Head of Commercial and Operations

Job Summary

Role Overview: As a vital member of the Senior Management Team, you will lead on the strategic planning and development of the commercial and operations teams at Kingston Students’ Union. You will oversee the diversification of our income through commercial opportunities and strategic development of our finance and people strategies.

Key Role Requirements:

• Serve as a strategic deputy to the Chief Executive Officer, overseeing the strategic direction of services within the role’s remit.
• Lead, manage, and develop the Commercial and Operations departments, ensuring alignment with the Union's strategic objectives through budgets and operational planning.
• Provide strategic management and reporting to ensure the organisation’s financial commitments are met.
• Ensure KSU is operating within best practice and most up to date HR legislation
• Lead on the creation of the organisation’s commercial strategy and drive its implementation and oversee organisational commercial performance.

Key Responsibilities:

Strategic Leadership and Development:

• Collaborate with the Senior Leadership Team to develop and support the delivery and direction of the organisation’s strategy.
• Act as a sponsor to oversee the development and progress of project plans relating to the organisation’s strategic themes.
• Lead the development and execution of operational excellence within the Commercial and Operations team including Central Services, Marketing and Commercial teams.
• Provide expert insight on the areas within your remit to the Trustees and other committees and working groups as required.
• Utilise research, insight, and benchmarking to continuously improve department services and employee satisfaction across the organisation.
• Support the creation and oversee the implementation of the People & Culture Strategy.

People Management:

• Provide inspiring senior leadership to the Commercial and Operations Team, ensuring high service standards in alignment with the Union's strategy.
• Support your teams to effectively demonstrate the impact of their work to the board, the University and other key stakeholders.
• Invest in staff and their development, fostering a courageous and high-performing team through; leading, developing, supporting, and coaching.
• Enabling the team to have a clear understanding of how they contribute to the mission and vision through clear objectives and 1-1 support.

Stakeholder Management:

• Cultivate and manage long-term relationships with key stakeholders including the University, auditors, website provider, HR support, external partners/suppliers and relevant organisations using tact and diplomacy.
• Support officers in effectively representing student interests to the University and other stakeholders.
• Enhance the Union’s national profile and reputation through strategic partnerships and engagement with the wider SU sector, conferences and communities of practice.

Compliance and Governance:

• Ensure compliance with relevant legislation, policies, and procedures within the Commercial and Operations departments.
• Ensure strict adherence to General Data Protection Regulation (GDPR) guidelines in all aspects of member and employee data management, privacy policies, and data security protocols.
• Ensure the department’s operations are compliant with national and local legal requirements including Health & Safety and the Union’s internal procedures.
• Overall responsibility for all health and safety matters within the department, ensuring that the Health and Safety Policy and appropriate legislation is adhered to, ensuring the health and safety of customers, suppliers, and visitors to the Union.
• To produce timely and accurate financial reports to the University as required under the Union’s governance.

Developing organisational culture:

• Uphold and demonstrating the values of the organisation in your leadership.
• Demonstrate a commitment to equality, diversity as a leader and develop an inclusive approach within the commercial and operations teams in line with Union policy.
• Enthusiastic, flexible, and supportive of colleagues, fostering collaboration and space to think courageously.
• Aware of the environmental and sustainable impact of the Union and work within relevant policies.
• Set high standards of integrity, punctuality, accuracy, politeness, and professionalism by personal example.

Knowledge and Experience:

• Significant experience in delivering successful commercial projects in charities, Student Union’s or other member-based organisations.
• Demonstrate experience of staff management, recruitment, and performance management.
• Evidence of ongoing professional development ideally within leadership or management.
• Experience of delivering communications to support policy, campaigning and student engagement.
• Experience of delivering successful commercial initiatives, with a focus on stakeholder engagement and partnership building.

Pay: £42,938.94 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Flexitime
• Sick pay
• Store discount
• Work from home

Work Location: Hybrid remote in Kingston upon Thames KT1 2EE