IMA Operations Manager

IMA Operations Manager Job Description and Person Specification

Reporting to: Chief Executive Officer

Role  Purpose:  To  lead  and  develop  IMA  operations  and  deputise  for  the  CEO  when

required.

Roles reporting into this position:  Money Advice Specialist, Membership Marketing and

Communications Manager, Policy Officer and an Administrator

Key accountabilities

1. Operational

Oversight of all IMA operations and service delivery responsibilities

management

which fall within the scope of the role’s direct reports.

2. Customer

Relationship

Management

a)  Providing operational oversight of the organisation’s CRM

system,  ensuring  it  supports  efficient  delivery  of  training,

membership, and other core services.

(CRM) System

b)  Using  CRM  data  and  reporting  tools  to  identify  business

development opportunities and produce insights to inform

strategic decision-making.

c)  Monitoring  and  improving  CRM  workflows  to  enhance

efficiency, accuracy, and consistency across teams.

d)  Identifying and implementing improvements to the CRM

user experience, ensuring the system is intuitive and adds

value for staff, members and customers.

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2. Training

Responsibility for managing and developing all IMA training

provision and delivery, including:

a)  producing training programmes and learning events that

meet the needs of money advisers.

b)  Overseeing any funded training activity, including

managing relationships and meeting reporting

obligations. ensuring the quality and consistency of all

IMA training, including managing a pool of freelance

trainers and overseeing quality assurance processes.

c)  Analysing training feedback data and driving continuous

improvement in course content and learner experience.

d)  maintaining accreditation of the Certificate in Money

Advice Practice and Debt Advice Development Pathway.

e)  managing the Institute’s Money and Pensions Service

(MaPS) accredited training delivery and assessment.

f)  Negotiating with in-house training customers, securing

their business, and working collaboratively to develop

bespoke training solutions that meet their specific needs.

3. People

Lead and manage staff in the effective delivery of services,

management

including:

a)  managing the performance and development of staff,

mainly through supervision and the appraisal process.

b)  creating a positive working environment, in which staff

wellbeing and equity, diversity and inclusion are well-

managed and staff can do their best.

c)  planning and allocating work, monitoring achievement of

outputs and targets and supporting staff as appropriate.

d)  recruiting and arranging the induction of new staff as

required.

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4. General

operations

management

and deputising

for the CEO

a)  monitoring, analysing and interpreting management

information, identifying statistical trends and reporting to

the CEO and other parties as required.

b)  providing operational insight into Senior Management

Team meetings to support the effective delivery and

strategic development of IMA services.

c)  assisting the CEO with key projects.

d)  Deputising for the CEO and representing the IMA at

external events, when required.

e)  Leading the development of new technology to support

the needs of members and the wider IMA business.

f)  contributing flexibly as part of the team to assist in the

smooth-running of IMA services.

g)  undertaking any other duties as may be reasonably

required within the scope of the role.

h)  adhere to the IMA’s Manager competencies.

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PERSON SPECIFICATION

Essential

1.

2.

Ability to use Microsoft 365 software packages.

Ability to quickly learn, manage and optimise digital platforms including Customer

Relationship Management (CRM) systems.

3.

Strong written and oral communication skills, with excellent attention to detail and

the ability to convey complex information concisely and accurately.

4.

5.

6.

7.

Proven ability to lead, motivate and effectively manage others.

Ability to manage complex projects and programmes, including high-profile events

and technology implementations.

Ability to develop and manage good relationships with stakeholders.

Substantial and recent experience of giving either frontline or second-tier debt

advice, with a strong understanding of the money advice sector.

8.

Ability to work flexibly, to manage several diverse activities at one time and to

resolve conflicting priorities effectively.

9.

Ability to work on own initiative and flexibly as part of a team.

10.

 Ability to apply Equity, Diversity and Inclusion principles in operational practice

and team management.

11.  Understanding of the purpose and role of the Institute of Money Advisers and

commitment to its aims.

Desirable

12.  Experience of managing the implementation of CRM systems and new

technologies.

13.  An understanding of adult learning and experience of successfully managing

programmes of learning and/or qualifications.

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