Job Title
Operations Manager
Reports To
Operations Director
Location Walsall

Role Overview
The Operations Manager is responsible for leading and developing the temporary driver recruitment division, ensuring exceptional service delivery to clients while achieving commercial growth and operational excellence. The role combines strategic leadership with hands-on operational management, overseeing recruitment consultants, compliance, client relationships, and business performance.
The Operations Manager will be accountable for maximising profitability, driving business development, maintaining industry-leading compliance standards, and ensuring the consistent supply of high-quality temporary drivers to meet client demands.
Key Responsibilities
Operational Leadership

• Lead the day-to-day operations of the temporary driver recruitment division.
• Develop and implement operational strategies to improve efficiency, profitability, and service quality.
• Ensure the branch consistently meets and exceeds financial and operational KPIs.
• Monitor market trends and adapt recruitment strategies accordingly.
• Produce regular management reports on branch performance.

Team Management

• Recruit, train, mentor, and develop recruitment consultants and support staff.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Set individual and team objectives aligned with company goals.
• Foster a positive, high-performance culture focused on accountability and customer service.
• Manage staffing levels and resource planning.

Business Development

• Identify and secure new business opportunities within the transport and logistics sector.
• Develop strategic relationships with key clients and decision-makers.
• Increase revenue through account growth, cross-selling, and retention strategies.
• Attend client meetings, networking events, and industry forums.
• Negotiate commercial agreements and service contracts.

Client Relationship Management

• Build long-term partnerships with existing and prospective clients.
• Ensure outstanding customer service and rapid resolution of any service issues.
• Conduct regular client reviews to identify opportunities for service improvements.
• Monitor client satisfaction and implement continuous improvement initiatives.

Recruitment & Candidate Management

• Oversee the recruitment, onboarding, and retention of high-quality temporary drivers.
• Ensure driver availability aligns with client demand.
• Support consultants with difficult vacancies and major recruitment campaigns.
• Promote candidate engagement and retention initiatives.

Compliance & Quality Assurance

• Ensure full compliance with all relevant legislation including:
  • Driver CPC requirements
  • Working Time Directive
  • Agency Workers Regulations (AWR)
  • Right to Work legislation
  • GDPR
  • Driver licence checking procedures
• Maintain accurate records and ensure audit readiness at all times.
• Monitor compliance KPIs and implement corrective actions where necessary.

Financial Management

• Manage branch budgets, margins, and profitability.
• Monitor payroll, invoicing, and gross profit performance.
• Control operating costs while maintaining service quality.
• Forecast revenue and resource requirements.
• Analyse financial reports to identify growth opportunities.

Health & Safety

• Promote a strong health and safety culture across the business.
• Ensure all temporary workers receive appropriate inductions and safety briefings.
• Investigate incidents and implement preventative measures where required.

Key Performance Indicators (KPIs)

• Branch revenue growth
• Gross profit margin
• Client retention and satisfaction
• New business wins
• Temporary worker fill rates
• Driver retention
• Compliance audit results
• Consultant productivity
• Payroll accuracy
• Vacancy fulfilment times

Skills & ExperienceEssential

• Proven management experience within recruitment, preferably temporary recruitment.
• Strong knowledge of the transport and logistics sector.
• Experience managing recruitment consultants and operational teams.
• Demonstrable success in business development and account management.
• Excellent commercial awareness and financial management skills.
• Strong leadership, coaching, and people management abilities.
• Excellent communication and negotiation skills.
• Ability to work under pressure in a fast-paced environment.
• Full UK driving licence.

Desirable

• Experience within temporary driver recruitment.
• Knowledge of transport legislation and compliance requirements.
• CPC or transport industry qualifications.
• Experience using recruitment CRM systems and driver management platforms.

Personal Attributes

• Commercially driven
• Results-focused
• Strong decision-maker
• Highly organised
• Excellent problem solver
• Customer-centric
• Resilient and adaptable
• Professional and ethical
• Motivational leader

What Success Looks LikeA successful Operations Manager will build a high-performing recruitment team, deliver exceptional service to clients, maintain industry-leading compliance standards, consistently achieve financial targets, and drive sustainable business growth while establishing the division as a trusted recruitment partner within the transport and logistics sector.