An Operations or Departmental Manager is someone who manages teams and/or projects, and achieving operational or departmental goals and objectives, as part of the delivery of the organisations strategy.


They are accountable to a more senior manager or business owner. Working in the private, public or third sector and in all sizes of organisation, specific responsibilities and job titles will vary, but the knowledge, skills and behaviours needed will be the same.


Key responsibilities may include creating and delivering operational plans, managing projects, leading and managing teams, managing change, financial and resource management, talent management, coaching and mentoring.


Roles may include: Operations Manager, Regional Manager, Divisional Manager, Department Manager and specialist managers.


Training with MITRE 

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About This Programme

To complete the apprenticeship candidates will need to demonstrate:

  • Operational Management

    • Able to input into strategic planning and create plans in line with organisational objectives.

    • Support, manage and communicate change by identifying barriers and overcoming them. Demonstrate commercial awareness, and able to identify and shape new opportunities. Creation and delivery of operational plans, including setting KPIs, monitoring performance against plans. Producing reports, providing management information based on the collation, analysis and interpretation of data.

  • Project management

    • Plan, organise and manage resources to deliver required outcomes. Monitor progress, and identify risk and their mitigation. Able to use relevant project management tools.

  • Finance

    • Able to monitor budgets and provide reports, and consider financial implications of decisions and adjust approach and recommendations accordingly.

  • Leading people

    • Able to communicate organisational vision and goals and how these to apply to teams.

    • Support development through coaching and mentoring, and enable and support high performance working. Able to support the management of change within the organisation.

  • Managing people

    • Able to manage talent and performance. Develop, build and motivate teams by identifying their strengths and enabling development within the workplace. Able to delegate and enable delivery though others.

  • Building relationships

    • Able to build trust, and use effective negotiation and influencing skills and manage conflict.

    • Able to identify and share good practice, and work collaboratively with others both inside and outside of the organisation. Use of specialist advice and support to deliver against plans.

  • Communication

    • Able to communicate effectively (verbal, non-verbal, written, digital) and be flexible in communication style. Able to chair meetings and present using a range of media. Use of active listening, and able to challenge and give constructive feedback.

  • Self-awareness

    • Able to reflect on own performance, working style and its impact on others.

  • Self-management

    • Able to create a personal development plan.  Use of time management and prioritisation techniques.

  • Decision making

    • Able to undertake critical analysis and evaluation to support decision making Use of effective problem solving techniques

  • Takes responsibility

    • Drive to achieve in all aspects of work. Demonstrates resilience and accountability.

    • Determination when managing difficult situations.  Seeks new opportunities.

  • Inclusive

    • Open, approachable, authentic, and able to build trust with others.  Seeks the views of others and values diversity.

  • Agile

    • Flexible to the needs of the organisation. Is creative, innovative and enterprising when seeking solutions to business needs. Positive and adaptable, responding well to feedback and need for change. Open to new ways of working.

  • Professionalism

    • Sets an example, and is fair, consistent and impartial. Open and honest. Operates within organisational values

On Achievement

On completion of the programme, the apprentice will achieve the Level 5 Operational or Departmental Manager Apprenticeship.

On completion, apprentices can register as full members with the Chartered management institute and/or the Institute of leadership and management, and those with 3 years’ of management experience can apply for Chartered manager status through the CMI.

Entry Requirements

Due to the nature of the work within the sector, employers will usually require employees to be 18 years of age or above. Apprentices without level 2 English and Maths will need to achieve this level and take the test prior to the end point assessment. Mitre Group will provide additional support for candidates requiring assistance with English and Maths.

For more information on this apprenticeship, please contact our team at info@mitregroup.co.uk