Manager, Operations

The Operations Manager is responsible for leading the day-to-day operational performance of the warehouse and logistics function, ensuring the safe, efficient, and cost-effective delivery of customer requirements while supporting the strategic objectives set by the General Manager

This role acts as the bridge between operational execution and strategic leadership. The postholder will have full accountability for warehouse performance, labour planning, customer service delivery, health and safety compliance, operational excellence, and continuous improvement initiatives while supporting wider business growth and operational strategy. This role is more senior than a Warehouse Manager, with broader accountability across multiple operational functions, but works under the direction of the Head of Operations.

Job Responsibilities

• Provide leadership across all warehouse and operational activities to ensure service, quality, productivity, and cost targets are consistently achieved.
• Lead operational teams through supervisors and team leaders, ensuring accountability at all levels.
• Monitor operational performance through KPIs and operational reporting, driving corrective actions where required.
• Ensure customer orders, inbound receipts, inventory accuracy, and outbound dispatch operations meet agreed service levels.
• Deliver operational plans aligned to business objectives and customer expectations.
• Provide regular operational performance updates and improvement recommendations to the General Manager
• Lead, coach, and develop supervisors, team leaders, and operational employees.
• Create a high-performance culture focused on accountability, engagement, and continuous improvement.
• Manage employee performance, conduct, absence, and capability matters in partnership with HR.
• Conduct regular performance reviews and succession planning activities.
• Ensure training plans and competency matrices are maintained and reviewed regularly.
• Support recruitment, onboarding, and development of operational talent
• Champion a proactive safety culture across all operational areas.
• Ensure compliance with all company health, safety, environmental, and quality standards.
• Lead investigations into accidents, incidents, customer complaints, and operational failures.
• Ensure corrective and preventative actions are implemented and sustained.
• Drive audit readiness and compliance with customer, regulatory, and internal standards.
• Promote near miss reporting and continuous safety improvement initiative
• Develop labour plans to meet operational demand while controlling costs.
• Manage agency labour, overtime, and resource allocation to maximise productivity.
• Analyse workload forecasts and adjust operational resources accordingly.
• Drive labour efficiency programmes without compromising service or safety standards.
• Support budget management and cost control initiatives
• Use operational data to identify trends, root causes, and opportunities for improvement.
• Support implementation of new systems, technologies, and operational initiatives.
• Lead problem-solving activities and embed a culture of continuous improvement
• Build strong working relationships with customers, suppliers, and internal stakeholders.
• Ensure service commitments and customer KPIs are achieved.
• Act as an escalation point for operational issues impacting customer service.
• Work collaboratively with Transport, Commercial, HR, QESH, Finance, and Customer Service teams to deliver business objectives.
• Support customer visits, audits, and business reviews

• Support the General Manager in delivering operational strategy and business growth objectives. Job res

Job Requirements

• Ability to positively influence and communicate to others
• Diplomatic
• Strong leadership within a fast-paced environment operating multiple functions
• Assertive, Alert and Proactive
• Self-awareness and self-management
• Customer service driven
• Use feedback constructively to make informed decisions
• Ability to work efficiently across all areas of the Warehouse
• Ability to operate in a fast-moving organisation
• Ability to openly and constructively challenge
• Ability to effectively problem solveponsibilities