UK

United Kingdom · Internal consulting · Principal/Manager (12-16 years)

Manager, Operational Excellence

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  • Experience bandPrincipal/Manager (12-16 years)
  • Direct reports5-8 reports
  • Reports toDirector, Operational Excellence
  • UK framework levelUsually a manager, or the deepest specialist in a team

Also advertised as Head of Process Improvement · Senior Internal Consultant (OpEx) · Process Transformation Lead · Operational Efficiency Manager

Built on 43,079 real UK job descriptions we analysed · grounded in qualifications employers recognise

Two short quizzes about you

1From this job to a course

The qualifications matched to this job

iCQ Level 5 Diploma in Management and Leadership iCan Qualifications Limited · Level 5 · covers 1 of 9 standards
Level 6 Award in Leading Organisational Change Institute of Sales Professionals · Level 6 · covers 1 of 9 standards
Qualifi Level 5 Extended Diploma in Business Management Qualifi Ltd · Level 5 · covers 1 of 9 standards
Focus Awards Level 5 Diploma in Management and Leadership (RQF) Focus Awards Limited · Level 5 · covers 1 of 9 standards
Level 6 Certificate in Professional Sales Institute of Sales Professionals · Level 6 · covers 1 of 9 standards
OTHM Level 5 Diploma in Project Management OTHM Qualifications · Level 5 · covers 1 of 9 standards

Matched from the standards this job is measured against: a suggestion, not an official ruling.

The units you would start with

Business Process Management iCQ Level 5 Diploma in Management and Leadership
Lead Organisational Change Level 6 Award in Leading Organisational Change
Business Operations Qualifi Level 5 Extended Diploma in Business Management
Digital Business Practices OTHM Level 5 Diploma in Project Management

The future skills this job leans on

AI Fluency working with AI as a thinking partner
Data Fluency turning numbers into a decision
AI Governance Fluency using AI responsibly
Automation Fluency building AI into how work runs
Change Fluency taking people through change
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Your Plan Illustration

Built for Manager, Operational Excellence

4 units that map to this job, from the qualifications that cover it.

  1. Business Process Management iCan Qualifications Limited · covers 1 of 9 standards Level 5
  2. Lead Organisational Change Institute of Sales Professionals · covers 1 of 9 standards Level 6
  3. Business Operations Qualifi Ltd · covers 1 of 9 standards Level 5
  4. Digital Business Practices OTHM Qualifications · covers 1 of 9 standards Level 5
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

2AI and this work

Will AI change your work as a Manager, Operational Excellence?

Nobody can say exactly how. Here is what this job is being asked for next, and where to start.

The new skills this role is being asked for

  • AI Strategy & Ethical Deployment
  • Digital Transformation Leadership
Why each one is rising

The future skills this job leans on

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

What happens when you start

Next, a free account. We build your Manager, Operational Excellence plan as you set up, starting with a Future Fluency module on using AI in your job. No card.

Your first Future Fluency module is free. After that, your AI tutor is £70 a month.

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3What this role really is

A Manager, Operational Excellence, leads a team of consultants who solve problems inside a business. The job is to make operations run smoother, faster and more profitably. This means turning strategic goals into process improvements across departments, and getting the team to deliver measurable change rather than reports that sit on a shelf.

4What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

Microsoft Visio / Lucidchart Expert

Overseeing and reviewing complex 'as-is' and 'to-be' process maps created by your team, ensuring they meet quality standards and accurately reflect proposed changes.

Signavio / Celonis (Process Mining) Strategic

Selecting and championing the enterprise process intelligence platform, interpreting advanced process mining results, and linking process performance to strategic business outcomes. You're defining the 'what' and 'why' for your team's use of these tools.

Excel (Power Query, VBA) / Power BI / Tableau Strategic

Defining the KPI framework and data governance for OpEx projects, overseeing the development of executive-level dashboards, and challenging your team's data analysis and visualisations. You're less hands-on, more strategic oversight.

Smartsheet / Jira / Microsoft Project Strategic

Managing the entire portfolio of your team's OpEx initiatives, using PPM tools for resource allocation, strategic alignment, and reporting project status to senior leadership.

Confluence / SharePoint / Miro Strategic

Establishing the enterprise standard for process documentation and continuous improvement knowledge sharing, ensuring your team's work is captured and accessible across the organisation.

Anaplan / ServiceNow GRC / Workday HCM Architect

Influencing the configuration and integration of these enterprise systems to support streamlined processes, using them for strategic planning, risk management, and understanding their impact on operational workflows.

5What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing in Where you are nowThe step above
Project Prioritisation & Resource Allocation Follows assigned project plan, informs manager of roadblocks. Proposes adjustments to project plan, seeks manager approval for resource changes. Defines project scope and resource needs, recommends to manager for approval.
Methodology & Tool Selection Uses standard tools and methodologies as instructed. Suggests alternative tools/methods for specific tasks, seeks manager approval. Selects appropriate methodology (e.g., Lean, Six Sigma) for projects, justifies tool choices, consults on new tool adoption.
Team Hiring & Performance Management No direct involvement. Provides input on candidate fit during interviews, participates in peer feedback. Interviews candidates, provides detailed feedback, mentors junior staff.
Stakeholder Engagement & Communication Strategy Communicates project status to immediate supervisor. Prepares project updates for internal clients, seeks manager review. Leads stakeholder meetings, drafts communications for project updates, manages client expectations.

6How you'll be judged

The scoreboard, and what is not on it. The hard targets, how often each is actually looked at, and the quiet signals that never reach a dashboard.

Portfolio ROI
The return on investment across all operational excellence projects managed by your team.
Target · Achieve an average portfolio ROI of 4:1 (meaning for every £1 spent on OpEx, we save/gain £4).

Your team completes 5 projects in Q2, collectively costing £250K but delivering £1.2M in annualised savings, resulting in a 4.8:1 ROI.

Process Cycle Time Reduction
Average percentage reduction in the end-to-end time for critical business processes (e.g., Order-to-Cash, Procure-to-Pay, Customer Onboarding).
Target · Deliver an average 15% reduction in cycle time for key processes your team re-engineers.

Your team reduces the customer onboarding process from 10 days to 8 days, a 20% improvement, impacting 5,000 new customers annually.

Team Project Delivery Rate
The percentage of your team's projects that are delivered on time and within the agreed scope.
Target · Maintain a 90% on-time, on-scope delivery rate for all projects.

Out of 10 projects in Q1, 9 were completed by their deadline with all agreed deliverables, showing a 90% delivery rate.

Team Utilisation & Billable Hours (Internal)
The percentage of your team's time spent on active, value-adding projects versus administrative or unassigned time.
Target · Maintain an average team utilisation of 80% on internal consulting projects.

Your team of 6 consultants, working 160 hours/month each, collectively logs 768 'project' hours out of 960 available, hitting 80% utilisation.

Stakeholder Satisfaction & Trust
How satisfied your internal clients are with your team's engagement, solutions, and overall impact. It's about being seen as a partner, not just a contractor.
  • Business Unit Heads actively seek your team's advice for new initiatives
  • positive feedback in post-project surveys
  • your team is consistently invited to strategic planning sessions
  • stakeholders champion your team's work to senior leadership.
Team Development & Retention
How effectively you develop your direct reports, ensuring they grow their skills and feel engaged, leading to lower attrition.
  • High scores in team engagement surveys
  • direct reports achieving their personal development goals
  • successful internal promotions from your team
  • positive feedback from skip-level managers on your coaching and mentorship.
Process Standardisation & Documentation Quality
The clarity, completeness, and adherence to standards for the processes your team designs and documents.
  • New processes are easily understood and adopted by end-users
  • audit findings show high compliance with documented procedures
  • your team's documentation is consistently used as a reference point across the organisation
  • minimal 'shadow processes' emerge after implementation.
Contribution to OpEx Methodology & Tools
Your input into improving our internal operational excellence frameworks, tools, and knowledge base.
  • You propose and implement improvements to our standard project templates
  • you lead training sessions on new methodologies
  • your team contributes regularly to our internal knowledge hub (e.g., Confluence)
  • your insights help shape the broader OpEx strategy.

7Would you like it

Both sides. What people enjoy, and what grinds them down.

What people enjoy
Making a Tangible Difference

You get a real buzz from seeing your team's recommendations actually implemented and delivering measurable savings or improvements. It's about moving from theory to real-world impact.

Your team's work reduces customer complaint resolution time by 30%, and you see the positive feedback coming in, knowing your team made that happen.

Building and Developing a Team

You thrive on coaching your direct reports, helping them grow their skills, overcome challenges, and celebrate their successes. You're invested in their career progression.

Mentoring a junior consultant who then successfully leads their first complex project, or seeing one of your team members get promoted.

Solving Complex Organisational Puzzles

You love dissecting messy, cross-functional problems, figuring out the root causes, and designing elegant solutions that untangle years of accumulated inefficiency. It's like a giant, high-stakes Rubik's Cube.

Taking a seemingly intractable problem like 'slow product launch cycles' and breaking it down into discrete process issues that your team can systematically address.

What frustrates people
  • The 'solution in search of a problem' scenario, where a senior leader wants to implement a new tool (like RPA or AI) without a clear business problem for it to solve, forcing your team to reverse-engineer a use case.
  • Passive-aggressive resistance: stakeholders agreeing to changes in workshops but then 'forgetting' to implement them, missing follow-up meetings, or quietly telling their teams to ignore the new process.
  • The data is always a lie: being told 'all the data is in our CRM,' only to discover 50% of it is missing, outdated, or lives in 17 different 'shadow IT' spreadsheets. Expect to spend a significant chunk of your team's time just on data cleansing.
  • Organisational 'analysis paralysis': the company insists on six more weeks of data analysis for a decision that could be made with 80% confidence today, killing project momentum and team morale.
  • Being seen as the 'process police' or bureaucratic overhead, rather than a strategic partner who can help business units hit their goals.
  • Short-term memory: your team saves the company £5M through a brilliant re-engineering project. A year later, budgets are cut, and leadership asks, 'What has OpEx done for us lately?'
What this role does not give you
  • A quiet, predictable routine with minimal stakeholder interaction.
  • Direct control over business unit budgets or operational teams.
  • Projects where every single recommendation gets implemented exactly as designed.
  • A clear, linear path without political challenges or unexpected pivots.
  • A role where you can avoid difficult conversations or challenging the status quo.

8Who you work with

This role directly shapes the operational efficiency and effectiveness of entire departments. You'll be responsible for improving core business processes that touch revenue, cost, and customer satisfaction. Your team's work will free up resources, reduce waste, and ultimately contribute to the company's profitability and agility. Essentially, you're building the engine that helps us run better.

Inside the business
  • Business Unit Heads (e.g., Head of Sales, Head of Operations, CFO)
  • Product & Technology Leadership
  • HR and People Operations
  • Legal & Compliance Teams
  • Other Internal Consulting Managers
Outside the business
  • Key Vendors and Suppliers (where process impacts them)
  • External Regulators (indirectly, through compliance processes)
  • Industry Peers (for benchmarking and best practices)

9What you need before you start

Not a wish list. The things you would be expected to already have.

  • Proven experience leading complex, cross-functional process improvement projects from definition to sustained control.
  • Demonstrable experience managing and developing a team of professionals, including performance management and career coaching.
  • A strong track record of influencing senior stakeholders and driving significant organisational change without direct authority.
  • Expert-level proficiency in at least one core OpEx methodology (e.g., Lean Six Sigma Black Belt or equivalent practical experience).
  • Experience managing project budgets and demonstrating tangible ROI from improvement initiatives.

10What to practise next

Where the job is going, and what to do about it starting this week.

Advanced Process Mining & Simulation

Process mining tools are becoming more intelligent, offering predictive analytics and simulation capabilities. As a manager, you'll need to understand how to interpret these advanced outputs to make strategic decisions and guide your team in leveraging them for proactive problem-solving.

Predictive Process Monitoring · Digital Twin of an Organisation (DTO) · Conformance Checking with AI

  • This month: Attend a webinar or workshop on advanced Celonis or Signavio features.
  • Next quarter: Challenge your team to use simulation capabilities on their next project and review the results critically.
  • Month 3-6: Explore case studies of companies using DTO for strategic planning.
  • Month 6-12: Lead a discussion with your team on how we can proactively use predictive process insights.

Quick win: Ask your team to present a 'what-if' scenario using process simulation on an upcoming project. Focus on the business implications of different process changes.

Integrated Automation & Orchestration

The future isn't just about individual RPA bots; it's about orchestrating a mix of RPA, AI, and human tasks into seamless end-to-end automated workflows. You'll need to understand the architecture of these integrated solutions to guide your team in designing truly transformative automation strategies.

Intelligent Automation Platforms · API-First Integration · Low-Code/No-Code Orchestration

  • This month: Research leading Intelligent Automation platforms (e.g., UiPath, Automation Anywhere, Appian).
  • Next quarter: Work with our IT team to understand our current API landscape and integration capabilities.
  • Month 3-6: Challenge your team to design a process that integrates at least three different automation technologies.
  • Month 6-12: Lead a cross-functional workshop on 'Future of Work' focusing on integrated automation.

Quick win: Identify one process your team is working on that has multiple manual handoffs. Brainstorm with them how a low-code orchestration tool could connect those steps.

11Staying current once you are in

What people here do to keep up
  • Regularly attending industry conferences (e.g., Process Mining World, Lean Six Sigma Summits) to stay abreast of new trends and network with peers.
  • Subscribing to and actively engaging with leading OpEx publications and research (e.g., HBR, McKinsey Quarterly, industry-specific journals).
  • Participating in leadership development programmes, especially those focused on coaching, influence, and strategic thinking.
  • Mentoring junior professionals outside your immediate team to broaden your leadership experience and perspective.

12The rising capability

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

AI Strategy & Ethical Deployment

AI is rapidly moving beyond niche applications to become a core component of how businesses operate. As OpEx leaders, we won't just 'use' AI; we'll need to strategically identify where it can deliver the most value, understand its limitations, and ensure its ethical deployment. Competitors are already using AI to automate processes, predict failures, and optimise supply chains. If we don't, we'll be left behind.

  • AI Value Chain Mapping
  • Responsible AI Frameworks
  • Human-in-the-Loop Design
  • AI Governance & Risk Management

Digital Transformation Leadership

Operational excellence is no longer just about incremental improvements; it's about fundamentally transforming how we operate through digital means. This means leading initiatives that integrate automation, AI, cloud, and advanced analytics, often requiring a different mindset than traditional process improvement. You'll need to guide your team through complex tech-enabled change.

  • Digital Operating Models
  • Agile & DevOps Integration
  • Ecosystem Thinking
  • Data-Driven Decision Making at Scale

13What you’ll use

What you’ll use

Skills this role draws on

Technical

  • Lean Six Sigma (DMAIC/DFSS)
  • Business Process Management (BPM) & Re-engineering (BPR)
  • Value Stream Mapping (VSM)
  • Change Management (ADKAR/Kotter's 8-Step)
  • Hoshin Kanri (Strategy Deployment)
  • Kaizen & Continuous Improvement Culture

14The pathway

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Senior Operational Excellence Consultant (Internal)

    3-5 years as a Senior Consultant

    Skills to master

    • Leading complex projects end-to-end, mentoring junior team members, building strong internal client relationships, and consistently delivering measurable results. You'd be proving you can run the show on your own before leading a team.

    You're ready to move on when

    • Consistently exceeding project delivery targets and ROI expectations.
    • Demonstrable ability to influence stakeholders at the Director level.
    • Proactively taking on informal leadership roles (e.g., leading a community of practice, onboarding new hires).
    • Receiving strong positive feedback on your mentorship and coaching abilities from junior colleagues.
  2. 2

    External Management Consultant (from a 'Big 4' or boutique firm)

    8-12 years in external consulting, with 3-5 years at Manager/Senior Manager level.

    Skills to master

    • Client relationship management, project delivery under tight deadlines, developing junior consultants, and expertise in a specific industry or functional area (e.g., supply chain, finance transformation). You'd be bringing that external rigour in-house.

    You're ready to move on when

    • A strong track record of successful project delivery for external clients.
    • Experience managing teams of consultants on client engagements.
    • Ability to adapt quickly to a new organisational culture and internal dynamics.
    • Demonstrated success in business development or account management (even if internal).
  3. 3

    Operations Manager / Head of Department (Internal)

    5-8 years in a line management role within a business unit, with a strong focus on process improvement.

    Skills to master

    • Deep operational knowledge of a specific business function, P&L responsibility, people management, and a proven ability to drive efficiency within your own department. You'd be moving from 'doing' OpEx to 'leading' it.

    You're ready to move on when

    • Consistently improving key operational metrics within your department.
    • Successful implementation of significant process changes within your own team.
    • Strong leadership skills and a track record of developing your direct reports.
    • A clear understanding of the broader business strategy and how operations contribute to it.

15Where this role leads

The long view: This role can lead into senior operational excellence leadership, a direct operational role, or broader strategic positions. Leading teams, driving change and delivering measurable impact all carry forward into these paths.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Manager, Operational Excellence is actually changing.

Where it leads

Roles this leads to

Also named as a next step, with no page in the catalogue yet:

  • Head of a Business Function (e.g., Head of Sales Operations, Head of Customer Service)

How you would learn this

One to one, on the work you already do

A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.

A lesson from Business Process Management, worked against Manager, Operational Excellence.

Business Process Management Level 5

Applied to your work in Manager, Operational Excellence

This unit aims to equip learners with the knowledge to design, analyse, and manage business processes effectively. Learners will explore process mapping techniques, sustainability considerations, and the importance of continuous monitoring and improvement in business process management.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time.

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See Your Progress Grow Illustration
Manager, Operational Excellence
  • Lean Six Sigma (DMAIC/DFSS)
  • Business Process Management (BPM) & Re-engineering (BPR)
  • Value Stream Mapping (VSM)
  • Change Management (ADKAR/Kotter's 8-Step)
  • Hoshin Kanri (Strategy Deployment)
  • Kaizen & Continuous Improvement Culture
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

16The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Manager, Operational Excellence is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Director, Operational Excellence

    3-5 years as Manager, Operational Excellence

    This is a significant step up, moving from managing a team and portfolio to owning the OpEx strategy and portfolio for a major business unit or region, managing other managers.

    • Enterprise Process Architecture Defining the holistic, end-to-end process landscape for a major business unit.
    • M&A Integration (Operational Due Diligence) Leading the operational assessment and integration planning for mergers and acquisitions.
    • Vendor & Partner Management (Strategic) Managing relationships with external consulting firms or technology providers at a strategic level.
    • Global Programme Management Overseeing complex, multi-region operational transformation programmes.

  2. Head of a Business Function (e.g., Head of Sales Operations, Head of Customer Service)

    4-6 years as Manager, Operational Excellence

    This is a lateral move into a line management role, but with a significant increase in direct operational responsibility and P&L ownership for a specific business unit.

    • Specific Domain Expertise Deep dive into the specific operational nuances of the new function (e.g., sales methodologies, contact centre technologies).
    • Budgeting & Forecasting (Operational) Developing and managing detailed operational budgets and forecasts.
    • Performance Reporting & Analytics (Function-Specific) Designing and interpreting performance metrics for the specific business unit.
    • Crisis Management (Operational) Leading teams through operational disruptions or major incidents.
Working with AI on the job

Working with AI

Where AI is starting to help

Let's be real: managing a team and a portfolio of complex OpEx projects means you're always short on time. What if you could give your team back a significant chunk of their week, allowing them to focus on high-value problem-solving and stakeholder engagement, rather than the tedious stuff? That's where AI comes in.

We're not talking about replacing your team; we're talking about making them superhuman. Imagine your consultants automating weeks of manual process discovery, accelerating root cause analysis, and drafting stakeholder communications in minutes. As a Manager, Operational Excellence, you'll champion these tools, guiding your team to use AI to amplify their impact and deliver results faster than ever before. It's about working smarter, not just harder.

Process Mining Automation

Use AI-powered tools like Celonis to automatically generate accurate 'as-is' process maps directly from system event logs. This bypasses weeks of manual workshops, interviews, and data wrangling, giving your team a true, objective view of how work actually flows. They can then spend that saved time on analysis and solution design.

Root Cause Analysis Accelerator

Feed problem statements, incident reports, and process data into an LLM (Large Language Model) to brainstorm a comprehensive list of potential root causes. This challenges team biases, ensures no stone is left unturned, and provides a robust starting point for deeper investigation, saving hours of initial brainstorming and research.

Best Practice Synthesizer

Task an AI assistant to research and synthesise industry benchmarks, academic papers, and case studies on a specific process (e.g., 'Summarise best practices for procure-to-pay in manufacturing'). This gives your team a head start on solution design, providing a solid foundation of external best practices without days of manual research.

Change Communication Drafter

Generate first drafts of stakeholder communications tailored to different audiences. Prompt with: 'Draft an email to the sales team explaining the new CRM workflow, focusing on the WIIFM (What's In It For Me) and key benefits.' This frees up your team to refine and personalise, rather than starting from a blank page, ensuring consistent and effective messaging.

Common questions

Common questions

How do you become a Manager, Operational Excellence?

Common routes in include Senior Operational Excellence Consultant (Internal) (3-5 years as a Senior Consultant), External Management Consultant (from a 'Big 4' or boutique firm) (8-12 years in external consulting, with 3-5 years at Manager/Senior Manager level.) and Operations Manager / Head of Department (Internal) (5-8 years in a line management role within a business unit, with a strong focus on process improvement.). Times vary with prior experience.

Where can a Manager, Operational Excellence progress to?

This role can lead on to Director, Operational Excellence (3-5 years as Manager, Operational Excellence) and Head of a Business Function (e.g., Head of Sales Operations, Head of Customer Service) (4-6 years as Manager, Operational Excellence), depending on the skills you build.

What new skills matter most for a Manager, Operational Excellence?

Increasingly, AI Strategy & Ethical Deployment and Digital Transformation Leadership. These are the skills our record of this role lists as growing.

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17Where to go from here

Other roles at Level 5

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

 More jobs in internal consulting

Stay in the field you know and move sideways rather than up.
If you leave this industry

Skills in operational excellence transfer across almost any industry. Manufacturing, financial services, healthcare and technology all need efficient operations. This can mean moving into similar operational excellence leadership roles in other sectors, or into broader operational leadership, supply chain, or programme management roles.

This role profile is © 2026 Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Start my Manager, Operational Excellence plan, free What happens next: a free account, then we build your plan as you set up. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.