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Operational Support Manager
Hours: 35
Salary: £30,000

Distance: n/a
Location: Glasgow
Status: Full time
Internal job ref: 1319
Job closed
To apply, please send your CV to HR.Recruitment@fsb.org.uk

The FSB is seeking a highly driven, motivated and experienced Operational Support Manager.  This is the perfect opportunity to join and lead a high-profile and respected team whilst ensuring the successful management, development and efficient performance of the Glasgow Office.

As experts in business, FSB offers our members a wide range of vital business services, including advice, financial expertise, support and a powerful voice in government. Our aim is to help smaller businesses achieve their ambitions.

Established over 40 years ago to help our members succeed in business, we are a non-profit making organisation that’s run by members, for members.

FSB is the UK’s leading business campaigner, focused on delivering change which supports smaller businesses to grow and succeed. Our expert lobbying teams in Glasgow, Westminster, Cardiff and Belfast work with governments, elected members and decision-makers at every level right across the UK.

Our members also get an exclusive package of great value business services including advice, financial products and support. These cover a wide range of benefits such as tax, legal and HR, local network groups, business banking and mentoring.

Key Areas of Accountability:

Line Management
• In consultation with the Senior Head of External Affairs, continuously review and assess the business support requirements of FSB and the DM network to ensure the service delivered is of a consistently high standard across the devolved nations.
• Lead, manage, motivate and performance manage direct reports in line with FSB process and procedures and in liaison with the HR Department.
• Ensure that the support provided by the team is delivered to a consistently high standard through reviewing, developing and implementing robust systems, procedures, and reviews to monitor progress.
• Ensure the development needs of the operational support team are continually assessed to ensure they have the required level of skill and competence required to fulfil the needs of the devolved DM and Scottish staff teams.
• Ensure the team provides an appropriate level of cover for DM holidays and sickness absence, providing in person if required.

Glasgow Office Management
• Devise and implement office procedures – and manage the Operational Support Administrator – to ensure that the Glasgow Office delivers the efficient and effective service required by the Scottish staff team and Scottish Policy Unit.

Stakeholder Engagement
• Ensure that verbal and written communication with members, external organisations, MPs, MSPs, councillors, local authorities, the general public and other key audiences presents an image of an effective, professional organisation representing the needs of small business owners.
• Build excellent working relationships with the Development Managers and field staff management across the devolved nations, as well as with the Scottish staff team and all internal stakeholders.
• Work with the finance department and the Senior Head of External Affairs to set and manage an annual budget for the team of Operational Support Co-Ordinators.

Project Management & Support
• Ensure successful work-flow management by working internally to prioritise key areas of support required, in line with the corporate objectives, ensuring that support for DMs is as consistent and uniform as possible.
• Provide the devolved field staff management team with project support as required.
• Provide the Senior Development Manager (Scotland) with a consistently high level of project support to enable them to fulfil their wider FSB role.
• Project manage the implementation of national projects through the delegation of tasks to the Operational Support Co-Ordinators.
• Support the management of any UK or devolved-nation-wide events, such as the Development Managers’ conferences.

Implement Process & Procedures
• Ensure a safe working environment for the Operational Support Co-Ordinators, liaising with HR to carry out the appropriate Health and Safety checks.
• Develop robust and consistent procedures for the Operational Co-Ordinators to follow around the collection of event details, media statistics, web analytics, H&S checks and database collation, ensuring that they are in line with FSB policies.

Undertake other duties relevant to regional activities and in accordance with the level/grade of the post as directed by the appropriate line manager.

Key Skills, Experience and Qualifications

Skills - Excellent and well developed communication skills, verbal and written. Superb presentation skills and well versed to presenting to diverse groups of people. Ability to think purposefully to weave best practice into working methods. Excellent forward planning in order to consider strategically work flow and prioritisation. Ability to establish procedures and process to enable smooth co-ordination of activities. Ability to build effective working relationships at all levels within the organisation and with external clients. Good financial management skills. Well-developed listening skills. Ability to work to tight and often demanding deadlines relating to complex tasks.
Expert level of competency in use of Microsoft Office applications (Word; Excel; PowerPoint; and Outlook)

Experience - Experience of managing a team, with a firm track record of effective leadership, development and motivation of staff. Clear evidence of achieving service improvement and/or development. Experience of working in a customer facing role. Working in a role without close supervision and where working on own initiative was essential. An understanding of liaising with wide cross-sections of different people, departments and organisations.

Qualifications - Higher or equivalent calibre. Full driving licence

Specific Requirements - Be willing and able to travel to meetings and events across the UK which may include out of hours work. Ability to access and use a car for work purposes.  Be flexible regarding working hours.

All applicants must be able to provide at interview stage their highest education certificates as listed on their CV and verification of their eligibility to work in the UK.

Although role is office-based, there may be some out of hours work and there will be regular travel within Scotland, Wales and Northern Ireland.

The policy of FSB is that all job applicants and employees shall be given equal opportunities in all the areas of employment. This means that job applicants and employees will not receive less favourable treatment on the grounds of gender, sexual orientation, age, marital status, colour, race, ethnic origin, religious beliefs or disability. Neither will they be disadvantaged by conditions or requirements that cannot be shown to be relevant to the job.

All applications to be received by 05 September 2016, any applications received after this date will be held on file and reviewed if the first round of applicants are unsuccessful.

Applicants are advised to apply early, we reserve the right to close a vacancy prior to the closing date if a high number of applications are received. If you are successful and short listed for interview you will be contacted by email.


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