Operations Manager
1 day ago
Chester
About the Company We are working with a leading provider of flexible workforce solutions, specialising in umbrella payroll and contractor support services for recruitment agencies and contractor communities across the UK. Our compliant, people-first approach combines industry expertise with smooth, tech-enabled payroll operations that ensure contractors are paid correctly and on time. Our umbrella payroll solution is FCSA-accredited, supports full employment rights, and is trusted by thousands of contractors and agency partners. Main Role Overview We are seeking an experienced Operations Manager to lead and develop our core operational teams at our Chester headquarters. You will oversee the umbrella payroll operations and play a pivotal role in ensuring outstanding service delivery, operational excellence, and high team performance across the business. You wont need a background specifically in contractor payroll or umbrella provision to succeed what matters most is exceptional operational leadership, organisation, and a strong focus on customer service . This is a hands-on leadership role that reports to senior management and involves large-scale team leadership and operational oversight. Key Responsibilities Operational Leadership Manage and optimise umbrella payroll delivery and associated operational processes. Ensure accurate, compliant, and timely processing of contractor payroll and related services. Develop and evolve operational procedures to support business growth and regulatory changes. Team Management Lead and line-manage Team Leaders across: Onboarding Customer Service Administration Coach, mentor and develop team leaders and their teams to deliver consistent excellence. Drive performance through clear objectives, feedback and development plans. Customer Service Excellence Embed a strong customer-centric culture across all functions. Act as an escalation point for complex or sensitive customer issues. Monitor service standards and drive improvements based on quality metrics and feedback. Cross-Functional Collaboration Work with other departments (Compliance, Technology, HR) to ensure alignment of operational goals. Support change initiatives and help implement best practices across the organisation. What Were Looking For Experience & Skills Proven experience managing operational teams ideally in a customer service, financial services, payroll, or regulated environment (experience in umbrella payroll is a plus , not essential). Strong organisational, planning, and problem-solving skills. Comfortable working in a fast-paced, compliance-focused business. Leadership Motivational leader with experience coaching and developing managers and their teams. Ability to communicate clearly and build positive working relationships across all levels. Customer-First Approach Highly customer service-oriented able to embed and maintain exceptional service standards. Experience in roles with high customer interaction or service delivery expectations. Personal Attributes Proactive and adaptable with a solutions-driven mindset. Strong attention to detail and accuracy. Able to prioritise multiple tasks and lead a varied workload. Benefits Competitive salary up to £45,000 (for the right candidate). On-site role in Chester , working with a dynamic, supportive team. Opportunity to influence operational strategy and team culture. TPBN1_UKTJ