Principal, Operations

Job Description

London

3 days in the office, 2 days remote

Why this job matters

We’re in an exciting period of transformation as we build our in-house creative agency to deliver world-class work across a our brands. We’re looking for a Principal of Operations to play a pivotal role.

You’ll lead the operational aspects of the in-housing transition, managing complex workstreams and senior stakeholders to ensure seamless integration and operational excellence. Your leadership will ensure the agency runs efficiently and effectively — optimizing processes, managing resources, and enabling teams to deliver exceptional creative work at pace.

If you thrive in fast-moving environments and want to make a real impact on how we deliver creativity, this is your opportunity.

What you’ll be doing - your accountabilities

• Agency Operations & Process Management - Drive operational excellence by optimizing workflows, enforcing SOPs, managing team capacity, and ensuring efficient, high-quality project delivery.
• Resource & Capacity Planning - Oversee resource allocation, capacity planning, and supplier relationships to optimize team productivity and project delivery.
• Financial Management - Manage and optimize project finances by overseeing budgets, costs, purchase orders, and reporting, while driving cost control and savings initiatives.
• Stakeholder & Intake Management - Serve as the primary liaison for operational stakeholder requests—triaging and prioritizing briefs, setting timelines and resource expectations, and facilitating planning sessions while educating on agency processes.
• Technology & Tools - Oversee agency technology platforms, ensuring effective implementation, team training, issue resolution, and adoption of innovative tools to optimize operations.
• Performance & Reporting - Drive performance insights by developing dashboards, reporting on delivery and budgets, and analysing operational data to identify trends and improvement opportunities.
• Team Support & Development - Enable team success by removing operational barriers, onboarding and training new members, and fostering a positive, productive culture through guidance and best practices.

Benefits

• Annual on target bonus 15% (based on both personal and company performance)
• Private healthcare for you and your family
• £5500 car or cash allowance
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
• 2 weeks carer’s leave
• From January 2025, all parents welcoming a new child will be eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• Life Assurance (4 x life cover pay)
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
• Discounted EE TV including TNT Sport and the NOW Entertainment membership.
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• Volunteering days so you can give back to your local community.
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
• 24/7 private virtual GP appointments for UK colleagues

About us

BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.

Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.

While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.

Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.