Operations and Performance Manager

JOB TITLE: Operations and Performance ManagerREPORTS TO: FounderSALARY: Starting at £65,000 per annum plus an uncapped bonusROLE PURPOSELead day-to-day operations and drive team performance against agreed service, commercial and business objectives.Turn company goals into clear plans, allocate resources effectively, develop the team and take corrective action when results fall behind. Ensure enquiries, quotes and jobs progress efficiently through to completion and invoicing readiness.The role requires hands-on leadership, commercial awareness and practical use of AI. The Founder should receive reliable results, risks and recommendations without having to repeatedly chase routine operational delivery.Our principle: Discipline + Urgency = Effective Execution = Results.Key Responsibilities Own operational deliveryCoordinate enquiries, estimating, quote follow-up, authorisations, bookings, field delivery and completion recordsSet clear priorities, owners and deadlines, balancing client commitments, urgency, capacity and commercial valueControl backlogs, overdue actions, materials and subcontractor dependencies, reducing avoidable delays, rework and service failuresResolve issues within agreed authority and promptly escalate urgent blockers, safety concerns and material risks Plan and drive performanceTranslate company goals into measurable team and individual targets, objectives and activities, explaining how each will be achievedMaintain realistic daily, weekly and monthly plans covering workload, staffing, leave, skills and resourcesEnsure the next day's planner is checked, ready and shared in line with the operating timetableMonitor results against original agreed targets, identify gaps early and lead recovery actions with owners and deadlinesMaintain forecasts that distinguish confirmed work, likely work and additional activity required Lead, coach and develop the teamRun effective daily meetings, one-to-ones and live coaching to maintain focus, accountability and developmentSet clear expectations and address underperformance promptly, identifying causes and agreeing measurable improvement actionsCheck that actions are completed and improvements are sustainedIdentify training, recruitment and cover needs, and support onboarding and development within agreed processesBuild a culture of ownership, urgency, teamwork and reliable follow-through Drive commercial results, sales and client growthDirect activity towards agreed revenue, quote conversion, productivity and margin objectivesUnderstand the sales and marketing process from lead generation through client engagement, conversion, delivery and retentionWork with the Founder and relevant teams to turn marketing and sales activity into enquiries, relationships and workEmbed consistent follow-up and requests for more quotes, jobs, property-manager introductions and other opportunities to helpMaintain the client-visit pipeline and ensure complaints have clear ownership and resolutionWork with estimating and finance to address pricing issues, cost overruns, missing approvals and delays to accurate invoicing Use AI and improve systemsUse AI tools, including ChatGPT and other relevant platforms, to improve planning, analysis, communication, reporting and productivityIdentify practical automation opportunities and coach the team in the effective use of approved toolsVerify AI-generated outputs and protect confidential and client informationMaintain accurate operational records and implement approved improvements that reduce errors, delays or unnecessary administration Report accurately and maintain standardsProvide timely, evidence-based reports covering targets, actuals, objectives, gaps, corrective actions and support requiredKeep the manager's own objectives visible alongside team and individual resultsFollow the approved reporting, email, planning, coaching and operational timetablesPreserve agreed targets and counting rules, avoid double-counting and distinguish completed work from progress, forecasts or unverified resultsEscalate decisions with clear facts, options, recommendations and the impact of delayMEASURES OF SUCCESSPerformance will be assessed through operational delivery, commercial results, team improvement, planning accuracy, client development and management discipline. Detailed targets, reporting times and scoring sit in the current approved operating timetable and performance framework.AUTHORITYMake day-to-day decisions within agreed policies and delegated limits. Escalate spending, commercial commitments and staffing decisions outside that authority to the Founder. Direct reports and decision-making limits should be confirmed before the description is issued.RequirementsExperience leading a maintenance, property-services or comparable operational teamStrong leadership, planning, coaching and performance-management skillsA clear understanding of sales, marketing, conversion, client retention, job costs and marginsDemonstrable workplace experience using ChatGPT and other AI tools responsibly and effectivelyConfidence with operational data, spreadsheets, CRM and job-management systemsClear communication, sound judgement and consistent follow-through