Operations Manager

Overview

Location: London – hybrid (3 days per week onsite)

Duration: 12 months, starting June 2026

Aquent is proud to partner with a global leader in technology and innovation, a company renowned for shaping the future of digital experiences. This organization is at the forefront of developing groundbreaking solutions that impact millions worldwide, driven by a culture of excellence and continuous improvement.

Are you a visionary operations leader with a passion for driving efficiency and impact? We are seeking a highly motivated individual to step into a pivotal role where you will revolutionize operational processes and significantly enhance how critical programs are delivered. This is an extraordinary opportunity to leverage your expertise in process optimization, automation, and strategic planning to create scalable, world-class operations that directly influence customer experience and business success. You will be instrumental in designing, launching, and standardizing workflows, making a tangible difference in how our teams operate and innovate.

Key Responsibilities:

• Lead the design, launch, standardization, and optimization of operational processes for internal and vendor teams, utilizing comprehensive knowledge of process re-engineering, automation, outsourcing, and consolidation strategies.
• Drive the creation and maintenance of Standard Operating Procedures (SOPs), process maps, workflow documentation, help resources, and essential training and certification programs.
• Contribute to the execution of high-impact projects, partnering with relevant teams on scoping, execution, and management to solve scaled operational challenges.
• Conduct tracking and in-depth analysis of operational trends in process and workflow performance, identifying opportunities to enhance procedures, manage utilization, eliminate non-productive activities, and influence automation and robotics enhancements.
• Drive supplier and internal team selection, onboarding, performance reviews, and progress evaluations, integrating these seamlessly into overarching project strategies.
• Identify and define proper metrics, ensure data integrity, develop compelling dashboards, and publish operational metrics/KPIs to communicate performance effectively.
• Provide crucial feedback to service providers and internal stakeholders on process and product improvements, simplifying complex workflows and scaling operations. Collaborate with partner teams to implement process changes and define workflow efficiency scoring frameworks.
• Drive an exceptional end-to-end customer experience across programs, policies, and operations.
• Ensure operations comply with legal, risk, financial, and privacy guidelines, providing operational leadership and engaging teams to ensure effective performance. Develop review processes to proactively identify solutions.
• Strategize with quality specialists or directly with suppliers to ensure adherence to Service Level Agreements (SLAs) and Product Requirement Documents (PRDs), delivering business reviews and feedback on scaling strategies.
• Lead question resolution within SLAs, manage employee query exceptions and escalations, and streamline high-volume ticket types.
• Cultivate strong relationships with stakeholders, guiding them through policies and processes and assisting with escalations.
• Champion the sharing of successes, best practices, and learnings internally and externally through case studies, industry events, and training contributions.
• Conduct meetings with stakeholders to define business objectives and requirements, contributing to the delivery of solutions with optimal supplier/internal strategies and budget management.
• Ideate, launch, and scale solutions that significantly improve operational efficiency, customer experience, and key success metrics (e.g., cost savings, capacity planning, time savings) across various organizational levels.
• Strategically manage relationships with key stakeholders to effectively deliver and oversee operations and processes.

Minimum Qualifications:

• Proficiency in data analysis, synthesis, and planning
• Operational SLA knowledge
• Strong domain-specific knowledge and client understanding
• Queue and ticket management expertise
• Familiarity with automation tools and processes
• Project management skills
• Consultative skills

** This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. If you have not received a response within 48 hours of your application, please assume that you have not been selected for progression to the next stage of the hiring process **