Job Summary
This role leads Operations to best in class standards for a strategically important group of business units or subsidiary of our Client. The role actively manages and deepens relationships with customers and provides an excellent customer experience throughout operational delivery. It focuses teams on operational priorities, analyses performance, motivates people to deliver and drives operational excellence to deliver appropriate margin and EBITDA, business growth and customer retention
Duties and responsibilities
- Leads the development and implementation of operational plan for an important area of our Client, anticipating complex issues, challenges, and opportunities, and ensuring integration with the wider business strategy
- Sets business unit operational priorities, analyses performance, motivates people to deliver and drives operational excellence. Delivers business growth through client retention and driving new business, and efficiency, through appropriate focus on margin and EBITDA
- Identifies and communicates the actions needed to implement strategy and business plan; provides colleagues with a clear view of how operational plans support Our Client’s broader mission, vision and values; motivates people to commit to these actions and to doing extraordinary things to achieve local business goals
- Develops and proposes annual business plans, ensuring alignment with strategy; recommends financial and headcount budgets; proposes business targets (e.g., revenues or other key performance indicators); and schedules key activities and projects, ensuring integration with other elements of the organisation
- Collaborates effectively with group-wide Commercial and Sales teams to ensure market growth strategy and plans are achievable and takes responsibility for providing excellent customer experience throughout operational delivery, taking an active role in managing and deepening the customer relationship
- Initiates, formulates and implements new business practices and continuous improvement methods and manages change effectively
- Identifies and manages stakeholders up to the highest level, finding out their needs, issues and concerns and reacting to these by leading and coordinating the development of stakeholder engagement plans to support the communication of business information and decisions
- Manages and reports on performance within the area; sets appropriate performance objectives for direct reports and holds them accountable for achieving these. Takes appropriate corrective action where necessary to ensure the achievement of annual business objectives
- Ensures all colleagues within the business area have effective personal development reviews and delivers a succession plan for all key roles
- Contributes to the definition of organisation structure by recommending reporting lines, identifying interfaces between elements of the organisation, and recommending roles and responsibilities aligned to overall corporate structure and organisation principles
- Evaluates the capabilities of colleagues within the department; identifies gaps and prioritises development activities. Implements Our Client’s formal development frameworks within the area; coaches and mentors others to support the development of the Our Client talent pool
- Creates an environment where everyone in the team can live the Our Client Values
- Creates an inclusive environment where our people feel valued, appreciated and free to be who they are at work
Skills
- Plans and prioritises work to meet commitments aligned Our Client goals
- Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Holds self and others accountable to meet commitments
- Sees ahead to future possibilities and translates them into breakthrough strategies
- Interprets and applies key financial indicators to make better business decisions
- Makes good and timely decisions that keep the organization moving forward
- Business Insight - applies knowledge of business and the marketplace to advance Our Client’s goals
- Anticipates and balances the needs of multiple stakeholders
- Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Builds partnerships and works collaboratively with others to meet shared objectives
- Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals
Experience and qualification
- Educated to University Degree or Post-Graduate / Master’s Degree level qualification
- 10 – 15 years of general experience, providing expert competence
- 6 – 10 years of general managerial experience defining, planning, managing and organising resources in line with business strategy