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  • Asad Dhunna

New Job Alert: Head of Operations

As we continue to scale and increase the client partners and sectors that we work with, we are continually challenged to fine tune our approach to operational excellence.

The Unmistakables works with client partners to embed our inside out inclusion® framework , helping them in their pursuit of ED&I centred cultural transformation, research and insights and inclusive marketing. We are now looking for a head of operations who can ensure programmes of work are professionally set-up, managed and administered while leading on transforming and running the infrastructure of a successful, profitable consultancy.

The core responsibility of this role is to deliver brilliance - from capacity and capability management to ensuring deadlines and service standards are set and met, and that we develop a consistent approach across the organisation.

The head of operations will report directly into the managing director, working together to set the strategy aligned to business objectives. This role will also be the line manager of a small operations team who focus on business infrastructure and processes as well as leading the project management for client projects.

We are looking for a head of operations within The Unmistakables who is accountable for (key responsibilities):

  • Developing and managing The Unmistakables’ operational excellence, ensuring the infrastructure is in place to enable quality-driven client relationships and efficient programme delivery

  • Ownership of the capacity planning process, working closely with the finance director and leadership team to ensure that the right people are on the right projects, and that barriers to success are removed throughout

  • Financial & servicing oversight, including reviewing and troubleshooting servicing reports, and analysing financial reports to ensure that budgets and costs are on track

  • Setting consistent standards on how programmes of work are set-up and delivered. This will include overseeing templates, ensuring new staff onboarding runs seamlessly, and quality controlling freelance team members. In addition the head of operations will own the principles for how we select partners, ensuring a holistic unmistakable approach when partners are brought in in a way that is in line with our values

  • Ownership of people policies and practices, ensuring that we remain competitive and thorough in what our colleagues are offered and that processes from recruitment to learning and development to exit are easy to deploy as well being motivating and engaging for everyone involved

  • Creating, preparing and presenting operational dashboards, identifying areas for continuous improvement and embedding tech-based workflow and resource management tools to ensure we have accurate business information to inform decisions

This role will deliver (key deliverables and measures of success):

  • Seamless capacity planning - taking responsibility to ensure all projects are running to task and to time - that the right capabilities are being built within the team and troubleshooting any blockers

  • Financial rigour to ensure budgets are built, kept to, expanded and consciously uncoupled to perfection as we learn about what works on programmes of work

  • Efficient and effective processes that are simple to understand and deliver and that motivate and engage the team

  • High level of collaboration across all areas of the business to ensure the best outcomes for clients and for our team

  • Regular and accurate reports that inform direction and strategy using the relevant software to create efficiencies


  • Capacity, timeline and budget management - a proven ability to create and manage a capacity plan, set up and deliver against timeline delivers and run complicated client budgets

  • Strong attention to detail - the ability to spot errors and to quality control programmes of work under pressure

  • Ability to analyse and problem solve, proactively creating change to enable the team to deliver more efficiently and effectively

  • Leadership - strong line management of operations and project managers to ensure they are motivated and engaged while growing professionally

  • Connectivity - well connected within the business, understanding all areas in order to better capacity plan and minimise siloed thinking and ways of working

  • Cost consciousness- implement cost effective and smart techniques and solutions to lower costs and create lean processes

Our values:

  • Individuality - we value and embrace the many characteristics and lived experiences that make people interesting and insightful

  • Inspiration - we create spaces, opportunities and the conditions for people to learn, grow, be inspired and belong. We aspire to innovate

  • Integrity - we don’t do work that simply ticks boxes for client partners. We don’t offer assumptions. What we do is grounded in insight and intelligence.

  • Initiative - we find new ways of doing things, empowering each other to take initiative

  • Inclusivity - we are collaborative, caring & inclusive by design, setting an example for other businesses

As equity, diversity & inclusion is core to our business, we seek to embed what we advise our clients into our business.


£50,000 dependent on experience


  • MacBook Pro + home office set-up allowance

  • Somerset House workplace membership

  • 30 days annual leave + bank holidays

  • Pension (after 3 month probationary period)

  • Monthly Juno wellbeing points

Please note we are considering further perks as part of 2023 planning.

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