CRP Operations Manager

Summary

Join our team as the Central Resource Pool (CRP) Operations Manager, reporting to the Head of Global Initiatives and Standards. You will be responsible for providing people resources to Football, working closely with the Global Standards and Initiatives team and Football Leagues/Events. Oversee a team of approximately 90 operators, ensuring effective resource allocation and utilization, aligning customer demands and work-life balance. Lead workforce development, manage the budget, and champion employee engagement. This role offers the opportunity to play a pivotal part in the growth and success of a high-impact operational team supporting world-class football events. You’ll have the chance to shape the strategic direction of the CRP, drive innovation, and lead a diverse and talented workforce.

Requirements

• Proven experience leading resource planning, workforce development, and performance management
• Strong track record in managing large-scale operational delivery projects with complex communication lines
• Experience managing budgets and forecasting
• Ability to collect, analyse, and act on operational data to improve team performance and efficiency
• Strong understanding of performance management and employment law compliance
• Solutions-focused mindset with a proactive approach to operational challenges
• Meticulous planner with exceptional organisational skills, capable of managing multiple projects and priorities simultaneously
• Excellent communication and relationship-building abilities across diverse teams and regions
• Proven ability to implement engagement initiatives that enhance employee satisfaction and retention
• Willingness to travel within Europe and internationally as required
• Ability to thrive in a fast-paced, dynamic environment with a forward-thinking approach

Responsibilities

• Lead and direct the CRP Management team in delivering resourcing requests, working closely with the Training and Standard team to align the resources to the HEI standards
• Execute strategic plans for the CRP, ensuring we have the right number of employees for our internal customer’s needs, and the CRP’s potential future growth as a pool of multi-skilled operators
• Manage scheduling pipelines and forecast staffing needs for upcoming events over a 9-12 month horizon
• Establish and maintain Service Level Agreements (SLAs) with supported projects, regularly reviewing adherence and addressing performance gaps
• Implement action plans to mitigate resource shortfalls, including leveraging flexible staff during peak periods
• Develop, manage, and monitor the CRP budget to ensure cost neutrality
• Manage internal recharging rates across projects
• Track and analyse key operational metrics, including resource utilisation and cost efficiency
• Establish feedback loops to assess the performance and quality of CRP staff
• Use data insights to inform resource planning, operational improvements, and strategic decision-making
• Regular Management reporting on the status of CRP, including the level of workforce, allocation, upcoming forecasting and action areas
• Track progress reports against defined KPIs, and identify areas for improvement
• Conduct objective performance reviews, providing actionable feedback to improve staff quality and performance
• Ensure compliance with employment laws and regulations, manage worker relations and address employee concerns effectively
• Champion employee engagement and work-life balance initiatives
• Promote career development pathways and growth opportunities within the CRP
• Foster a diverse, equitable, and inclusive workforce

Benefits

• Flexible across locations within Europe
• Remote with occasional travel to Basingstoke/on-site with operators
• ��45,000 - £55,000