Job profile for Operations Support Manager

Job Details

Job title: Operations Support Manager

Salary/Grade: 5

Service: Operations

Reports to: Strategy & Business Development Manager

Manages/Supervises: Business Support Supervisor, Waste Minimisation & Sustainability Officer and the Cemeteries Service

Job purpose

To support the Strategy and Business Development Manager with the development and delivery of services within Operations.

To manage and direct the allocated department areas of work ensuring the provision of high quality customer focused services that are responsive to change and embrace best practice in terms of efficiency and high performance.

To support the Strategy and Business Development Manager with building / nurturing partnerships with other organisations and deputise at partnership meetings.

Supporting the Strategy and Business Development Manager in developing the operations commercial portfolio and ensuring optimum performance, continuous improvement and maximum value for money.

Principal Accountabilities

1. To manage and support Supervisors and Officers in the smooth running and development of their teams and workloads. This will include regular team meetings, 1:1’s with staff and working closely to achieve service-related goals.
2. To lead the teams in promoting their services and identifying and delivering new initiatives that support the Council’s vision. Ensure that project teams are focused on the need to satisfy or exceed business expectations and think ‘outside the box’ to deliver truly innovative solutions that will make a difference.
3. To ensure compliance with, and the timely completion of, legal processes; and compliance with corporate policies and procedures within all teams, streamlining these where necessary.
4. To attend and implement any outcomes from service-related external partnership meetings, trade events and conferences to ensure that Operations remains up to date with industry related news, legislative changes, and networking opportunities.
5. To manage the completion of statutory returns including quarterly returns to the Environment Agency, Defra (Waste Data Flow) and Recycling Credits to Essex County Council.
6. To be responsible and accountable for maintaining the infrastructure / assets and facilities within the service. This will include planning annual H&S inspections, as well as ad-hoc site visits to ensure there are no safety issues requiring attention. All rectifications and repairs are to be arranged in a timely manner.
7. To familiarise yourself with the Council’s procurement and governance processes and ensure that all related work is carried out in full compliance with corporate policies and procedures (e.g. Standing Orders, Financial Regulations, Equalities and Health and Safety).
8. To take a lead role in managing the project updates to the corporate performance monitoring system, Pentana, within required timeframes, ensuring that corporate deadlines are met.
9. To take responsibility for the preparation of concise management information and performance reports to present to Senior Management Team (SMT), Management Board and Members.
10. To take the lead on statistical and process benchmarking and soft market testing of services to enable meaningful comparisons to be made against other service providers in terms of both costs and performance.
11. To communicate effectively with customers, staff, contractors, key stakeholders and Members, demonstrating your ability to use discretion and integrity at all times.
12. To undertake staff performance reviews, sickness absence interviews, disciplinary and capability investigations, including giving formal presentations to panels.
13. To develop and approach Equal Opportunities in terms of both service delivery and employment in accordance with the Councils policies and procedures.

Corporate Accountabilities

• To take responsibility for maintaining own health and attendance. 
• To support, contribute and comply with quality and governance procedures as directed by management.
• To apply and actively promote the principles of the Council’s Equal Opportunities Policy in all areas of employment and service delivery.
• To apply and actively promote the principles of the Council’s Safeguarding Procedure in all areas of employment and service delivery.
• Any other duties as required to support the business, including maintaining business continuity and during civil emergencies. All staff may on occasions be called upon to support the Council to deal with emergency situations affecting the community we serve. In the event of an emergency or a rehearsal for such an event, you may be required to attend at times and at locations outside of the normal hours and duties of the post and to adopt duties directed by the Chief Executive or their nominated representative for the duration of the emergency.
• Any other associated duties detailed by Head of Service or their representative.
• To advise your Line Manager if, at any time, the above duties and responsibilities cannot be performed.

Skills, Knowledge and Experience

(Tested at application and interview stage)

Experience and qualification

1. Substantial experience in managing teams with effective results and development - Essential.
2. Educated to at least HNC/HND standard in a discipline relevant to the post or a clear demonstration that the equivalent depth of understanding has been gained through experience within career to date – Essential.
3. Proven experience in a business management environment – Essential.
4. Experience of working in the waste related industry and / or cemeteries, either in a public sector organisation or an organisation that provides services to the public sector – Desirable.
5. Evidence of a commitment to further accredited professional development – Desirable.
6. Strong evidence of adoption and use of digital technology – Desirable.

Knowledge and Skills (All Essential)

• Strong presentation skills and able to project the appropriate image in all situations.
• Strong communication skills with the ability to communicate at all levels.
• Knowledge of the local government sector and challenges it faces.
• Ability to confidently respond to complex issues.
• Strong analytical and communication skills.
• Ability to inspire and motivate in a positive way.
• Excellent people management skills, to foster and build positive relationships between colleagues in various functions within Operations and colleagues in other services/ directorates.
• Ability to negotiate and influence others positively in order to achieve satisfactory outcomes relevant to the role.
• Demonstrates a high commitment to equality, diversity, and wellbeing through active promotion of these agendas.
• Demonstrates an understanding of the Council's organisational core values and behaviours and a commitment to apply them.

Competencies

(Tested at interview stage)

Communicating Effectively

Demonstrate the effective use of the range of communication methods available: written, spoken, electronic, and use these methods in appropriate ways suitable to the context and situation.

• Communicate with staff and colleagues in a manner which is clear, fluent, accurate and concise.
• Listen well and seek clarification and understanding, avoiding jumping to conclusions or making assumptions.
• Ensure two-way communication is in place for staff, providing opportunities for staff to receive and give feedback.
• Hold regular face-to-face, group and individual meetings to update staff and to exchange information, learning and ideas, etc.
• Ensure that all communications adhere to organisational and legislative requirements such as data protection, equalities, internal standards, etc.

Performing Efficiently and Effectively

Promote good performance, developing clear, structured and efficient ways of managing workload and delivering results.  Staff should challenge themselves and others to perform well, and to adhere to the Council’s performance management systems.

• Ensure that all work done by you and your staff is in line with business and service plans and supports the overall aims and ambitions of the Council.
• Encourage staff and teams to focus on performance.
• Provide opportunities for staff to contribute to planning and improvement of services.
• Use a project management approach to the achievement of key objectives, targets and projects.
• Encourage the use of learning and development as a means of improving service and people performance.
• Understand the Council’s strategy, priorities, services and markets.
• Understand the customer wants and needs and have plans to address these.
• Understand the wider sector in which the Council operates, including the political, economic, commercial and regulatory factors affecting it.
• Understand the Council’s unique selling point (USP) and use it to your advantage.
• Take a commercial view and understand the cost/benefit principles of business planning.
• Have an in-depth knowledge of current market trends and understand how to research and predict future changes.
• Understand the tenets of a good partnership and work effectively with key stakeholders (internal and external).
• Work collaboratively to manage risk and maximise the benefits of opportunities.

Using and Managing Resources Efficiently and Effectively

Demonstrate the effective and efficient use of the full range of resources used in and by the Council including time, finances, staffing, equipment, information, materials, buildings, etc.

• Ensure the efficient use of staff time and skills, deploying staff effectively and monitoring staff related budgets.
• Ensure the efficient use of accommodation, materials and equipment to maximise cost effectiveness and efficiencies, while maintaining standards of health and safety and risk management.
• Ensure that systems of good housekeeping are in place for the management of equipment, accommodation, data, etc. for yourself and your staff.
• Update yourself regularly on resource issues including budget expenditure.
• Ensure that procurement plans are in place for relevant activity.

Engaging with the Customer

Understand the needs and requirements of customers, to provide excellent customer service, and to involve customers in the improvement of services.

• Ensure that your staff work to published customer service standards.
• Seek out and listen to the needs and views of a wide range of customers.
• Ensure that the design and development of services have been shaped by customer needs and expectations.
• Ensure the delivery of services is mindful of the needs and requirements of the full range of customers and does not exclude any part of the customer base both internally and externally.
• Ensure that regular customer feedback is sought, analysed and acted upon.

Working Well Together

Actively foster good working relationships with colleagues and customers in order to collectively achieve the Council’s direction and ambition.

• Co-operate and work well with team members, peers, senior managers and external partners in the pursuit of goals and objectives.
• Establish and maintain constructive and open relationships across the range of people you work with, achieving positive outcomes and sharing feedback with others.
• Establish a culture of team work and co-operation for your staff.
• Encourage problem solving.

Managers/Leaders Competencies

Managing and Developing People

Effectively manage and develop staff in order to achieve the Council’s objectives, improve performance and job satisfaction, and to develop the workforce of the future.

• Use a structured approach to agree clear objectives and monitor progress in a positive way.
• Provide appropriate development inputs for all staff and evaluate outcomes of learning activity.
• Make a personal commitment and contribution to employee development e.g. coaching/ mentoring.
• Take action to resolve performance issues speedily and effectively, and within policy guidelines.
• Develop self-awareness of own management style and seek to develop flexibility in order to be able to work effectively with a range of work styles.
• Create a culture of empowerment in which staff can excel, develop and take ownership of their work and responsibilities.

Other conditions

• This position does not require a DBS check 
• This position is not politically restricted

Job Profile updated
April 2026

Values and behaviours

Our values and behaviours are an integral part of who we are; they are the guiding principles that should inform how we work together, support each other and make decisions.

Our organisation thrives on the dedication and passion of its people and it’s important that we embody these values and behaviours and they become a part of our organisational DNA.

Our vision

We will be ambitious, support each other and work together in new ways to achieve outstanding results

Our core values