Operations Manager

About the role

The Operational Manager will oversee the operational aspects of the Transport Management System (TMS), ensuring seamless service delivery, regulatory compliance and continuous improvement in efficiency and customer satisfaction. The role is based in Glasgow and supports teams across Glasgow, Stoke, Preston and remote locations.

Key responsibilities

• Oversee daily operations including client management, team capacity, complaint strategy, compliance and overall service delivery.
• Develop and implement operational policies and procedures to ensure efficiency and consistency.
• Monitor key performance indicators (KPIs) and identify areas for improvement.
• Manage, train and motivate team leaders and claims handlers, conduct performance reviews and foster a collaborative culture.
• Ensure high standards of customer service by handling enquiries, complaints and feedback promptly.
• Work closely with sales and marketing to align service offerings with customer needs.
• Maintain compliance with industry regulations, licensing requirements and health and safety standards.
• Develop risk management strategies to minimise operational disruptions.
• Support the Divisional Director with budget management, cost control and identification of cost‑saving opportunities.
• Leverage technology and systems to improve operational efficiency.

Required profile

• British citizenship (sole or dual nationality with a British component) due to national security requirements.
• Strong leadership abilities and experience managing teams.
• Keen eye for detail and ability to adapt in a fast‑paced, customer‑focused environment.

Required skills

What we offer

• Reward platform with discounts at over 800 retailers.
• 25 days holiday, increasing with service, plus the option to purchase up to 5 extra days per year.
• Development, training and professional qualifications.