What makes a great advice business?
Many would point to advisers, client relationships or growth. All matter, but successful firms also rely on something less visible and just as important: strong operational leadership.
Behind every high-performing firm is someone keeping people aligned, processes running, projects moving and clients receiving an exceptional experience. They solve problems early, balance competing priorities and help turn ambitious plans into reality.
For many firms across The Openwork Partnership, that person is an Operations Manager, Practice Manager, Business Manager or Office Manager.
Yet despite their critical role, operational leaders rarely have access to development programmes designed around their specific challenges and opportunities.
That's why The Openwork Partnership Business School is launching Operations for Excellence (O4E), a six-month development programme created to help operational professionals become more effective, influential and strategic. It supports operational leaders to drive business growth, operational excellence and high-performing teams.
More than an operational role
Today's operational leaders are rarely focused on administration alone. They are involved in recruitment, onboarding, financial oversight, KPI tracking, process improvement, stakeholder engagement and client experience.
The programme describes these professionals as the "integrator" within a firm: connecting people, processes and priorities while helping bring the firm's vision to life. They are often the glue that holds the business together, ensuring advisers, support teams, principals and leaders work towards the same goals.
That breadth brings opportunity, but it can also feel overwhelming without the right tools, frameworks and support.
A structured journey focused on real-world impact
Across seven modules, participants will learn through in-person workshops and virtual sessions, building practical skills while continuing in their roles. They will also join a peer network of Operations and Practice Managers from across the Partnership, sharing challenges, ideas and learning.
- Module 1: You and the role - role mapping, high-performing practices, personal value and the role of operational excellence.
- Module 2: You and continuous improvement - creating effective teams, recruitment and retention, performance management and development.
- Module 3: You and the day-to-day operations - workflow mapping, optimisation, problem solving, roles, responsibilities and team standards.
- Module 4: You and the customer - the full client journey, marketing and referrals, customer-focused KPIs and standard customer operating processes.
- Module 5: You and the business - KPI dashboards, financial oversight, budgeting, forecasting, remuneration, capacity and resource management.
- Module 6: You and the team - project management, managing change, continuous improvement and using technology to improve efficiency.
- Module 7: You leading operational excellence - culture building, team cohesion, internal communications and stakeholder management.
The practical focus is central. Participants will work on a live operational project throughout the programme, identifying an improvement opportunity in their firm and applying programme tools, frameworks and learning to deliver measurable results.
By the end, delegates will have gained new knowledge and demonstrated tangible impact within their businesses.
Early feedback suggests the programme is already resonating with the people it was built for. Following the first O4E day, one Operations Director from a large firm said the programme felt as though it had been built specifically for him, praising both the relevance of the content and the way it reflected the realities of the role.
“The launch of Operations for Excellence this week is the first time we have brought together individuals from firms in these hugely valuable roles for a session dedicated to them and their learning and development. Our attendees were from different firms across 2plan and Openwork, and it was great to see not only the learning, but also the quick connections made between attendees and their willingness to help, support and challenge each other. I’m excited to be with the delegates through the rest of the programme, and we hope to run another programme in early 2027. Please get in touch via the Openwork Business School if you would like to register your interest.”
Vicki, course leader
Building confident operational leaders
A key theme is helping operational professionals recognise the value they bring to the businesses they support.
Many spend their time enabling the success of others. While advisers are highly visible, operational leaders often work behind the scenes.
The opening module, "You and the Role", helps participants step back and evaluate their contribution. Delegates will explore role mapping, what makes a high-performing practice, operational excellence in action and confidence in their own leadership capability.
Emotional intelligence is also a major focus.
Participants will explore self-awareness, relationship management, communication and influence, building the confidence to navigate difficult conversations, lead change and influence colleagues across the business.
Confidence is not about being the loudest voice in the room. It is about understanding the value you create and communicating it effectively.
Creating high-performing teams
O4E also places significant emphasis on building successful teams. Delegates will explore recruitment and retention, performance management, onboarding, employee development and environments where people can thrive.
As firms grow and adapt, attracting and retaining talented people becomes increasingly important. Structured approaches to leadership and people management will help participants support growth while creating positive workplace cultures.
Improving operational efficiency
Operational excellence means ensuring the right people follow the right processes to deliver consistent value, while continually seeking opportunities to improve.
The programme explores workflow mapping, optimisation, process design and problem-solving techniques to help delegates identify inefficiencies and remove barriers within their businesses.
Participants will analyse how work flows through their firm, clarify accountability, identify bottlenecks and create practical solutions that improve efficiency and customer outcomes.
For many firms, small operational improvements can create significant gains in productivity, capacity and client experience.
Keeping the customer at the centre
While many operational activities happen behind the scenes, they ultimately have a direct impact on clients.
O4E dedicates an entire module to understanding and improving the customer journey. Delegates will examine the full client experience, customer-focused service standards, operational processes, referrals and customer-related KPIs.
Understanding how operational decisions affect clients can help participants create smoother journeys, reduce friction and maintain consistently high service standards.
Understanding the business behind the business
Operational leaders regularly influence productivity, profitability and growth, yet may not always have formal exposure to financial management.
Through dedicated business-focused modules, participants will learn about KPI dashboards, management information, financial oversight, budgeting, forecasting, remuneration structures and resource management.
This helps them move beyond day-to-day management and build a more strategic understanding of what drives long-term business success.
Leading change and embracing innovation
Whether implementing new systems, responding to regulatory developments, restructuring teams or improving processes, firms need leaders who can guide people through change.
O4E addresses this through dedicated content covering project management, continuous improvement, change management and the use of technology to improve efficiency.
Participants will learn how to lead projects from concept to implementation, helping ensure operational improvements deliver meaningful outcomes.
Building a community of operational excellence
Throughout the six-month journey, delegates can take part in peer-led support, challenge and implementation conversations, giving them space to discuss challenges, test ideas and gain feedback from colleagues facing similar opportunities and obstacles.
Operational leaders can feel isolated because of the breadth and uniqueness of their role. O4E can help create a peer network that supports participants beyond the programme, where delegates choose to keep those connections going.
Celebrating impact
The programme culminates in a final in-person event where delegates present their project work, demonstrate the impact delivered and take part in peer review and panel discussions. Achievements will be recognised through an awards celebration.
It is an opportunity to reflect on six months of learning, celebrate success and show how operational leadership can drive business performance.
The future of operational leadership
As firms continue to evolve, the importance of operational leadership will only increase.
The ability to align people, improve processes, support growth, manage change and deliver exceptional client experiences has never been more valuable.
Operations for Excellence has been created to recognise that reality.
By investing in the people who keep businesses moving forward every day, the programme aims to strengthen firms, develop future leaders and create a culture of operational excellence across the Partnership.
Great firms do not happen by accident. They are built by great people, strong operations and leaders who know how to turn vision into action.
That is what Operations for Excellence is designed to help participants achieve.