Operations Manager

Company Description

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

Reports to:
Senior Operations Manager

The Role

The Operations Manager is responsible for the professional operational delivery of their allocated events; features and projects. You will ensure that all are delivered to the highest possible standards and to the satisfaction of all parties involved consistently throughout the year.

Reporting to the Senior Operations Manager / Head of Operations, the Operations Manager will be responsible together with the Senior Operations Manager / Head of Operations for implementing the Operations objectives.

The Operations Manager should lead by example and demonstrate a professional responsibility to the department at all times.

Job Summary/Responsibilities

Operational Duties

• Be the key point of contact for the show teams in all matters on your allocated shows, internal and external.
• Accountability for setting, regular forecasting & achieving operational show budgets for allocated events.
• Responsibility for successful show management and technical delivery including features & fully undertaking all related tasks.
• Manage production and implementation of show project plans ensuring all operational tasks are carried out on a timely basis according to individual project plans and within deadlines across all your events.
• Ensuring all allocated events are working within the company’s H&S, Security & Sustainability guidelines at all times
• Implementation of internal and external Service Level Agreements on all allocated events.
• Oversee production and delivery of the show exhibitor manual
• Communicate with suppliers to manage the brief, design, feature production and signage process in co-ordination with show teams and sponsors.
• Communicate with suppliers and show teams to manage the brief, design, production and management of Registration areas and overall welcome experience.
• Compile post event reports and KPI analysis
• In collaboration with the Procurement team, monitor the ongoing performance of key contractors and troubleshoot / identify remedial action as required on each event.
• Work on the implementation of changes / improvements to the Customer Journey.
• Leads by example to ensure Ops team know what customer service level is expected. 
• Sets up routes of communication, constructive feedback with internal and external parties to always ensure best customer experience. 
• Ensures customer feedback is translated into future process changes.
• Perform any other duties commensurate with the grade and level of responsibility.

Management

• Manage, mentor & develop line reports & others within the Operations team, You will manage line reports on a day to day basis where applicable, each of these may be allocated across multiple events throughout the year requiring you to work alongside other Operations Managers to effectively balance workloads & priorities for each team member individually.
• Setting, monitoring and management of direct reports’ performance objectives and identifying training needs.
• Work with colleagues to achieve best practice in terms of operational planning and management.

Compliance / legal / H&S / Sustainability

• Adhere to all Informa compliance requirements and monitor supplier performance to ensure they are meeting our requirements
• Follow the complete HSS Operating Model for all allocated events, submitting paperwork as required in a timely and concise manner and embedding best practice & continual improvement’s into all your event planning
• Collaborate with Informa H&S team to ensure suppliers meet and exceed our H&S requirements.
• Work with H&S team on remedial measures where necessary
• Be an active partner of the Informa Sustainability team and look for opportunities to support and enhance our sustainability initiatives

Qualifications

Qualities needed for the role

• Must have independently and successfully managed operations on exhibitions to a consistently high standard.
• Ability to anticipate problems and/or put contingency plans in place
• Excellent interpersonal skills and the ability to inspire and motivate others.
• Great communication skills – being able to liaise with all Operations team members as well as working with Event Director level within event teams

Qualities needed for culture fit

• Positive attitude and open minded; ability to listen to others views and opinions
• Team player; good humoured
• Act with integrity
• Professional customer focused attitude; ability to stay calm and patient under pressure
• Forward thinking, flexible and able to trouble shoot
• Ability to work in a multicultural environment and respectful of other cultures
• Flexibility and adaptability
• Willingness and ability to travel across EMEA region

Skills required

• You will possess a good working knowledge of the exhibition industry & venues as well as a strong existing network of high-quality suppliers to the exhibition industry
• A proven ability to work to tight deadlines, with attention to detail under pressure on multiple shows at once is a pre requisite.
• Computer literate and proficient in the use of commonly used business software
• Effective verbal and written English communication skills

Desired

• Experience of managing, supporting & developing individuals and / or line reports
• IOSH Managing Safety Certificate
• Additional Languages

Additional Information

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include: 

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely.
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks.
• Broader impact: take up to four days per year to volunteer, with charity match funding available too.
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves.
• Time out: 21 days annual leave, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year.
• A comprehensive company funded private medical insurance with international coverage.
• A ShareMatch scheme that allows you to become an Informa shareholder from the start of your employment, and benefit from free matching shares.
• Strong wellbeing support through EAP assistance, mental health first aiders, and access to health apps and more.
• Recognition for great work, with global awards and kudos programmes.
• As an international company, the chance to collaborate with teams around the world.     

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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