Operations Manager
Location: Newcastle upon Tyne
Job Summary
The Operations Manager will take responsibility for the day-to-day operational management of Naylors, ensuring that the business has the people, systems and processes in place to operate efficiently and support its continued growth.
Working closely with the Managing Partner and wider Partnership, a key responsibility will be ensuring that agreed decisions, business objectives and operational improvements are translated into practical actions and delivered within agreed timescales, bringing greater structure, accountability and consistency across the business.
The successful candidate will be commercially aware, highly organised and proactive, with the confidence to challenge existing working practices, identify opportunities for improvement and drive change. The role will be central to improving efficiency, supporting collaboration across departments and enabling Partners to focus on clients, fee generation and growing the business.
Key responsibilities
1. Operational Management and Business Improvement
Take responsibility for the effective day-to-day operational management of Naylors, ensuring appropriate systems, processes and working practices are in place to support the efficient running of the business.
Review and improve existing systems, processes and working practices to improve efficiency, productivity and consistency across the business.
Take ownership of agreed operational improvement initiatives, ensuring they are implemented within defined timescales and deliver measurable benefits.
Lead the implementation of operational changes, ensuring effective communication, staff engagement and adoption of new ways of working.
Reduce the operational burden on Partners by resolving routine issues, improving delegation and ensuring appropriate responsibilities and reporting arrangements are in place.
2. Business Planning, Implementation and Accountability
Work closely with the Managing Partner and Partnership to translate agreed business objectives and strategic decisions into clear operational actions and priorities.
Coordinate the preparation and follow-up of Partnership and management meetings, maintaining a central record of agreed actions, responsibilities and deadlines.
Monitor progress against agreed objectives, following up outstanding actions, challenging delays and escalating matters where appropriate.
Support departmental heads in implementing agreed business plans and operational improvements.
Provide regular progress updates to the Managing Partner and Partnership, ensuring accountability and maintaining momentum on agreed priorities.
3. Business Performance and Efficiency
Work with the Managing Partner, departmental heads and finance team to improve the quality and consistency of management information and business performance reporting.
Liaise with the finance team on management information, budgets and financial controls, with a working familiarity with Sage accounting software; the role will support financial oversight rather than take responsibility for day-to-day accounting.
Support the monitoring of departmental performance against agreed budgets, targets and business plans.
Identify opportunities to improve operational efficiency, staff productivity, resource utilisation and cost control.
Review operational expenditure and working practices, recommending and implementing improvements that support profitability.
Highlight areas of operational underperformance and work with the relevant Partners to implement agreed corrective actions.
4. People, Systems and Compliance
Manage and support the firm's central administrative and business support teams, ensuring clear responsibilities, effective performance and appropriate resource allocation.
Coordinate the onboarding and induction of new starters, ensuring employment documentation, system access, training and relevant compliance requirements are completed.
Coordinate recruitment, HR administration, staff development and performance review processes, working with departmental heads and external HR advisers as appropriate.
Promote effective communication and collaboration across departments, encouraging shared responsibility and reducing silo working.
Oversee relationships with external service providers, including IT, HR and other operational suppliers, ensuring appropriate service levels and value for money.
Coordinate the firm's operational compliance arrangements, including RICS requirements, anti-money laundering (AML) procedures and GDPR/data protection, working with designated compliance leads and external advisers.
Oversee the administration, maintenance and continual improvement of the firm's ISO management systems and associated audits, records and procedures.
Coordinate annual insurance renewals, liaising with brokers and the Partnership to review cover, provide renewal information and maintain appropriate policy records.
Coordinate improvements to the firm's technology, operational systems and processes, identifying opportunities to improve efficiency and productivity.
Support the coordination of operational compliance, risk management, business continuity and governance arrangements, working alongside the Partnership and relevant professional advisers.
Experience and Personal Attributes
The successful candidate will ideally demonstrate:
Proven experience in an operations, business management or comparable role, preferably within a professional services or commercially focused organisation.
Strong organisational and project management skills, with a track record of implementing improvements and delivering agreed objectives.
Experience of managing people, business support functions and external service providers.
Practical experience of working with financial information and accounting systems, ideally including Sage, without requiring a formal accountancy qualification.
An understanding of professional-services compliance, including RICS, AML, GDPR and ISO standards, or the ability to develop this knowledge quickly.
Experience supporting employee onboarding, HR processes and business insurance administration would be advantageous.
Good commercial and financial awareness, including an understanding of budgets, business performance and cost control.
Excellent interpersonal and communication skills, with the confidence to work closely with and constructively challenge senior management.
A proactive, practical and delivery-focused approach, with the ability to manage competing priorities and take ownership of actions.
Experience of coordinating business plans, management reporting, HR processes or operational improvement projects.
The ability to build strong relationships across departments, encourage collaboration and introduce improvements to established working practices.
Experience within commercial property would be advantageous but is not essential.
