RS

Operational Effectiveness Delivery Manager

RS

full-time

Posted on:

Location Type: Hybrid

Location: Corby • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

About the role

  • Gain an understanding of demand, workload activity by channel, customer, date and time
  • Use analysis to accurately forecast expected demand and build suitable long/short term resource planning
  • Apply the correct workforce scheduling to deliver
  • Build the required governance of processes to enable operational delivery of our core service levels
  • Lead a varied team of 10 direct reports consisting of 3x Planners, 1x Operational Analyst & 3x Quality Coaches and 3x CX Specialist
  • Deploy a programme of activity to ensure the correct tools are in place, capturing required data points and developing operational reporting to measure & improve delivery
  • Lead departmental Quality Assurance framework, working with Senior and Team Managers to analyse quality performance and provide coaching support and reference material for 80FTE Customer Service advisors
  • Maintain overall management of the Customer feedback programmes, including customer complaints and supporting quality audits to ensure we are ISO9001 compliant.

Requirements

  • A track record of direct and virtual team leadership
  • Cross functional project management experience in improving processes, and tech in sales and service operations
  • Experience in delivering large scale programmes utilising delivery channels
  • Oversaw capacity and resourcing planning to optimise against demand
  • An effective coach, influencing others to take personal ownership & responsibility
  • High level of commercial acumen
  • Experience of leading a small team
  • Ability to impact and influence in a matrix organisation
  • Experience of working in a customer services and sales environment focused on efficiency, cost to serve & performance improvement
  • Self-motivated, flexible and organised
  • Demonstrates the ability to prioritise workloads, multi-task and act on own initiative
  • Good negotiation and influencing skills in dealing with competing priorities
  • Forms positive relationships, strives for high performance and is focussed on their own personal development.
Benefits
  • Financial - pension/retirement; life assurance; salary finance (payroll deduction loan scheme)
  • Wellbeing - medical plans; health screening; critical illness; disability insurance; holiday / paid time off; employee assistance programme; discounted gym/health club membership
  • Lifestyle - transportation assistance schemes (e.g., cycle to work, travel loans, car leasing); onsite catering/lunch vouchers; retail discounts
  • Spotlight – our global recognition programme provides a platform to highlight and recognise people role modelling our values

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
workforce schedulingresource planningoperational reportingquality assurancecapacity planningprocess improvementproject managementdata analysiscustomer feedback managementISO9001 compliance
Soft skills
team leadershipcoachinginfluencingcommercial acumennegotiationrelationship buildingself-motivationflexibilityorganizational skillsprioritization