Operations Manager

WESTPOLE is looking for an Operations Manager (OPMG) to work at one of its clients in the European Institutions based in Brussels.

This role ensures the seamless execution of daily operations, manages team coordination, and acts as the primary liaison with the client.

You will be responsible for maintaining service quality, operational continuity, and team performance, while also driving continuous improvement and innovation.

This is an excellent opportunity for a Junior Operations Manager willing to put their steps into a first management role.

Key Responsibilities:

Operational Oversight

• Supervise day-to-day service delivery activities, ensuring alignment with contractual obligations and client expectations.
• Manage workloads, absences, and resource planning across the delivery team.
• Serve as the main point of contact for AV Service on operational matters.

Team Leadership & Coordination

• Lead a team of service providers and oversee the work of three key coordinators:
• Quality Coordinator (QUCO): Conducts audits and ensures quality standards in summaries, descriptions, and indexation.
• Knowledge Coordinator (KMCO): Maintains the knowledge base, updates the wiki, and identifies training needs.
• Technology Coordinator (TNCO): Ensures the team is trained and informed on emerging technologies and tools.

Quality & Compliance

• Collaborate with QUCO to conduct regular audits and provide feedback to AV Service.
• Ensure compliance with internal quality frameworks and AV Service guidelines.
• Monitor and report on KPIs and SLA adherence.

Training & Development

• Coordinate onboarding and offboarding processes.
• Identify skill gaps and collaborate with KMCO to define training plans.
• Support career development opportunities within the team.

Reporting & Communication

• Prepare monthly reports and contribute to strategic reviews with AV Service.
• Facilitate clear and timely communication across all stakeholders.
• Use collaborative tools to manage remote work and ensure team cohesion.

Required Skills & Experience:

• Proven experience in operations or service delivery management, preferably in a European institutional context.
• Strong leadership and team coordination skills.
• Excellent communication and stakeholder management abilities.
• Familiarity with audio-visual content workflows and metadata standards is a plus.
• Fluency in English; knowledge of French is an asset.