A vision for greatness

A chat with our Operations Manager, Chaz

What attracted you to the role of Operations Manager at Footsteps?

My journey at Footsteps began when I was 17 as a volunteer, and over the years, I progressed through various roles—Learning Mentor, Senior Learning Mentor, Careers Advisor, Academy Leader, and now Operations Manager. Because I’ve worked in every area of the organization, I have a deep understanding of how Footsteps operates at every level. This role was a natural step for me because it allowed me to utilize both my first-class degree and my extensive experience within the organization to create impactful systems, improve processes, and drive positive change for Footsteps.

What does a typical day look like for you

My role is dynamic, and no two days are the same. I oversee operations, making sure that everything runs smoothly—from managing staff and training personnel to ensuring that students receive the best support possible. As Safeguarding Lead, a significant part of my day is spent problem-solving, developing strategies for improvement, and refining our systems to create a more efficient and effective environment. I’m also heavily involved in recruitment, staff training, and the continuous development of Footsteps to maintain our high standards.

What are some of the biggest challenges you face in your role and how do you address them?

Managing staff, keeping the academy operational can be challenging, especially in maintaining motivation and consistency. However, I believe that investing in staff development and training is key to overcoming this challenge. Being a positive role model to young people with behavioural and additional needs, that are hard to reach is also a major challenge – but a rewarding one. Supporting young people is the most rewarding aspect of my role—it’s about being a role model, shaping their core values and beliefs, and creating a safe space where they can thrive. I address challenges by continuously refining our processes, ensuring staff have the tools they need, and fostering an environment where both staff and students can succeed.

How do you manage and motivate your team to ensure high performance?

I focus on training and developing staff to ensure they feel confident and capable in their roles. I lead by example, offering clear guidance, support, and recognition for their hard work. I also implement structured training programs, deliver staff development sessions, and continuously refine our processes to make sure our team operates at its best. Open communication and creating a culture of accountability and support are key to keeping the team engaged and motivated.

How do you stay updated with the latest trends and best practices in Operations Management?

I continuously research best practices in operations management, attend relevant training, and network with other professionals in the field. However, I also believe in analyzing our internal processes and learning from our own experiences to drive improvements. I join online forums and am part of half termly network meetings. We also have a professional training platform called educare that I access.

What are your short-term and long-term goals for Footsteps?

• Short-term: Continue refining internal processes, enhance training programs, and ensure consistency in high performance across all departments.

• Long-term: Build a scalable operations model that can support further growth, maintain high standards, and continue improving Footsteps' reputation and effectiveness.

What do you enjoy most about your role as Operations Manager?

Supporting young people is the most rewarding part of my job. Being a role model and having a direct impact on their growth, values, and future is what drives me. I also enjoy training and developing staff, seeing them grow in confidence and capability. The ability to create positive change—whether for students or for the organization as a whole—makes this role incredibly fulfilling.

What advice would you give someone aspiring to work in Operations Management?

Learn every aspect of the organization you’re working in. Operations management is about understanding how all the moving parts fit together, so gaining experience in different areas is invaluable. Be proactive in solving problems, continuously look for ways to improve efficiency, and never underestimate the importance of strong leadership and communication skills.