Established Operations Manager
1 month ago
·Lead and manage daily front of house operations to ensure an exceptional, engaging, welcoming, inclusive and safe visitor experience, including regular duty management.
·Create and maintain a supportive and motivated team, including direct line management and coaching of front of house management and staff.
·Manage business continuity for the front of house team, including capacity management, fire evacuation, and emergency situations, collaborating with senior staff and Health, Safety, and Security teams.
·Coordinate staffing rota in collaboration with the Collections Care & Access team.
·Utilise commercial and performance reporting systems effectively in collaboration with other V&A departments.
·Ensure compliance with all operational policies, procedures, and processes, including safeguarding, cash handling, and fire evacuation, through regular team training.
·Promote equality and diversity by maintaining positive working relationships and contributing to widening access and inclusion initiatives.
·Deputise for the Head of Operations & Commercial as needed, representing V&A East and the department across the V&A.
Skills and Experience RequiredSkills
·Confident communicator with demonstrated skills in persuasion, influencing, negotiation, and conflict resolution. Proficient in leading and motivating large teams.
·Exceptionally organised, with a track record of managing budgets, maintaining operational records, and managing project plans effectively.
Experience
·Possesses comprehensive knowledge of the local environment and target audiences.
·Proven track record in operational management of complex, public-facing buildings.
·Experience managing external contractors, consultants, term service contracts, and service level agreements.
·Demonstrated ability to meet or exceed commercial Key Performance Indicators (KPIs).
·Experience of opening a new cultural space or project from planning stage through to business as usual.
·Experience in retail and/or hospitality and knowledge of management procedures.
·Experience and knowledge of health & safety regulations and compliance.
·Has experience in managing change in the workplace e.g. embedding new team structures and working across different departments to align new goals and operating procedures.
Behaviours
·Demonstrates alignment with V&A East’s vision and values of Sustainability, Equity, Creativity, Collaboration, and Generosity.
·Values and respects others’ expertise, time, perspectives, and contributions, fostering collaborative and engaging work environments.
·Ability to cultivate effective relationships with diverse stakeholders.
·Takes ownership of tasks, consistently delivering high standards, and embraces a culture of learning from mistakes.
·Embraces change and innovation, actively seeking opportunities for improvement and personal development.
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