Kelly Services Sr Operations Manager - Virtual in United Kingdom

The GTS Operations Manager is responsible for ensuring overall service delivery excellence and efficiency while also managing operational activities and assigned staff for a large and/or complex account(s). They must interface with a variety of stakeholders that could include client sponsors, internal stakeholders, end-users, employees, and suppliers. This role serves as the single point of contact for the client(s) and is accountable for delivering a “One Kelly” solution. In addition, this position will be focused on improving employee and client engagement.

The GTS Operations Manager is also responsible for driving account efficiencies, overseeing opportunity identification within the client portfolio, and managing a P&L(s). This role will manage and lead a team that may sit onsite within a client location, within a Kelly branch, or remotely depending upon the needs of the client.

Duties and Responsibilities:


Service Delivery Excellence

  • Account Performance

  • Collaborate with internal stakeholders in the establishment of operating and service level agreements, as well as KPIs, for GTS clients. Ensure team understands and adheres to these requirements.

  • Monitor compliance to customer specific and contract requirements. Identify areas of opportunity for process improvement and implement new procedures as needed.

  • Partner with and utilize GTS’s internal resources (i.e. Recruiting, Shared Services, COS, Telford, etc.) as suppliers to provide stellar service delivery to client portfolio.

  • Ensure the business practices are meeting and exceeding overall service delivery expectations.

  • Drive results and best-in-class program solutions to the customer and their end users.

  • Safety

  • Collaborate with internal resources (Safety, Worker’s Comp) as well as client SME’s to establish and ensure required safety programs are in place and adhered to.

  • Analyze accident and injury trends, and work with resources to establish and implement program improvements.

  • Cost/Efficiency

  • Manage a P&L to ensure GP and CN meets and/or exceeds budget.

  • Provide cost-out solutions internally and for the client while still delivering service excellence.

  • Sponsor/lead continuous improvement efforts focused on productivity improvements.

  • Monitor performance trends and make the appropriate adjustments to improve efficiency and customer service to meet and exceed operating and service level agreements.

  • Along with internal stakeholders, identify and drive opportunities for automating work and reducing non-valued added work.

  • Work cross-functionally to deliver improvements in performance to enhance client service and reduce operational risk.

  • Identify opportunities to automate/remove administrative tasks from team so they can focus on value-added activities.

Employee and Client Engagement

  • Ensure high level of contractor engagement through development and execution of programs that drive:

  • Redeployment/Retention – actively identify new opportunities and assign candidates before current assignment ends

  • Skill Enhancement – drive contractor career growth and development

  • Effective communication by ensuring content, frequency, and delivery channels meet the needs/wants of contractor population

  • Recognition

  • Safety

  • Ensure high level of client engagement through:

  • Regular/proactive communication that builds strategic relationships

  • Main point of contact for client issue escalation, ensuring timely and effective resolution

  • Analyze performance data and proactively identify opportunities to provide improved service to the client

  • As the needs of the client change, be proactive in providing recommendations to deliver in new and efficient ways

Talent Management

  • Ensure successful recruiting, orientation and training of new employees

  • Communicate Corporate, GTS and account level goals and SLA’s to team

  • Build a cohesive team and be responsible for employee engagement of direct reports

  • Drive a high performing culture by holding employees accountable to meeting and exceeding established goals/expectations

  • Create an environment for employees to grow and achieve their full potential via coaching

  • Identify developmental opportunities and actively close gaps in employee skill sets

  • Develop bench strength for the team. This includes having succession plans in place and developing key talent.


  • HS Diploma required, Bachelor’s degree in business or related area of study preferred.


  • 1-2 years’ experience with a focus in consulting, account management (client-facing), talent acquisition, operations management or procurement/supply chain needed.

  • 2+ yrs. people management preferred.

  • Understands HR/Staffing practices such as on-boarding, off-boarding, screening, talent management, recruiting, employment law, contract language, etc preferred.


  • Intermediate proficiency in:

  • • Word

  • • Excel

  • • PowerPoint

  • Web-based/VMS/ATS technology (examples may include: Fieldglass, IQN, Ariba Sourcing, Ariba Buyer, Oracle , SAP, Peoplesoft, HRIS, Workday, Coupa, Taleo)


  • Analytical Thinking: Ability to synthesize a range of quantitative and qualitative information into concrete, actionable insights to drive customer engagements and to manage direct reports.

  • Organization Ability: Ability to focus and extract most important priorities amongst competing tasks. Makes choices that yield high return and maintains perspective for self and team in a highly stressful environment.

  • People Management: Effectively leads a team of direct reports (often virtually). Inspires confidence and trust through personal integrity and modeling desired behaviors. Fosters an environment where the team can succeed. Effectively coaches for performance, development and growth.

  • Communication Skills: Effectively communicates in all modalities (written, spoken, listening). Organizes ideas clearly and logically when speaking. Crafts concise, clear messages in written formal and informal documents. Takes the lead in planning and facilitating presentations to encourage audience involvement and enthusiasm. When listening, considers the other person most important and concentrates on the speaker’s message and needs.

  • Drives Results: Translates the business strategy into daily working goals. Regularly discusses progress toward the larger strategy and removes barriers. Works together as a team to achieve outcomes. Willingly and independently takes on the responsibility to seek out information needed to make decisions and put plans into action.

  • Interpersonal Skills: The ability to pro-actively build and maintain both internal Kelly and external business relationships. Works with all types of people, regardless of the work they’re performing or the level of their position.

  • Adaptability: Quickly and easily adjusts to changes in priorities and focus. Effectively flows with the various daily changes that are inevitable. Views change as an opportunity.

About Kelly Services®

As a global leader in providing workforce solutions, Kelly Services (Nasdaq: KELYA, KELYB) and its subsidiaries, offer a comprehensive array of outsourcing and consulting services as well as world-class staffing on a temporary, temporary-to-hire, and direct-hire basis. Kelly® has a role in managing employment opportunities for more than one million workers around the globe by employing 550,000 of these individuals directly with the remaining workers engaged through its talent supply chain network of supplier partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook, LinkedIn and Twitter.

EOE including but not limited to Minorities/Females/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.