General and Operations Managers

Operations & Service Delivery

Level 7733 of 1200 points

Job description

General and Operations Managers

Job purpose

To plan, direct and coordinate the operations of the organisation across multiple departments or locations, formulating policy, managing daily production, pricing, sales and distribution activity and planning the use of materials and human resources, so that operational and financial targets are met efficiently.

Skills

Broad general management knowledge rather than a single functional specialism: business and management principles covering strategic planning, resource allocation and leadership technique; customer service standards and needs assessment; production processes, raw materials, quality control and costs; personnel practice across selection, training and reward; and economic, accounting and applied mathematical principles. A high school diploma is the most common qualification, with a comparable proportion holding a bachelor's degree and a further group some college courses, together with several years of related experience and on-the-job training.
Communicates throughout the working day with supervisors, peers and subordinates by e-mail, telephone, written memo and in person. Guides and motivates subordinate supervisors, sets performance standards and coaches staff; agrees departmental policy and goals with board members and organisation officials; deals with external customers and the public; and negotiates with suppliers. Handles complaints and grievances, and must often persuade other department managers to align with a plan they do not own.
Reviews financial statements, sales and activity reports and other performance data to measure productivity against goals and identify where cost must be reduced or programmes improved; and sets prices and credit terms from forecasts of customer demand. Problems are diverse and cross-functional rather than confined to one specialism, and decisions are taken frequently with consequences for co-workers and company results.
Establishes departmental policies, goals and procedures, develops long-range objectives and the strategies to achieve them, prepares staff work schedules and assigns specific duties, directs financial and budget activity, and coordinates initiatives such as sales promotions that depend on other departments. Priorities are largely self-determined and held against sustained time pressure.
Work is carried out at a computer and in meetings, with travel between departments or locations in an enclosed vehicle. Common protective or safety equipment such as safety shoes, glasses, gloves or hearing protection is worn where operations require it.

Responsibilities

Manages through subordinate supervisors across multiple departments or locations. Performs personnel functions including selection, training and evaluation, prepares work schedules and assigns duties, and is accountable both for the work outcomes of other workers and for their health and safety.
Directs or coordinates financial and budget activities to fund operations, maximise investments and increase efficiency; sets prices and credit terms; and monitors suppliers to ensure goods and services are provided within budgetary limits. Commits operating expenditure with considerable freedom inside policy agreed with board members and officials.
Directs production, pricing, sales and distribution activity and the administration behind it, manages the movement of goods into and out of production facilities, oversees inventory and premises including remodelling and recommendations for new facilities, and implements recycling, conservation and waste management programmes.
Owns the performance reporting for the areas managed, compiling, verifying and interpreting financial, sales and activity data for board members, officials and staff. Accuracy is material because pricing, staffing and cost decisions are taken directly from it.

Effort required

Decisions are made with great frequency, drawing on information from many sources and spanning matters as different as production, pricing, distribution, personnel and budget, and each must be exact because staffing and cost decisions follow directly from it. Judgement is exercised under time pressure and reaches co-workers and company results.
Carries accountability for the health and safety of other workers and for the results of those managed, delivers unwelcome personnel and cost decisions, and works amid conflict situations and with unpleasant, angry or discourteous people among customers, suppliers and staff, in a competitive setting.
Seated work at a computer for part of the day, with journeys between locations in an enclosed vehicle. No lifting or significant exertion is recorded.

Working conditions

Indoors and environmentally controlled for most of the working time, with journeys between departments or locations in an enclosed vehicle and common protective equipment worn where operations require it. Work is done in close physical proximity to others, and exposure to conflict situations and to unpleasant, angry or discourteous people is a recurring feature, alongside dealings with external customers and the public.
Most incumbents work more than forty hours a week, the large majority on a regular established schedule, with a minority whose hours shift with weather, production demands or contract duration. Operates with considerable autonomy, determining own tasks, priorities and goals and deciding frequently, within policy set jointly with board members and organisation officials, and answerable for the outcomes and results of the workers managed.

Skills

40% · 298 points▾

KnowledgeLevel 4 of 8
72 of 144 points
Factual and theoretical knowledge in broad contexts within a field of work. The job requires a range of thinking and practical knowledge to find solutions to specific problems in the job or study area.
Interpersonal and communication skillsLevel 4 of 5
77 of 96 points
Advanced communication and interpersonal skills. The job holder is required to manage complex interactions, mediate interpersonal conflicts and support group collaboration.
Problem-solving skillsLevel 4 of 5
77 of 96 points
Non-standard problems. The job involves solving complex, non-standard problems involving multiple factors to consider. Solutions often require careful analysis and the adaptation of current methods.
Planning and organisational skillsLevel 4 of 5
58 of 72 points
Advanced organisational skills required. The job requires planning and managing complex, often overlapping tasks or schedules. The job requires a degree of autonomy and joint planning, and managing interdependencies across teams or departments.
Physical skillsLevel 1 of 5
14 of 72 points
Minimal physical skills required. The job requires basic physical skills, such as handling light objects or using simple tools.

Responsibility

35% · 265 points▾

PeopleLevel 4 of 5
115 of 144 points
High level of responsibility for people. The job involves significant responsibility for the well-being and development of others. This includes making decisions that affect others' jobs, tasks or welfare, such as managing teams, providing care, teaching or ensuring psychological safety. It can also include hiring, evaluating, motivating, coaching and leading workers.
Goods and equipmentLevel 2 of 5
34 of 84 points
Some responsibility for goods or equipment. The job involves the use and maintenance of equipment or stock, and the job holder is responsible for ensuring resources are used appropriately and safely.
InformationLevel 3 of 5
58 of 96 points
Moderate responsibility for information. The job involves managing information to ensure it is accurate, of high quality and secure. The job holder may make decisions about the handling of sensitive data.
Financial resourcesLevel 3 of 5
58 of 96 points
Moderate responsibility for financial resources. The job requires handling significant financial resources, including managing budgets, overseeing expenditures, being accountable for spending and participating in financial decision-making.

Effort

15% · 106 points▾

Mental effortLevel 4 of 5
48 of 60 points
Very high level of mental effort. The job requires continuous high-level mental concentration, with few or no breaks, involving intellectually demanding tasks that require continuous focus.
Psychosocial and emotional effortLevel 4 of 5
58 of 72 points
High psychosocial and emotional effort. The job involves frequent exposure to emotionally charged situations, requiring significant resilience and managing personal emotions while interacting with others.
Physical effortLevel 0 of 5
0 of 48 points
Not applicable. The job does not require any physical effort.

Working Conditions

10% · 64 points▾

Environment (physical, psychological or emotional)Level 3 of 5
50 of 84 points
Regular exposure to hazards or stress. The job requires regular exposure to physical hazards (e.g. exposure to chemicals, temperature extremes or minor risk of injury) or moderate psychological risks (e.g. isolation, repetitive tasks or occasional threats of violence). It may occur monthly or as a build-up of milder hazards.
Organisational environmentLevel 2 of 5
14 of 36 points
Occasional organisational demands. The job may involve occasional irregular hours (e.g. the requirement to work weekends or holidays), minimal travel or limited digital connectivity outside normal working hours.