To lead, motivate and empower staff through effective and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximise customer satisfaction, business results, employees’ satisfaction and team productivity.
Communicate and monitor clear individual performance objectives and service standards.
Create a positive & collaborative team environment by setting and regularly reviewing achievement of team goals.
Facilitate team meetings and other two-way communication forums.
Communicate and monitor reward and recognition schemes.
Coaching and Performance Management
Run recruitment procedures, with Human Resources, to ensure the hub/depot attracts screens and retains the very best Operations employees.
Effectively communicate and disseminate relevant information to all Operations Team Leaders, staff and subcontractors in the hub/depot.
To effectively plan human, subcontracted and facilities/equipment resources in the department to meet and exceed internal and external service levels at all times, and to provide excellent service to customers.
Work with the Human Resources and senior Operations management to proactively ensure that the Operations resources are deployed to meet the business and customer needs at all times.
Delivering on-time and in perfect condition
To meet the targets on delivering on time and in perfect condition in order to achieve customer satisfaction through an optimised and standardised operations process at optimum cost.
Implement correctly new and existing Divisional Operations structures, policies and processes.
To manage the department’s budget in line with Value Based Management principles in order to meet the budget requirements.
Maximise return on investment through managing cost, service and productivity.
Customer satisfaction and retention
To drive a customer-focussed culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention.
Ensure deployment of the Voice of the Customer Programme.
To contribute to the effective rollout of Business Unit Operations projects, through contribution of professional expertise and leadership.
Desired Candidate Five years+ people management experience, preferably gained from a Team Leader role. Ten years+ experience in an operations environment such as hub/warehouse/hub/sorting centre/gateway etc. Preferred knowledge Good knowledge of Operations processes and related technology. Proven track record of continuous improvement