Operations Manager – Systems & AI Enablement at Robert Walters

• We are seeking a hands-on Operations Manager to drive systems optimisation and AI enablement across a professional services group. This role focuses on implementing and maintaining core business systems, embedding AI tools into workflows, and improving operational efficiency. Reporting to senior leadership, the ideal candidate combines technical literacy, process improvement expertise, and the ability to engage credibly with stakeholders at all levels.

Summary:

• This role balances technical implementation with strategic execution, requiring a hands-on approach to program ownership. Success will depend on the ability to work independently, drive outcomes, and navigate complex challenges with both rigor and commercial insight. Candidates who thrive in self-directed environments and are proactive in delivering results will be best suited for this position.

Key Responsibilities:
Systems Ownership & Optimisation

• Manage and optimize core business systems (e.g., Accelo, HubSpot, ClickUp, UpSlide) to ensure proper implementation, adoption, and ongoing improvement.
• Develop dashboards and reports that provide visibility into project profitability, utilisation rates, pipeline status, and delivery progress.
• Ensure data integrity through training, accountability structures, and documented Standard Operating Procedures (SOPs).
• Collaborate with internal teams and external providers to resolve system issues and drive continuous improvement.

AI Integration & Enablement

• Lead the integration of AI tools (e.g., Claude, ChatGPT) into business processes to enhance productivity and efficiency.
• Design workflows powered by AI tools for various business units and measure their impact (e.g., time saved, quality improved).
• Develop training materials, prompts, SOPs, and best practices to ensure sustainable AI adoption across the organisation.
• Stay updated on emerging AI technologies and proactively recommend innovations.

Process Design & Operational Excellence

• Map existing workflows to identify bottlenecks and implement practical solutions.
• Write and maintain SOPs across business functions to standardise operations.
• Establish an operating rhythm for leadership meetings, tracking progress against goals.
• Support on-boarding by creating structured guides that enable new staff to be productive within one week.

Finance & Operations Support

• Collaborate with finance teams to make project profitability visible in systems like Accelo.
• Assist in building financial and operational reports that provide real-time insights for leadership.
• Identify operational risks or inefficiencies and propose actionable solutions.

Stakeholder Management

• Drive adoption of systems and processes across all levels of the organization, including senior executives.
• Manage cross-functional workstreams or small teams to deliver implementation projects successfully.
• Hold stakeholders accountable for deadlines, compliance, and agreed outcomes diplomatically but firmly.

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Information Systems, Finance, or a related field.
• 5–8 years of experience in operations management, consulting, or systems-focused roles.
• Proven track record of implementing or managing business systems (e.g., CRM, PSA, ERP).
• Hands-on experience using AI tools (e.g., ChatGPT or Claude) with specific examples of practical applications.
• Strong analytical skills with the ability to interpret data reports effectively.
• Experience writing SOPs and driving process improvements across multiple functions.
• Exposure to professional services or consulting environments is highly advantageous.

Core Competencies:
Technical Skills:

• Proficiency in system implementation and administration.
• Familiarity with AI tools for workflow optimisation.
• Data analysis capabilities using Excel or similar platforms.

Leadership & Communication:

• Commercial judgement and business acumen.
• Ability to manage stakeholders at all levels professionally.
• Strong written/verbal communication skills for reporting progress and influencing change.

Personal Attributes:

• Self-directed with a proactive approach to problem-solving.
• Organised and detail-oriented; able to manage complexity without losing focus.
• Intellectually curious about technology trends and eager to experiment with new tools.
• Resilient under pressure; thrives in ambiguous situations by creating structure where needed.