Operations Support Manager

Location: Head Office (Office-based, 5 days per week)
Salary: Competitive

My client is seeking an experienced Operations Support Manager to lead their Operations Support function and ensure effective delivery of operational processes and statutory compliance across the business.

Reporting to the Head of Customer Support, this role manages two senior team members and a team of three support colleagues, driving high standards of performance, governance, and collaboration with Operations, Estates, and Business Development teams.

The Role

The Operations Support Manager is responsible for overseeing tenancy changeovers and operator agreements, ensuring adherence to the Statutory Code and internal policies. The role provides hands-on operational support to Regional Operations Directors, Estates, and Business Development Managers, acting as a key point of escalation and ensuring processes run efficiently and compliantly.

Key Responsibilities

Operations & Compliance

• Oversee and support all tenancy changeovers and operator-managed agreements.
• Ensure Statutory Code compliance across substantive lets, disposals, ULP changes, audits, and documentation.
• Work closely with the Estates team on pub code requirements and dilapidations, ensuring timely delivery in line with the Code of Practice.
• Support the annual Statutory Code audit alongside FP&A.

Process, Reporting & Systems

• Review and quality-check tenancy agreements prior to issue.
• Maintain tracking systems for incoming and outgoing documentation.
• Produce monthly KPI, exception, expired agreement, and rent review reports.
• Build and enhance reporting to support renewals and proactive engagement with BDMs.
• Monitor account setups, billing lines, and agreement types, liaising with Sales Ledger to resolve issues.
• Prepare and deliver insights and presentations to senior operations and field teams.

Leadership & Stakeholder Engagement

• Line manage and develop a team of five through 1:1s, coaching, feedback, and performance reviews.
• Lead monthly team meetings and encourage a proactive, solutions-focused culture.
• Provide daily operational support to senior stakeholders and act as a key escalation point.
• Attend regular compliance meetings with Estates and senior property leadership.
• Support ad hoc reporting and operational initiatives as required.

Skills & Experience

• Experience in an operational or compliance-focused role (desirable).
• Proven line management experience essential.
• Strong stakeholder engagement and influencing skills.
• Highly organised with attention to detail and ability to manage multiple priorities.
• Resilient, adaptable, and solutions-focused in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong IT skills, including Microsoft Word and Excel.
• Hospitality sector experience advantageous but not essential.