Business Operations Manager

Responsibilities:

Business Growth & Pipeline Management:

• Own and manage the firm’s business pipeline, ensuring a steady flow of opportunities.
• Track whether the business has enough active and upcoming work; escalate gaps proactively.
• Drive lead generation efforts (events, referrals, inbound opportunities, partnerships).
• Ensure consistent follow-ups, meetings, and conversion of prospects to clients.
• Maintain a target pipeline (e.g., active prospects, meetings, opportunities) at all times.
• Identify opportunities to upsell and expand existing client engagements.
• Work with the MD to shape commercial strategy and service offerings.

Client Management & Engagement:

• Serve as the primary operational interface for clients (especially new and escalated engagements).
• Coordinate client communication, meetings, and follow-ups.
• Ensure strong client experience and satisfaction across engagements.
• Handle client escalations and relationship risks proactively.
• Ensure the business is consistently maximizing value from existing clients.

Operations & Delivery Oversight:

• Oversee day-to-day operations across all teams and engagements.
• Monitor work allocation, delivery progress, and team capacity.
• Ensure all projects are on track, properly staffed, and executed efficiently.
• Track team productivity and output across functions (Advisory, HR, etc.).
• Identify and resolve operational bottlenecks.
• Ensure alignment between client needs and internal execution.

Office & Administrative Management:

• Oversee overall office operations and administration.
• Supervise the Admin function, ensuring smooth day-to-day office management.
• Monitor attendance, availability, and workforce coordination.
• Ensure operational decisions consider the impact on client delivery.

Commercial Performance & Revenue Oversight:

• Monitor revenue generation and performance across engagements.
• Track how work translates into revenue and business growth.
• Collaborate with Finance to understand cash flow, billing, and collections status.
• Ensure alignment between pipeline, delivery, and revenue outcomes.

Performance Management & Reporting:

• Track business performance metrics (pipeline, conversions, delivery, revenue).
• Monitor team productivity and departmental output.
• Produce regular performance reports and insights for the MD.
• Identify areas requiring improvement or intervention.

Requirements:

• Bachelor’s degree in Business Administration, Management, Economics, or related field.
• Professional certifications in project management or business management are an advantage.
• 4-7 years’ experience in operations, business management, or consulting environment.
• Proven experience in business development, client management, or revenue growth roles.
• Experience in a professional services or advisory firm is highly desirable.
• Business development and pipeline management.
• Strong client relationship management.
• Operational and execution excellence.
• Commercial and revenue understanding.
• Strategic thinking with execution ability.
• Data-driven decision making.

Key Performance Indicators:

• Strength and consistency of business pipeline (number of active leads, meetings, opportunities).
• Revenue growth and contribution from new and existing clients.
• Client acquisition and conversion rates.
• Client retention and satisfaction.
• Utilization and productivity of teams.
• Operational efficiency and delivery timelines.
• Digital-to-business conversion (leads generated from marketing efforts).
• Overall business performance against targets.