Operations Manager

22 hours ago

Kilmarnock KA HY, United Kingdom Horizon Cremation Full time

Job Overview

We are seeking a highly motivated and experienced Operations Manager, responsible for the leadership, strategic oversight, and performance management of five crematoria across the UK. Each crematorium is led by a site manager who reports directly to the Operations Manager. The role ensures that all sites operate to the highest standards of compliance, customer care, operational efficiency, and team development, in line with regulatory requirements and organisational values.

Key Responsibilities:

  • Provide operational leadership and support to the site managers of each crematorium.
  • Drive consistent service excellence across all sites, ensuring respectful, professional, and dignified services are delivered at all times.
  • Monitor and drive performance across key operational, financial, and compliance metrics. Ensure marketing and community programmes are developed and implemented.
  • Ensure full compliance with all relevant legislation, including environmental, health & safety, and cremation regulations (e.g. ICCM, FBCA, Ministry of Justice).
  • Collaborate with directors to ensure consistent policies and procedures are implemented and adhered to across all sites. Assist with the creation of company-wide policies and procedures
  • Oversee budget management, cost control, and financial reporting for each site, identifying opportunities for operational efficiencies and service improvements.
  • Lead on strategic projects and initiatives aimed at enhancing service delivery, facility development, and community engagement.
  • Conduct regular site visits, audits, and performance reviews to ensure high standards and consistency.
  • Foster a culture of mutual support, high standards, continuous improvement, employee development, and accountability across the crematoria teams.
  • Handle escalated issues or complaints, ensuring a sensitive and effective resolution process.

Person Specification:

Essential:

  • Proven experience in multi-site operational management, preferably within bereavement services, facilities management, healthcare, or a similarly sensitive and regulated environment.
  • Strong leadership and people management skills, with experience in managing and developing remote teams.
  • Excellent understanding of operational compliance, health & safety, and risk management.
  • Financial acumen, including budget planning and cost control.
  • High emotional intelligence, empathy, and professionalism in dealing with bereaved families and staff.
  • Strong communication, influencing, and conflict resolution skills.
  • Willingness to travel regularly between sites across the UK.

Desirable:

  • Knowledge of UK cremation legislation and industry best practices.
  • Technical understanding of cremators.
  • Membership or affiliation with relevant professional bodies (e.g. ICCM, FBCA).
  • Experience in public sector or private sector funeral services.

Job Type: Full-time

Pay: £50,000.00-£60,000.00 per year

Benefits:

  • Bereavement leave
  • Company car
  • Company pension
  • Flexitime
  • Health & wellbeing programme
  • Life insurance
  • Work from home

Work Location: In person

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