Senior Operations Manager

About Mission Translate

Are you ready to make a real impact in the world of language services and research? At Mission Translate, we empower our team to reach their professional goals, whilst doing meaningful work within a vibrant and innovative industry.

Our global team offers job opportunities in sales, marketing, business development, HR, finance, operations, project management and administration, around the world. With a supportive, remote-first set up, and a culture of learning and continuous improvement, we’re looking for confident and positive professionals to join our team.

We’re dedicated to customer service excellence and connecting cultures, and we need passionate individuals like you to help us achieve this mission. Sound like you could fit right in? Explore our open roles and apply today.

Main purpose of the job:

The Operations Manager manages a team of project managers and reports to the CEO. The role will be responsible for ensuring that the company services are delivered in line with expectations whilst ensuring that business objectives are achieved. The Translation team manage services for a variety of customers with different defined SLAs, agreed expectations and revenue models. The team will be responsible for retention of these valuable customers and maintaining/improving revenue and profit, as well as driving new services and efficiencies for the customer.

What you’ll be doing:

· Motivate and lead a team of project managers (and team leads once in place) to ensure that the team deliver services in line with business and customer expectations

· Take responsibility for monitoring and managing resourcing requirements in line with forecasts and business plan

· Drive performance of the team and develop a strategy to improve efficiency without compromising quality

· Create and supervise KPI’s and objectives to agreed levels and timescales

· Carry out the operational plan to support achieving business goals and improvements within the team

· Ensure that productivity targets are delivered in accordance with business requirements

· Act as an escalation point for issues and take ownership of issues to ensure full resolution

· Support and reinforce initiatives that improve Mission Translates overall service offering and delivery

· Ensure that the team are compliant with all business requirements including ISO processes and Desktop Training

· Drive a quality culture in the team

· Develop strong relationships with key stakeholders in the business

· Monitor and report on the team’s progress to ensure requirements, KPIs and deadlines are met and increase gross and net profit

· Facilitate training and continuous development initiatives to build a skilled and high-performing team

· Support Sales and Account Management initiatives, including client audits, client visits, company events and conferences

· Build relationships with clients and provide a high level of customer service

· Represent the company in a professional manner to all internal and external stakeholders and clients as applicable

· Identify risk and escalate as appropriate

· You will also form part of the ISMS committee ensuring that all accreditation procedures are adhered to and participate in internal auditing and reporting functions.

· Other duties which may from time to time be required

What we’re looking for:

· Excellent planning and organizational skills

· 5+ years previous experience in the same or a similar role within the Translation industry

· Previous experience of managing a large team

· Experience of managing multiple stakeholders

· Strong communication skills

· Educated to Degree or HND level (preferably language-related)

· Ability to manage multiple priorities whilst remaining calm under pressure

· Results driven and commercially minded

· Adaptable to continually changing priorities

· Positive can-do mentality

Benefits

· Salary budget £60k, dependent on skills and experience.

·  Excellent bonus structure.

·  Learning time and budget

·  Internal learning

·  Referral bonuses

·  Personal days off

·  Work from home allowance

·  Regular social activities