Operations or Departmental Manager Apprenticeship Standards (April 2022+ starts)

Current Status
Not Enrolled
Get Started
This apprenticeship is currently closed


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

Expected behaviours of a Operations or Departmental Manager

Behaviours are the mindset, attitudes and approaches required to learn new knowledge and apply new skills. There should be many opportunities in the workplace for you to develop the anticipated behaviours that are required as a Operations or Departmental manager. Remember, you will be judged on your behaviours at end-point-assessment (EPA). Review the following behaviours and start to work on developing and showcasing these at every opportunity.

These are the behaviours expected of all Operations or Departmental Managers carrying out their role:

Takes responsibilityDrive to achieve in all aspects of work. Demonstrates resilience and accountability.Determination when managing difficult situations.
InclusiveOpen, approachable, authentic, and able to build trust with others.  Seeks views of others.
AgileFlexible to the needs of the organisation. Is creative, innovative and enterprising when seeking solutions to business needs. Positive and adaptable, responds well to feedback and need for change.
ProfessionalismSets an example, and is fair, consistent and impartial.  Open and honest. Operates within organisational values
Core behaviours of a Operations or Departmental Manager to be demonstrated on-programme in readiness for End Point Assessment (EPA)


Referencing is an important part of academic work. It puts your work in context, demonstrates the breadth and depth of your research, and acknowledges other people’s work. You should reference whenever you use someone else’s idea.

We have put together a guide on how to get started with referencing:

What is the link between Knowledge, Skills and Behaviours (KSBs) and the ILM Diploma?

The resources in the Learning Hub are designed to support apprentices during their on-programme part of the Level 5 Operations or Departemental Apprenticeship. It can be used to support progression, providing confidence in the apprentice’s competence and readiness to go through to End-point Assessment (EPA). Everything the apprentice does is all building towards their EPA and this is a priority.

Please read the Knowledge, Skills and Behaviours (KSBs) and Pass Grading Descriptors from the Level 5 Operations or Departmental Apprenticeship guidance below, to understand how the evidence submitted through the Portfolio and/or Unit Assignments can be used for both EPA preparation and the Diploma. A KSB may be split across ACs in order to fully cover the requirements.

Stretch and Challenge – from Pass to Distinction

Keep reflecting on these questions throughout your apprenticeship journey. It is important to test your level of comptence in the following questions. Being able to confidently evidence each of these questions through discussions, Q&As and within your presentation will enable you to achieve your apprenticeship at distinction level.

End-point assessment method 1: Professional discussion underpinned by a portfolio of evidence

Justifies the purpose of operational business planning and sales and marketing plans, and why they manage resources by setting key targets and monitoring performance against them. (K1.3)

Analyses the problems associated with managing multiple teams and can describe known strategies for dealing with them. (K5.1)

Analyses the effectiveness of different coaching and mentoring techniques that they used for office-based and remote team members and justifies their use of the techniques. (K4.2, S4.2)

Evaluates known influencing and
negotiating theories and models and the effectiveness of these within their organisation when managing the supplier relationship. (K6.1)

Analyses barriers to communication and how they are overcome. (K7.1)

Evaluates a range of known learning styles in different situations. (K8.2)

Assessment method 2: Project proposal, presentation and questioning

Analyses a range of business
development tools that assist with project planning, and the techniques and approaches for continuous improvement, and how these tools and approaches align with their organisational systems, processes and plans. (K1.2)

Analyse and evaluate the effectiveness of the project management tools and problem solving techniques used in the planning of the project proposal. (S2.3, S10.2)

Justifies the use of specialist advice and evaluates the impact of the advice on the project proposal. (S6.3)

Justifies and evaluates the financial and budgetary recommendations identified within the project proposal. (S1.5, S3.1)

Your Role & Safeguarding

You have a duty of care to look after your people, this means, you should focus on the environment, atmosphere, compliance and work/life balance. Safeguarding in the role of a operations or departmental manager often includes how you focus on and apply:

  • Health and safety training and other appropriate training
  • Risk assessments
  • Safeguarding against bullying
  • Safeguarding against substance abuse
  • Prevent presenteeism and control working hours
  • Ensure compliance with relevant laws and standards
  • Safeguarding employees mental health
  • Safeguarding levels of stress
  • Supporting employees with sexuality, bereavement, addictions

Monthly Newsletter

Bookable Safeguarding Training (Book within 6/8 weeks of start)

Bookable Sexual Consent Training (Book within 10/12 weeks of start)

Personal & Professional Development

End Point Preparatory Assessments and Predicted Grades and EPA Guidance

Stretch, Challenge and Added Value