Senior Operations & Business Office Manager
Location: Leeds (Morley)
Job Type: Full-time
Reed Business Support is recruiting on behalf of a well-established client in Morley, Leeds. We’re seeking an experienced Senior Operations & Business Office Manager to lead the Leeds Operations Centre, overseeing end-to-end operational delivery, office management, people leadership, and performance.
The successful post-holder will drive service quality, operational efficiency, and continuous improvement while ensuring the centre runs smoothly, compliantly, and in line with business growth objectives.
Key Responsibilities
Operational Leadership & Service Delivery
*Lead lifecycle reporting, debtor tracing, payment recovery, and escalation into legal processes.
*Oversee performance of cross-functional teams including incident specialists, admin support, and legal partners.
*Use dashboards to analyse trends, identify issues, and support client decision-making.
*Support system integrations to reduce repeat offending.
*Drive process improvement, automation, and workflow optimisation.
*Lead operational readiness for onboarding new retailers and national accounts.
*Maintain scalable operational infrastructure to support growth and rising incident volumes.
People Leadership & Performance Management
*Build and maintain a high-performance culture aligned with business objectives.
*Conduct performance reviews, coaching, and capability development, including corrective actions where needed.
*Lead and motivate office employees, fostering a positive and accountable team environment.
*Work with HR on employee relations, including disciplinary processes.
*Recruit staff and deliver robust induction, onboarding, and training.
Office Management & Business Administration
*Develop and implement office policies, procedures, and standards.
*Manage office systems, resource planning, facilities, and workflow.
*Oversee third-party providers (IT, Facilities, HR, Finance, Fulfilment, Landlord).
*Ensure the centre is safe, secure, compliant, and optimally configured for productivity.
*Support budgeting, cost control, and financial visibility.
*Produce management reports, executive summaries, and performance insights.
Compliance, Governance & Risk
*Ensure compliance with debt-recovery regulations, data-protection standards, and surveillance-technology requirements.
*Maintain transparent operations aligned with UK regulatory frameworks.
*Implement staff-protection processes to minimise confrontation and disruption at client sites.
Required Skills & Qualifications
*3–5 years’ experience in senior office or operations management, leading teams of 8+.
*Demonstrated ability to manage people, systems, and operational workflows.
*Strong verbal and written communication skills, with the ability to influence and manage conflict.
*High proficiency in Microsoft Office and confidence using digital platforms.
*Excellent time-management, prioritisation, and multitasking skills.
*Strong attention to detail, analytical thinking, and problem-solving capability.
*Effective planning and organisational skills.
*Understanding of accounting principles, administrative processes, and business management practices.