drives continuous improvement of the booking processes, analysing data, identifying opportunities for enhancement, and implementing effective strategies.
  • Monitor use of software and processes used in the department to ensure the effective management of data and client journey
  • Oversees effective implementation of new partnerships and processes
Relationship building and management

  • Cultivates relationships with key stakeholders at universities and partner organisations
  • Lead on and support others to navigate complex client and learner scenarios including complaints
  • Overseeing complex onboarding process for new enablement hub and education sector clients into streamlined booking systems
  • Ensuring account managers and business development team members have the support and access to resources to enable effective client onboarding
Reporting and communication

  • Tracks and reports on team performance against KPIs, providing regular updates to leadership and directors
  • Work closely with other heads of department to develop a streamlined approach to all our services and strengthen the client journey

Person Specification:
Essential Criteria

  • Excellent interpersonal skills, capacity to build rapport, give feedback and undertake team development discussions
  • Proven track record of delivering strategic business targets
  • Ability to support and motivate a team to achieve targets
  • Experience developing and optimising support services for disabled people
  • Strong understanding of DSA services including assistive technology, SpLD Study Skills Support and mental health mentoring
  • Experience in line management and leading successful teams ideally in a bookings environment
  • A passion for creating inclusive cultures and using the social model of disability to build and more inclusive society
  • Ability to develop and execute strategic plans, ident
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