Operations Manager

An operations manager oversees daily business activities, ensuring efficiency and productivity. They manage resources, coordinate between departments, implement policies, and optimize processes. Their role includes budgeting, staffing, and maintaining quality standards to achieve organizational goals. They also address operational issues and drive continuous improvement. At the heart of every successful business, there’s an Operations Manager orchestrating the workflow and ensuring everything runs smoothly. Whether it's a startup, a large corporation, or something in between, the Operations Manager is the key to making things work efficiently. Operations Managers oversee everything—from managing people and balancing budgets to creating inventory plans, developing Key Performance Indicators (KPIs), and optimising operational practices.

While their role may vary depending on the industry, the core mission remains the same: streamline processes to ensure the company operates at its best. Their responsibilities span multiple business areas, including purchasing, production, accounting, human resources, facilities management, quality control, and more. Ultimately, they ensure all processes are aligned with the company's main objectives.

Whether you're considering this career path or just curious, let’s break down what an Operations Manager does, why this role is essential, and what qualifications are needed for success in this field.

1. Overseeing daily operations: Ensuring that all departments are functioning smoothly and efficiently.
2. Managing budgets: Monitoring and controlling expenses to stay within budget.
3. Improving processes: Identifying areas for improvement and implementing changes to enhance productivity.
4. Supervising staff: Hiring, training, and managing employees to ensure they meet performance standards.
5. Ensuring compliance: Making sure the company adheres to all relevant laws and regulations, that any audit requirements are fulfilled.
6. Inventory management: Keeping track of inventory levels and ordering supplies as needed.
7. Customer service: Addressing customer complaints and ensuring high levels of customer satisfaction.
8. Performance monitoring: Tracking key performance indicators (KPIs) and Experience Level Agreements (XLAs) to measure success and identify areas for improvement.
9. Strategic planning: Implementing long-term strategies to achieve business goals.
10. Coordinating with other departments: Facilitating communication and collaboration between different parts of the organization.

Operations Managers balance multiple tasks on a daily basis , making sure all aspects of the organisation are working in harmony. From budgeting to team management, the day-to-day responsibilities of an Operations Manager can vary greatly depending on the company’s size, sector, and objectives. They need to be  problem-solvers and clear decision makers who ensure that the business meets its goals. When speaking with a director for one of the largest recruiting companies in the UK, he shared that their clients typically seek a specific skill set when hiring Operations Managers:

“Problem-solving, strategic thinking, organisational management, and strong people skills are all critical. On top of that, companies want someone who has a data-driven mindset able to make informed decisions based on metrics. Sector-specific experience is also highly valued, as is the ability to spot and manage details that others might overlook. It's really about finding someone who can balance big-picture strategy with day-to-day operations.”

1. Leadership: Ability to inspire and guide teams towards achieving goals aligned with the company’s objectives.
2. Communication: Clear, empathetic and effective communication with management, team members, stakeholders, and clients.
3. Problem-Solving: Ability to identify issues and develop practical solutions.
4. Decision-Making: Making informed and timely decisions, often under pressure.
5. Time Management: Efficiently managing time and prioritizing multiple tasks to meet deadlines.
6. Analytical Thinking: Ability to analyze data and trends to make strategic decisions, align outputs of data with the business needs.
7. Adaptability: Flexibility to adapt to changing circumstances, new challenges and technologies.
8. Attention to Detail: Ensuring accuracy and thoroughness in all aspects of work.
9. Teamwork: Collaborating effectively with others to achieve common goals.
10. Customer Focus: Understanding and meeting the needs of customers and clients.
11. Tech-Savvy: With the growing reliance on digital tools, artificial intelligence and software in business, having a strong grasp of technology is a must.

APMG can help you develop and master many of these essential skills through our range of professional certifications. For example, our Leadership certification STAR Manager is a blended, fully virtual management development programme. Proven by the London School of Economics and the UK Government, it transforms management behaviour and skills in as little as six months.

Overseeing production schedules, inventory control, and workforce management. Often the Operations Manager will be responsible for the delivery of processes, and therefore the quality of the product at the end of the manufacture process.

Streamlining  operations in hospitals, clinics, and other medical facilities, where precision, compliance, and compassion must work hand in hand.

A key role, whether it’s a start-up or well established Tech company. Managing product launches, IT infrastructure, and service delivery

Handling transaction processing, compliance, and risk management.

Ensuring efficient store operations and direct customer service, in addition to managing logistics and supply chains.

Managing the sourcing, storage, and delivery of goods, any machinery and licences required for the logistics.

Coordinating the movement of goods and services, overseeing compliance of tools and vehicles.

Overseeing hotel and restaurant operations. Where the customer service delivered is pivotal to the success of the business.

Supporting the delivery of project timelines, resources, and budgets.

Ensuring efficient operations of power plants and utility services. Adaptability to both technologies and legislations are crucial for this industry.

So, whether it’s a factory floor, a corporate boardroom, or a busy hospital. Operations Managers are the glue that holds it all together.

A typical day for an operations manager can be quite varied, here are some common tasks and activities they might engage in:

• Reviewing Reports: Start the day by reviewing performance reports from the previous day to identify any issues or areas for improvement.
• Team Meetings: Conduct or attend team meetings to discuss daily goals, updates, and any urgent matters.
• Strategic Planning: Outline the day's priorities and tasks, ensuring alignment with overall business objectives.
• Problem-Solving: Address any operational issues or bottlenecks that arise, coordinating with different departments as needed.
• Communication: Maintain open lines of communication with staff, suppliers, and customers to ensure seamless operations.
• Performance Analysis: Analyze and report on key performance indicators (KPIs) and Experience Level Agreements (XLAs) to track progress and make data-driven decisions.
• Training and Development: Provide training and support to team members to enhance their skills and performance.
• Wrap-Up: Ensure all tasks are completed and prepare for the next day's activities.

Operations managers often need to be adaptable and ready to handle unexpected challenges, making their role both demanding and rewarding.

I asked a former colleague who works as an Operations Manager at a Corporate Training company in London to describe their typical day, what  tools they find helpful to execute the job successfully, and the key strengths they think a successful Operations Manager should have. Here is what they wrote:

I start my day by reviewing emails and Slack messages to ensure I’m aware of any immediate needs or updates. Following that, I organise my Trello board and tackle urgent tasks that need solving.

Being an Operations Manager can sometimes feel like being caught in a tornado—it’s fast-paced, and prioritising what is genuinely urgent is crucial. It’s also important to ensure that my team has everything they need to keep operations running smoothly.

My day includes attending several meetings and strategizing, but honestly, there isn’t a typical day—there’s more of a typical week. I prefer to complete recurring tasks earlier in the week, leaving the latter part for ongoing projects and any strategic work that requires my attention.

Yes, several tools are essential to my daily operations. I rely heavily on our Customer Relationship Management (CRM) system to manage delegate and trainer communications efficiently. Excel spreadsheets are crucial for generating reports and tracking various metrics, helping me stay on top of performance and budgeting. Trello keeps my tasks organised, while Slack facilitates quick, efficient communication with my team.

Additionally, I use various financial tools for budgeting and forecasting, ensuring our projects stay on target.

A successful Operations Manager should excel in:

- Prioritisation: With so many tasks coming at you, it’s vital to know what’s truly urgent and what can wait. This helps ensure the team has everything they need to keep operations moving.

- Adaptability: No two days are the same, so being flexible and able to adjust to new challenges or changes is essential to keep things running smoothly.

- Communication: Whether it’s with the internal team or external stakeholders, clear communication is key. Ensuring everyone has the information they need fosters efficiency and collaboration.

- Organisation: Given the sheer volume of tasks, staying organised with tools like Trello or project management software is a must to keep on top of everything.

- Resilience: It’s important to accept that not everything is within your control—you can't control the weather, but you can control how you deal with it. Resilience allows you to face challenges head-on, bounce back from setbacks, and stay composed under pressure, which is vital in such a dynamic role.

- Leadership and Empowerment: A good Operations Manager needs to lead their team with confidence, ensuring they have the support and resources necessary to succeed.

Money matters, right? So, let’s talk about the pay check. 

While the day-to-day responsibilities of an operations manager may vary, the opportunities for personal development are extensive. The financial benefits can also be significant, with a competitive average salary and the potential to earn well across different regions.

In the UK, Operations Managers can expect to make around £45,000 to £60,000 per year, depending on experience, industry, and location, according to the Association for Project Management (APM).

For our friends across the pond, that’s roughly $55,000 to $73,000 USD. Keep in mind that in larger companies or specific industries, salaries can soar well beyond these averages, especially with added responsibilities like overseeing international operations or managing huge teams.

Career development to an Operations Manager as a new graduate or individual beginning your professional career involves a combination of education, practical experience, and certifications. Here’s a roadmap to help you get started:

1. Earn a Bachelor's Degree: Start with a degree in business administration, management, or a related field. This provides a solid foundation in essential business concepts.
2. Complete Internships or Apprenticeships: Gain hands-on experience in operations or related fields. This helps you understand real-world applications and build professional networks.

1. Certified Operations Manager (COM): Offered by the Institute of Operations Management, this certification validates your expertise in managing operational processes.
2. Praxis Framework™ - Project and Programme Management delving into key skills that hugely benefit an Operations Manager, such as prioritization, budgeting, risk management and applying scalable processes.
3. Lean Green Belt: Focuses on process improvement and quality management, which are crucial for operations managers.
4. STAR® Manager - Operational Coaching® Skills for Leaders and Managers, to embed productivity, inclusivity and collaboration in your business.
5. Neuroscience for Change Certification – Operations Managers will inevitably face change on a frequent basis. Understand the neuroscience behind change and raise conscious awareness to an otherwise unconscious process.

1. Entry-Level Positions: Start in roles such as Operations Assistant, Project Planner or  PMO Administrator to gain practical experience and develop relevant skills.
2. Professional Development: Continuously seek opportunities for learning and growth, such as workshops and seminars. Joining membership bodies can be a great resource.
3. Improvement Projects: Support in identifying inefficiencies in current processes and proposing solutions to streamline operations.
4. Invite Challenges: Whether it’s leading on handling a customer complaint, delivering a sustainability initiative or investigating and testing out new technologies. A challenge often requires pushing your boundaries and learning, thus opening doors to new opporunities.

By following this path, you can build a strong foundation and gradually advance to an Operations Manager role.