Senior Operations Process Manager

Senior Operations Process Manager
Permanent, Full Time
(Hybrid working role, between remote and office based - 3 days minimum in the London office)

About the Team
PPL's Member Services team manages the enquiries of our membership across both performer and recording rightsholder categories. Their work is split into three streams, Record Company Services, Performer Relations & Development, and Contact & Support. Our Member Services team is passionate about music and works to help ensure all our members' accounts are up to date so they are able to collect the royalties they are owed when their music is played on radio, TV, online and in public.

What you'll be doing:
The Senior Operations Process Manager will provide senior leadership and strategic oversight of core operational excellence functions within PPL's Member Services, including Insights, Training & QA, Continuous Improvement, Member communications and Disputes & Campaigns management. Reporting directly to the Head of Member Services, the role holder will play a pivotal role in shaping, delivering, and embedding effective processes and high-quality standards that underpin PPL's growth, member management, engagement, and service delivery objectives.

Key Responsibilities: 

• Oversee and integrate the work of four specialist areas — Insights, Training & QA, Continuous Improvement, and Disputes & Campaigns — ensuring they operate in alignment with PPL's strategic priorities and deliver measurable value.

• Act as a driver of organisational change, designing and embedding best-in-class processes that strengthen operational performance, member experience, and revenue outcomes.

• Provide strategic direction and leadership to their direct reports, ensuring each function is delivering effectively while identifying synergies and opportunities for cross-functional collaboration

• Champion a culture of accountability, insight-driven decision-making, and continuous improvement, while also acting as a senior escalation point for complex disputes and operational challenges.

• Acting as a senior leader within Project Sharp, PPL's transformational programme that will deliver a top-to-bottom review and improvement of all processes across Member Services and the wider business.

• Shaping, steering, and delivering this programme of work, ensuring new processes are embedded effectively, deliver tangible value, and create a culture of efficiency, scalability, and continuous improvement.

• Identify and drive activity around tactical improvements that can be implemented to improve internal operating efficiencies and employee experience.

What you'll need:

• Experience working in sales/target driven environment
• Planning and organisational skills
  CRM database knowledge & ability to interpret and communicate data outputs
• People Management skills
• Presentation Skills
• Stakeholder Management experience

Full details can be found in the job description

What we can offer you…
When you come on board at PPL you can expect to be rewarded for your hard work. Employees are entitled to a wide range of benefits which support their needs and lifestyles including private medical care, cycle to work scheme, flexible working hours, £120 annually to be spent on music and many more
PPL is currently offering hybrid flexible working which will be a mixture of office based and home working along with our flexible start and finish times, should employees wish to utilise this. This could be subject to change.

Next Steps
If this sounds like you, then we'd love to hear from you

Equity, Diversity and inclusivity at PPL 
PPL are committed to equity of opportunity, diversity and inclusivity; therefore, we welcome and encourage applicants from all sections of the community.
Here at PPL we are proud to operate in a genuine, open and straightforward way while continuing to maximise all opportunities as they arise striving to represent PPL's members. Our job is to protect our members' rights, and make sure their talent and investment is rewarded fairly. We take an entrepreneurial approach, working together to create new ways to deliver better service and solve business challenges.  Collaboration creates great things; everyone's talent deserves recognition and each of our members is important to us. We are the professional face for our clients. We serve with a smile and go the extra mile when representing them. We share a passion for music – that's why we do what we do.