What do you do?

The Operations Manager ensures the efficient, compliant, and coherent running of the RCHM. The role combines operational management, systems architecture, governance implementation, communications coordination, and digital infrastructure oversight.

As the organisation has evolved, this post has expanded to include the design and construction of its internal architecture. The postholder has developed the workflows, systems, and procedural structures that now underpin every aspect of RCHM’s operations.

The Operations Manager acts as the RCHM’s central point of continuity, maintaining stability across staffing, council, and system changes, and ensuring that all operational knowledge is captured and codified within the intranet for long-term resilience and risk mitigation.

    • Oversee daily operations, maintaining coherence across administrative, financial, and digital systems.

    • Manage, delegate to the part-time Administration Assistant.

    • Coordinate workflows between staff, CEO, Council, and external partners.

    • Maintain institutional memory, ensuring operational continuity through transitions.

    • Identify and resolve structural or procedural inefficiencies.

    • Administer all aspects of membership, including applications, renewals, resignations, retirements, and category transitions.

    • Liaise with accredited schools for graduate and student pathways into membership.

    • Maintain data integrity across Airtable, WhiteFuse, and Mailchimp, GoCardless and EazyDebit (retiring system).

    • Oversee Direct Debit management via GoCardless and resolve payment issues.

    • Codify each membership process in the intranet, including step-by-step workflows, templates, and communication scripts.

    • Design, build, and maintain the RCHM intranet as the organisation’s knowledge base.

    • Develop and implement all Standard Operating Procedures (SOPs).

    • Lead digital change projects, managing transitions between platforms.

    • Integrate Airtable, WhiteFuse, Mailchimp, and other systems to streamline operations.

    • Maintain and update the public website, practitioner directory, and digital assets.

    • Liaise with IT providers on hosting, domains, and technical support.

    • Act as first point of contact for member and public enquiries.

    • Draft, edit, and send internal and external communications on behalf of the CEO and Council.

    • Moderate and manage the Practitioner Share Group.

    • Ensure consistency of tone and messaging across all communications.

    • Represent the RCHM in external correspondence and partnerships with BMAS, ETCMA, ATCM, BAcC, and others.

    • Manage operational finance tasks, including Direct Debit runs, Stripe transactions, and forwarding invoicing.

    • Reconcile office income and expenditure, liaising with the Finance Officer.

    • Maintain accurate records for audit and reporting.

    • Track and submit invoices and subscription renewals.

    • Support the CEO and Council in maintaining compliance with the Code of Ethics and Practice.

    • Act as Ethics Secretary where required.

    • Ensure adherence to GDPR, data protection, and professional standards.

    • Identify and mitigate operational and reputational risks.

    • Maintain policy version control and governance documentation.

    • Create and maintain the organisation’s internal knowledge structure within the intranet.

    • Document all workflows, ensuring clarity of purpose, ownership, and procedure.

    • Provide orientation and procedural training for new staff or Council members.

    • Maintain version control and change logs for all SOPs.

    • Provide operational insight and strategic advice to the CEO and Council.

    • Support organisational projects, including AGM planning, CPD events, and partnerships.

    • Translate strategic decisions into operational action plans

    • Lead the ongoing evolution of the RCHM’s internal structure, designing processes, systems, and frameworks that define how the organisation functions.

    • Act as design architect for all administrative, membership, and governance workflows, codifying them into SOPs hosted on the intranet.

    • Test, refine, and future-proof these systems for scalability, compliance, and efficiency.

    • Recognise that this developmental work represents a discrete phase of organisational design which will transition into oversight once systems are embedded.

    • Ensure all procedures are comprehensively documented to support succession planning and risk management.

Operations Manager Role

  • A. Governance & Organisational Architecture

    • Constitution & Regulatory Agreements
    • Council Structure, Roles & Responsibilities
    • CEO Responsibilities & Reporting Lines
    • Operations & Systems Manager Scope & Delegations
    • Administration Assistant Duties & Escalation Pathways
    • Version Control & Document Management Policy
    • Strategic Planning & Annual Review Process

    SOPs

  • B. Membership Management

    • Applications (Student, Graduate, Overseas, Interview Pathway)
    • Approving New Members & Data Entry Protocols
    • Membership Renewals & CPD Declaration Checks
    • Category Transitions
    • Handling Lapsed Memberships & Reinstatements
    • Communication Templates
    • Data Entry Standards (Airtable / WhiteFuse Field Guide)
    • GDPR Compliance
    • Membership Certificates & Supplier Lists
    • Reporting Membership Numbers to Council

    SOPs

  • C. Finance & Payments

    • Direct Debit Setup & Troubleshooting
    • Stripe Payment Processing
    • Invoicing Workflow
    • Reconciliation
    • Expense Reimbursement
    • Budget Cycle
    • Fee Review
    • Supplier / Subscription Payments
    • Record Keeping

    SOPs

  • D. Communications

    • Email Announcements Workflow
    • Monthly CPD Email
    • Event Announcement Protocol
    • Member News
    • External Partner Communication
    • Tone & Style Guide
    • Share Group Moderation
    • Complaint & Sensitive Communications
    • Newsletter Archive

    SOPs

  • E. Systems & Digital Infrastructure

    • Airtable Structure
    • WhiteFuse Setup
    • Mailchimp Integration
    • GoCardless Setup
    • Website Management
    • Intranet Architecture
    • Data Backup
    • Password Management
    • IT Escalation
    • Domain/Hosting Tracker

    SOPs

  • F. Governance, Ethics & Compliance

    • Code of Ethics Review
    • Complaint Handling Workflow
    • Confidentiality & Data Protection
    • GDPR Policy
    • Data Breach Plan
    • Policy Update & Approval
    • Risk Register
    • Council Meeting Preparation

    SOPs

  • G. Human Resources & Internal Operations

    • Recruitment & Induction
    • Onboarding Checklist
    • Offboarding & Handover
    • Admin Assistant Supervision
    • Timesheet & Reporting
    • Holiday & Absence
    • Staff Communication
    • Conduct & Confidentiality
    • Weekly Strategy Meeting with CEO

    SOPs

  • H. Events & Education

    • AGM Planning
    • CPD Event Management
    • External Conference Guidelines
    • Collaboration with Schools
    • Recording & Archiving Event Materials

    SOPs

  • I. External Relations & Partnerships

    • MoUs & Agreements
    • Liaison Procedures (BMAS, ETCMA, ATCM, BAcC)
    • Media & Public Enquiries
    • External Advocacy Process

    SOPs

  • J. Organisational Knowledge & Training

    • Intranet Navigation Guide
    • SOP Template Guide
    • Version Control System
    • Change Log
    • Training Materials
    • Annual Systems Review

    SOPs

  • K. Strategic Development & Future Planning

    • Change-Management Log
    • System Improvement Proposal
    • Long-Term IT Plan
    • Archiving Redundant Systems
    • Future Role Transition Plan

    SOPs

  • L. Templates & Assets Library

    • Email Templates
    • Letterhead & Styles
    • Application & Renewal Forms
    • Finance Forms
    • Event Templates
    • Policy Templates

    SOPs

  • M. Reference & Index

    • Glossary
    • Contact Directory
    • Annual Calendar
    • Quick Reference Index

    SOPs

Standard Operating Procedures

This section provides access to all organisational Standard Operating Procedures. It serves as a central reference point where staff can view, navigate, and access every SOP across all operational areas. Use this page to review procedures, understand responsibilities, and locate the correct guidance for each part of the organisation’s work.

Click through to the full SOP list to explore all procedures by category and function.

CLICK HERE