Job Description &
Person Specification
Operations Manager
Grouped Properties, Built Heritage
Robert Burns Birthplace Museum & Burns
Properties
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Operations Manager, Grouped Properties, Built Heritage – RBBM, June 2016
1. Purpose
The purpose is to deliver, develop and optimise properties facilities and services to our members and
visitors in line with the Trust’s core purpose, principles, priorities, rules, performance standards and in
relation to:
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The Conservation of the property/content.
Promotion of heritage related to the properties.
Visitor enjoyment.
Financial Sustainability.
Staff and Volunteers.
This will be achieved through effective people, operations and budget management within the context of
the strategies, policies, procedures and rules of the Trust.
Further, and in relation to this, ensure the property is managed consistently and professionally and to
the required standards.
It is also a visible and senior properties management role where, in addition to the general operations
management of the properties in pursuit of its aims and objectives, the post holder will be responsible
for the development of the property operating business planning processes (working with the Business
Manager for the Region who oversees this process) and utilising key sources of information and needs
(e.g. conservation management plan; visitor/market research) to present effective and accountable
business plans which underpin the each properties financial performance, visitor experience,
conservation delivery, reputation and maintenance.
As significant heritage sites within the Trust, the Operations Manager will be constantly and consistently
leading the development of visitor services excellence, commercial and enterprising activity and change,
ensuring place and content is engaging through interpretation and services and, be the general
custodian of its conservation and educational obligations.
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2. Positioning within the structure
The Operations Manager (RBBM & Burn Properties) reports to the General Manager for the Ayrshire &
Arran Region of the Trust’s Built Heritage properties. The role is the operational lead and accountable
manager for the leadership of the Robert Burns Birthplace Museum and Burns Properties. It is also part
of the Region’s management team, which includes three services managers who lead and support the
functions of Foods Services & Hospitality (Catering Manager), Retail (Retail Development Manager) and,
Gardens and Designed Landscapes (Gardens & Designed Landscapes Manager) within Regional
properties. The Operations Manager, in their role as the operational lead for RBBM, holds primacy over
all operations and planning for the properties, with functional managers managing their respective
services-functions on their behalf. It is therefore a matrix management structure within the Region.
The roles of Business Manager oversees trading performance and business analysis for the Regional
properties, coordinates and oversees business planning and, ensures the Region (and its properties) are
compliant with and supported with compliance across a range of NTS policy areas (e.g. Health & Safety,
procurement). Figure 1 illustrates the Regional operating structure.
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Operations Manager, Grouped Properties, Built Heritage – RBBM, June 2016
Figure 1 Ayrshire & Arran regional management structure
Chief Operating
Officer
General Manager
(Aryshire & Arran)
Operations Manager
Culzean
Operations Manager
RBBM
Property staff and
volunteers
Property staff and
volunteers
Property Manager
Arran
Business Manager
Retail Development
Manager
Gardens & Designed
Landscapes Manager
Catering & Hospitality
Manager
Property staff and
volunteers
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3. Terms & Conditions1
Role:
Operations Manager – Robert Burns Birthplace
Museum
Reports to:
General Manager – Ayrshire & Arran
Location: Robert Burns Birthplace Museum,
Alloway, Ayrshire
Business NTS Operations
Pay Band/Starting Salary: Band H –
starting £48,435
Type of Contract: Permanent, full-time
Terms and conditions The post is subject to the NTS’ standard terms and conditions
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4. Scope of role and responsibilities
Property Planning
The Operations Manager is responsible for the process of business and operational planning for their
properties. They will play an active part in the ongoing development of conservation management
plans, working cross-functionally with Regional management colleagues and with Consultancy Services
specialists, either: those assigned to their region and including curatorial, conservation and estates
management staff (Figure 2), or; nationally based technical and functional services and including for
example, archaeology and nature conservation (Figure 3). They will be recognisably responsible for
annual business and operating plans for their properties group and be supported in this endeavour by
the Business Manager for the Region. They will be accountable for its effective implementation.
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Pay Band is indicative only. The Trust and its recognised union Prospect have agreed to review job evaluation methodology
and pay grading structure in the future. This role will be subject to re-evaluation in due course.
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Operations Manager, Grouped Properties, Built Heritage – RBBM, June 2016
Figure 2 Regional Consultancy Services
Visitor services and operational standards
The Operations Manager is the custodian and standard bearer of visitor services excellence and service
quality for the properties. Staff and volunteers will exhibit excellence as required in these areas which
sees the properties offer unparalleled visitor experience and service. This extends to standards of
amenities and facilities, retailing and foods services (supported by the Retail Development Manager and
Catering Manager) and gardening (supported by the Gardens & Designed Landscapes Manager), activities
and interpretation, and events.
Enterprise and trading
The Operations Manager is the business leader for the properties and working with the support of the
Regional Management Team, will plan and deliver innovative product and sales opportunities, integrated
with the heritage site and particular visitor profile for those properties and local market.
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Operations Manager, Grouped Properties, Built Heritage – RBBM, June 2016
Figure 3 National Consultancy Services
Project Management
The Operations Manager maintains an overview of project conception, prioritisation, approvals and
delivery within the properties and for ensuring staff within the property operate within NTS Project
Management rules. In most cases, capital projects will involve a Project Manager appointed specifically
to the project, directed by and supporting the Operations Manager. The Business Manager oversees
project processes and resourcing, and acts as a supporting role in the management of Project Managers.
People Management
The Operations Manager coaches and mentors property teams and staff directly reporting to the post to
ensure that are fully equipped and motivated to undertake their duties to the required Trust standards,
policies, rules, values, delegated authorities and objectives. S/he also plans for succession amongst staff
and levels of responsibilities and other key posts within the properties.
Promoting Heritage
The Operations Manager supports and coaches property staff to develop and promote properties’
respective use/potential as a life-long learning resource, in line with the Trust’s “Education Principles”
and as part of its charitable aims (Access, Learning and Enjoyment).
Leading, Inspiring and Managing Change
The Operations Manager leads and inspires the wider team, including property staff and volunteers
through on-going activity as well as when the management of change is required.
Matrix Management and Working
The Operations Manager leads multi-disciplinary teams (Figure 1 and Figure 2). These teams include
Retail, Foods Services & Hospitality and Gardening, where applicable, with also regionally-based
Consultancy Services personnel. The role sits within a matrix structure with Operations Managers taking
the leading role in the delivery of properties performance. Under the guidance and supervision of the
regional General Manager, the Operations Manager is central to ensuring focus on delivering against
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Operations Manager, Grouped Properties, Built Heritage – RBBM, June 2016
property plans and objectives and will assume responsibility for effective direct leadership where
required or cross-functional management.
Enabling, Expediting, Brokering
The Operations Manager acts as a two-way conduit and facilitator between properties and Trust
Consultancy Services, to ensure necessary progress in relation to property plans (and other plans as
appropriate), projects and overall alignment of work and activity in line with Trust standards and
requirements.
Championing and Advocacy – Stakeholder Engagement
The Operations Manager supports property teams in maintaining positive and productive relations with
local communities, tourism, culture and heritage bodies and stakeholders. S/he supports the teams to
seek out new productive relations, whether locally or more widely for the benefit of the property. S/he
acts an external networker and advocate for the properties, with membership of appropriate external
bodies in the geographical area, or through the regional management team.
Marketing, Membership and Supporter Development
The Operations Manager ensures business development and marketing of the properties to maximise
income generation. Working as part of a coordinated regional team and planning agenda, s/he will
work with Customer & Cause colleagues centrally to optimise the visibility and promotion of the
properties.
The properties also have a critical role in the development of new supporters for the Trust, both in
general around empathy and engagement with the Trust’s (and properties’) Cause and specifically, in
terms of leading on converting visitors to becoming Members of the Trust. This forms a key part of the
properties’ Cause and financial objectives. Again, working with the NTS Customer & Cause directorate
and through the regional management team on this area presents a primary focus for Operations
Managers.
Financial Management, Compliance and Scheme of Delegation
The Operations Manager is responsible for budget preparation and control and works closely with the
Business Manager to devise effective plans, objectives and solutions and, monitor performance (financial,
project delivery, initiatives). S/he takes any corrective action required and ensures that the properties
remain within budget parameters individually and collectively and, act within delegated financial
authorities, wider schemes of delegation and adhere to Trust rules, policies and procedures.
Health, Safety and the Environment
The Operations Manager undertakes duties under the Health & Safety Policy including convening and
chairing a group Health & Safety Forum if applicable. S/he ensures effective support is achieved from
Health & Safety advisors/coordinators assigned to the region and ensures properties staff and
volunteers adhere to their obligations in line with stated Trust systems, policies, procedures and
approaches to ensure the health, safety and environment under the Health and Safety policy and their
job description.
Strategic Development of the NTS
The Operations Manager leads, champions and supports the strategic development of the Trust, through
participation in national initiatives, projects and working group activity as required and appropriate. See
Staff and Volunteer Leadership
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Operations Manager, Grouped Properties, Built Heritage – RBBM, June 2016
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Creating and maintaining a culture within the properties that upholds the Trust’s “Principles”
(Excellence, Accountability, Affordability, Integrity and Cooperation). In particular reinforcing
individual and collective responsibility and accountability for performance in all activities.
Leading, inspiring, and coaching property teams and individuals to ensure that they are fully
equipped and motivated to undertake their duties to the required Trust standards, policies, rules,
values, delegated authorities.
Health & Safety, Environment Matters
 Ensuring personal and delegated compliance with Trust requirements and initiatives relating to
Health & Safety.
 Ensuring personal and delegated compliance with Trust requirements and initiatives relating to
environmental matters.
Stakeholder Management
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Ensuring that visitor experience at the properties is optimised through excellent customer care,
and in particular that the value of membership recruitment and engagement is recognised and
championed.
Establishing and maintaining a network of localised external stakeholders (e.g. communities,
business leaders, donors and supporters, affinity organisations) with whom synergy can benefit
the properties and wider Trust.
Ensuring properties staff maintain positive relationships with their localised stakeholders (e.g.
local communities, local businesses, Members’ Centres and Friends Groups).
Reporting & Management Information
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Proactively gathering and analysing trading, operational and management information to inform
decision-making and manage risk and operational performance.
Ensuring that property staff understand and utilise meaningful management information as part
of normal performance management.
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5. Person Specification
Qualifications
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Graduate or equivalent essential; post-graduate studies in heritage or business mgt. desirable.
A full, clean driving licence for driving in the UK is essential.
Criminal records (Disclosure Scotland) checking and clearance essential [due to the level of
financial accountability].
Experience
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Direct experience of multi-site or single site operational management where customer services
and trading are primary features (e.g. retailing, hospitality, foods, leisure).
Responsibility for operating budgets (revenues) in excess of £1.5m per annum.
Significant team management, mentoring, facilitating and coaching experience. Formal
operational management training within a services environment desirable.
Demonstrable experience of business development and business planning, notably: revenue
development, partnerships and affinities, new trading, concept development, change management.
Effective stakeholder management experience, notable examples: media, local government.
Line management experience of staff groups in excess of 20, including supervisory staff.
Demonstrable experience of managing Health & Safety in the work place; formal training or
personal development in this area desirable.
Experience of responsibility for marketing and promotional planning and delivery, or
participation in marketing and promotional initiatives – desirable.
Experience of working with and leading volunteers desirable.
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Operations Manager, Grouped Properties, Built Heritage – RBBM, June 2016
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Heritage sector experience highly desirable.
Skills and Knowledge (existing and expected)
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Safety, Health and Environment: Actively leads and promotes a safe working environment
where the health, safety and wellbeing of visitors, staff, volunteers and contractors come first.
Leads the maintenance of Safe Systems of Work within the properties.
Financial Management: Has detailed and up to date awareness of the properties financial
position. Proactively and prudently manages the properties’ budgets and actively seeks new and
better ways to minimise cost, gain value and raise income. Works in partnership with Business
Manager.
Visitor Experience/Management: Leads the provision of excellent internal and external
customer service via themselves and the team, promoting a customer-focussed attitude and
culture.
Heritage Knowledge and Understanding: Develops and maintains a detailed understanding of
the Conservation Principles and how they underpin our Conservation work. Has an overview
understanding of all aspects of conservation at the Trust and in particular at the properties. Has a
strong working knowledge of the heritage character and profile of the property. Develops
effective integration of Visitor Services, Conservation, Learning and Commercial activities.
Stakeholder Management: Seeks out and fosters positive and productive relationships with
internal and external stakeholders. Promotes a partnership approach to community relations via
themselves as Operations Manager and their properties staff and volunteers.
NTS Strategy knowledge: Has a detailed understanding of the Trust’s Core Purpose; Guiding
Principles; Vision; Strategic Objectives and Priorities. Further, is able to lead articulate a linking
of the strategy and yearly NTS Corporate Plans into local plans and objectives.
Planning and Projects: Has the skills and knowledge required to develop effective operational
plans. Effectively manages their own priorities and personal effectiveness through appropriate
planning and personal management and promotes the same amongst their staff colleagues.
Communication and Engagement: Has a very high level of communication skills and constantly
seeks to engage in a positive and productive manner with the team, community and other internal
and external stakeholders. Demonstrates strong insight and understanding of their heritage
properties, its visitor profile, trading profile and value of its educational and conservation activity.
Change management: Has the ability to lead and inspire the wider team through change.
Behavioural competencies
For Band H roles, individuals would be expected to exhibit the following competencies at Level 3 (see
separate document for details of each level):
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Operations Manager, Grouped Properties, Built Heritage – RBBM, June 2016
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The Purpose and Scope and Responsibilities, Qualifications, Experience, Behaviours & Values, Skills &
Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to
amend these with appropriate consultation and/or request the post-holder to undertake any activities
that it believes to be reasonable within the broad scope of the job or his/her general abilities.
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Operations Manager, Grouped Properties, Built Heritage – RBBM, June 2016