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Senior Operations Manager

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Reports to: Head of Debt Free London 

Working closely with: Head of Debt Free London & Debt Free London Management Team  

Direct reports: N/A 

Salary: £40,000 per annum 

Working hours: 35 hours per week 

Location: 28 Commercial Street, London E1 6LS  (Hybrid working minimum 2 days onsite)

Deadline: 08 June 2022 (5pm)


Toynbee Hall is a charity where people come for excellent local services and where they can share ideas and experience, gather information and knowledge that we use together to take action to change lives and eradicate poverty. Our programmes include free advice services, financial inclusion services, wellbeing services, including work with older people and community learning services supporting young people and new migrants.  

Funded by the Money and Pensions Service, Toynbee Hall is the lead partner of a London-wide free face-to-face debt advice partnership which supports over 24,000 Londoners with their debt and money problems each year. Our trained and accredited advisors are based across 21 partner organisations and help with all types of money worries from rent and council tax arrears to credit card and catalogue debt.  

We can work with clients to prioritise their bills & debts, helping them to write letters and advocating on their behalf. 


Job purpose

  1. Service Operations 

  1. Projects and Process Management 

  1. Budget Management 

  1. Recruitment and Onboarding 

  1. Contribute to Team 



  1. Service Operations 

This includes: 

  • Daily work with departments across the organization to help solve issues and create effective, scalable solutions. 

  • Production of high-quality reports to senior leadership.  

  • Day to day management of IT operations, ensuring all team members have equipment in good working order to deliver high-quality service.   

  • Build and maintain structure, operating standards and practices that are responsive and adaptable to evolving business needs.  

  • Support the sharing of learning and good practice identified through quality assurance and service improvement, across suppliers as required by Toynbee Hall and/ or the funder. 


  1. Projects and Process Management 

This includes: 

  • Map the key business processes, document and ensure they are reviewed frequently for updates. 

  • Manage the operations planning and any applicable reporting.  

  • Conduct appropriate business analysis in order to propose solutions to support the growth and expansion of the organisation.  

  • Design and implement the necessary automation of processes and systems across Debt Free London.  

  • Establish standards, parameters and wider expectations for quality, accuracy, timeliness of work expected.  

  • Propose initiatives to improve client experience and drive efficiencies.  

  • Drive improvements and make recommendations to enable the ongoing improvement of processes.  

  • Support day-to-day use of omnichannel system to ensure client and business objectives are achieved.  

  • Exploring and defining which projects the team should prioritise and setting a timeline to reach goals quickly improve operational effectiveness and create processes and systems to support high growth. 


  1. Budget Management 

This includes: 

  • Working closely with the Head of Debt Free London to manage annual budgets and spending.  

  • Sourcing products competitively to ensure best price / value is received on all equipment and services necessary for business.  


  1. Recruitment and Onboarding  

This includes: 

  • Leading large-scale recruitment, hiring and onboarding of new team members.  

  • Development of standardized team induction and training as well as career path planning 


  1. Contribute to Team 

This includes: 

  • Be an active member of the team, identifying opportunities for your own development 

  • Advise wider team on recent developments and changes in work 

  • Work in collaboration with our funder, and with colleagues from across their other funded organisations, managing key projects and meetings including the Money and Pension Service Quality Forum 

  • Compliance with Toynbee Hall policies and procedures, including health and safety 

  • Demonstrate financial efficiency and value for money throughout work 



  1. At least five years of project management experience 

  1. Sense of ownership and pride in your performance and its impact on the organisation’s success 

  1. Critical thinker and problem-solving skills 

  1. Exceptional time-management skills  

  1. Proven ability to identify operational failures affecting quality and workflow, and find appropriate and effective solutions 

  1. Ability to work on own initiative or as part of a team 

  1. Influencing and negotiating ability 

  1. Excellent interpersonal skills and an ability to build relationships with staff at all levels 

  1. Ability to collate information and write concise summaries, contribute to grant proposals 

  1. Ability to plan effectively and realistically, managing own workload in a busy environment and working accurately to agreed deadlines 

  1. Proven ability to plan and allocate work, monitoring achievement of deadlines, and supporting entire organisation as appropriate 

  1. Strong Stakeholder Management, Project Management & Influencing skills with good understanding of Lean and Business Process Management techniques.  



  1. Experience with Learning & Development 

  1. Experience with Recruitment, Onboarding & People Management 

  1. Experience managing external suppliers 


Important dates and how to apply

Please send your application to: by 08 June 2022 (5pm)