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Presentations Operations Services Manager
Salary: £43,000 per annum, plus company benefits
Location: Leeds, LS10 1AB
Contract: Permanent, full time
Hours: 37.5 hours per week
Shifts: Mon-Fri. Flexibility to work day, evening, and overnight shifts is required.
Break: 30 mins
Work model: Full time onsite
Purpose of role
As Presentations Operations Services Manager, you will lead the Leeds Presentations team, ensuring the delivery of exceptional customer service, high-quality presentation support, and outstanding operational performance for our Bank of America account.
You will be responsible for service delivery, people leadership, financial performance, and continuous improvement, ensuring contractual SLAs, KPIs, and business objectives are achieved. Working closely with clients, stakeholders, and colleagues across Leeds and London, you'll drive team performance, develop talent, optimise resources, and identify opportunities to enhance efficiency and customer experience.
This is a hands-on leadership role requiring strong operational management skills, commercial awareness, and a passion for delivering service excellence.
Key Responsibilities
Service Delivery & Operations
Lead the day-to-day operation of the Leeds Presentations team.
Ensure delivery of a high-quality, accurate, and client-focused service.
Monitor workflow, capacity, and utilisation to achieve SLA, KPI, and budget targets.
Drive continuous improvement in processes, productivity, and customer experience.
Resolve operational issues and mitigate risks to maintain service excellence.
Maintain and review operational procedures, quality standards, and compliance requirements.
Collaborate with London-based teams to ensure consistency in service delivery, quality, and resource management.
People Leadership
Lead, coach, and develop Team Leaders and Presentation Operators.
Conduct performance reviews, regular 1:1s, and development planning.
Support recruitment, onboarding, succession planning, and talent development.
Manage attendance, absence, performance, and employee relations matters in line with company policies.
Foster a collaborative, inclusive, and high-performing team culture.
Ensure key communications are effectively shared across the team.
Client & Stakeholder Management
Build and maintain strong relationships with clients and internal stakeholders.
Act as a key point of contact for service feedback, escalations, and improvement opportunities.
Monitor client satisfaction and identify opportunities to enhance service delivery.
Ensure a professional, consultative approach in all client interactions.
Financial & Commercial Management
Support budget management and cost control initiatives.
Monitor operational performance, overtime, and resource utilisation.
Analyse performance data and provide operational and financial reporting.
Identify risks and opportunities to support business growth and contractual performance.
Key Competencies and Skills
Proven experience leading operational teams within a service-driven environment.
Strong people management, coaching, and performance management skills.
A customer-focused mindset with a commitment to service excellence.
Excellent communication and stakeholder management skills.
Strong problem-solving, planning, and organisational abilities.
Experience using data and metrics to drive performance improvements.
Ability to work effectively under pressure and manage multiple priorities.
Experience working within a corporate or professional services environment.
Knowledge of Microsoft Word, Excel, and PowerPoint (desirable)
Experience with Adobe Creative Suite or presentation design services (desirable).
Familiarity with situational leadership principles (desirable).
Using AI in your application
We’re happy for you to use AI tools to research us, polish your cv/cover letter, and practice interviews. Please make sure everything you submit reflects your authentic skills and experience.
To keep things fair, please don’t use AI to invent or exaggerate achievements, complete assessments (unless we say it’s allowed), or to generate live interview answers.
Rewards and Benefits
We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:
25 days holiday, plus bank holidays (pro-rata for part time roles)
Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
Life Assurance
Private Medical Insurance
Dental Insurance
Health Assessments
Cycle-to-work scheme
Discounted gym memberships
Referral Scheme
You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!
Equality and Diversity
The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.
If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).
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