Head of Operations – Growing Communications Consultancy

Key Responsibilities

Agency Operations

• Manage the smooth day-to-day operation of the agency.

• Ensure operational processes are documented, efficient and scalable.

• Coordinate internal projects and business improvement initiatives.

• Support the implementation of leadership decisions and strategic priorities.

• Monitor operational performance and identify opportunities for improvement.

• Maintain operational policies, procedures and guidance materials.

Office & Workplace Management

• Manage relationships with serviced office providers and facilities suppliers.

• Oversee office moves, workplace planning and desk allocation systems.

• Ensure a productive and professional working environment.

• Coordinate health and safety administration and workplace requirements.

• Manage office budgets and operational expenditure.

Technology & Systems

• Ability to leverage AI tools to increase productivity and raise quality of operational outputs

• Act as the primary internal contact for IT suppliers and managed service providers.

• Oversee the agency's operational technology stack including Microsoft 365 and related systems.

• Coordinate system upgrades, deployments and user adoption.

• Monitor service levels and supplier performance.

• Support implementation of new operational technologies and AI-enabled tools.

Supplier & Contract Administration

• Manage relationships with key operational suppliers.

• Coordinate procurement and supplier selection processes.

• Monitor supplier performance and value for money.

• Maintain records of supplier agreements and renewal schedules.

• Coordinate contract execution and administration.

• Produce client service agreements, employment contracts, supplier agreements and other regular contractual documents when the requirements conform to existing templates.

Project Coordination

• Support delivery of internal projects including technology implementations, office changes and organisational initiatives.

• Track actions, deadlines and responsibilities.

• Produce reports and updates for senior management.

• Ensure projects progress to agreed timescales and budgets.

Operational Reporting

• Prepare operational reports, dashboards and management information.

• Monitor utilisation, workflow and operational performance metrics

• Coordinate information requests from leadership.

• Support annual planning and budgeting processes.

Internal Communications & Administration

• Coordinate agency-wide meetings, town halls and internal communications.

• Maintain key operational records and documentation.

• Support onboarding and operational aspects of employee lifecycle management.

• Ensure administrative processes are completed accurately and on time.

Experience Required

Essential

• Approximately 8–12 years' operational management experience preferably within a marketing agency, communications consultancy, professional services firm or similar environment.

• Proven experience managing office operations, suppliers, systems and internal processes.

• Experience coordinating multiple projects simultaneously.

• Strong commercial awareness and budget management experience.

• Experience working closely with senior management teams.

Desirable

• Previous experience as an Operations Manager, Head of Operations or Practice Manager.

• Experience of Microsoft 365 administration and operational technology platforms.

• Experience of hybrid working environments.

• Experience implementing operational improvements and change initiatives.

• Exposure to AI-enabled business tools and workflow automation.

Skills & Attributes

• Highly organised and methodical.

• Strong project management capability.

• Excellent written and verbal communication skills.

• Comfortable dealing with senior stakeholders.

• Practical problem solver.

• Strong attention to detail.

• Able to prioritise effectively across multiple workstreams.

• Commercially aware and cost conscious.

• Confident managing suppliers and external partners.

• Calm and reliable under pressure.

Adjacent capabilities

Experience at supporting the HR function, legal/contractual duties, budgeting/forecasting, corporate transactions, and employee benefit schemes would be seen as positive.

Success Profile

The successful candidate will be an experienced agency operations professional who enjoys building structure, improving processes, coordinating projects and ensuring the business runs efficiently. They do not need to be an HR specialist, lawyer or finance professional but experience in these fields would assist. Fundamentally, however, they should be a capable operator who can bring organisation, discipline and consistency to a growing communications consultancy.

To find out more, contact Edwina Goldman – edwina@jflrecruit.com