Operations Manager

Operations Manager

Full-time

**Company Description**:
Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

**Reports to**:
Senior Operations Manager

**The Role**

The Operations Manager is responsible for the professional operational delivery of their allocated events; features and projects. You will ensure that all are delivered to the highest possible standards and to the satisfaction of all parties involved consistently throughout the year.

Reporting to the Senior Operations Manager / Head of Operations, the Operations Manager will be responsible together with the Senior Operations Manager / Head of Operations for implementing the Operations objectives.

The Operations Manager should lead by example and demonstrate a professional responsibility to the department at all times.

**Job Summary/Responsibilities**

**Operational Duties**
- Be the key point of contact for the show teams in all matters on your allocated shows, internal and external.
- Accountability for setting, regular forecasting & achieving operational show budgets for allocated events.
- Responsibility for successful show management and technical delivery including features & fully undertaking all related tasks.
- Manage production and implementation of show project plans ensuring all operational tasks are carried out on a timely basis according to individual project plans and within deadlines across all your events.
- Ensuring all allocated events are working within the company’s H&S, Security & Sustainability guidelines at all times
- Implementation of internal and external Service Level Agreements on all allocated events.
- Oversee production and delivery of the show exhibitor manual
- Communicate with suppliers to manage the brief, design, feature production and signage process in co-ordination with show teams and sponsors.
- Communicate with suppliers and show teams to manage the brief, design, production and management of Registration areas and overall welcome experience.
- Compile post event reports and KPI analysis
- In collaboration with the Procurement team, monitor the ongoing performance of key contractors and troubleshoot / identify remedial action as required on each event.
- Work on the implementation of changes / improvements to the Customer Journey.
- Leads by example to ensure Ops team know what customer service level is expected.
- Sets up routes of communication, constructive feedback with internal and external parties to always ensure best customer experience.
- Ensures customer feedback is translated into future process changes.
- Perform any other duties commensurate with the grade and level of responsibility.

**Management**
- Manage, mentor & develop line reports & others within the Operations team, You will manage line reports on a day to day basis where applicable, each of these may be allocated across multiple events throughout the year requiring you to work alongside other Operations Managers to effectively balance workloads & priorities for each team member individually.
- Setting, monitoring and management of direct reports’ performance objectives and identifying training needs.
- Work with colleagues to achieve best practice in terms of operational planning and management.

**Compliance / legal / H&S / Sustainability**
- Adhere to all Informa compliance requirements and monitor supplier performance to ensure they are meeting our requirements
- Follow the complete HSS Operating Model for all allocated events, submitting paperwork as required in a timely and concise manner and embedding best practice & continual improvement’s into all your event planning
- Collaborate with Informa H&S team to ensure suppliers meet and exceed our H&S requirements.
- Work with H&S team on remedial measures where necessary
- Be an active partner of the Informa Sustainability team and look for opportunities to support and enhance our sustainability initiatives

**Qualifications**:
**Qualities needed for the role**
- Must have independently and successfully managed operations on exhibitions to a consistently high standard.
- Ability to anticipate problems and/or put contingency plans in place
- Excellent interpersonal skills and the ability to inspire and motivate others.
- Great communication skills - being able to liaise with all Operations team members as well as working with Event Director level within event teams

**Qualities needed for culture fit**
- Positive attitude and open minded; ability to listen