Operational Effectiveness Delivery Manager

Location
:
Corby, Hybrid - offering a combination of being able to work remotely and from our Corby office.

Contract Type
:
Permanent, full-time (37.5hrs per week).

Here at RS, we have a brilliant opportunity to join our energised and highly collaborative leadership team as a Operational Effectiveness Delivery Manager.

The role of the delivery manager is to provide leadership and management to their team of specialists, ensuring the needs of our operation teams are met to enable them to be as effective as possible and embedding the sales & service effectiveness strategy.

We aren’t a company that stands still, and RS recognises that world-class teams need the best equipment, processes, and systems. As such we provide world class tools, systems and working conditions; removing distractions and enabling you to focus on what’s important. In this digital age, technology, and commercial thinking changes rapidly. We continue to develop ours and want you to be part of that evolution.

Gain an understanding of demand, workload activity bychannel, customer,dateand time. To use analysis to accurately forecast expected demand and build suitable long/shorttermresourceplanningand apply the correct workforce scheduling to deliver. To build the required governanceofprocesses to enable operational delivery of our core service levels. To achieve this, you will lead a varied team of 10direct reports consisting of 3xPlanners, 1xOperational Analyst &3x Quality Coaches and3x CX Specialist.

You will 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.

Leading departmental Quality Assuranceframework,working with

Senior andTeam Managers to analyse quality performance andprovidecoaching supportandreferencematerialfor
80

FTE Customer Service advisors.

You will maintain overall management of the Customer feedback programmes, including customer complaintsandsupporting quality audits toensure we areISO
9001compliant.

We are a non-hierarchically minded people leader, witha track recordof direct and virtual team leadership as well as cross functional project management experience in improving processes, and tech in sales and service operations. With experience in delivering large scale programmes utilising delivery channels, you have overseen capacity and resourcing planning to optimise against demand.

Beyond this, you will also be and have some of the following attributes and experiences:

• An effective coach, influencing others to take personal ownership & responsibility
• High levelof commercial acumen
• Experience of leading a small team
• Ability toimpactand 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-taskand act on own initiative
• Good negotiation and influencing skills in dealing with competing priorities
• Forms positive relationships, strives for highperformanceand is focussed on their own personal development

• Project management and Lean / Six Sigma qualifications and experience
• Processimprovement experience
• Resource planning & forecasting
• Performance Reporting

We’ve been solving industry problems for over 80 years. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.

Our purpose? Making amazing happen for a better world.

We offer service and product solutions to over 1.2 million customers globally, shipping a parcel every 2 seconds to over 130 countries. With over 800,000 stocked and 3 million unstocked products, we’re a trusted partner to the world’s leading industries.

We’relooking for curious, driven, and empathetic professionals to join our journey. People who think differently, act with purpose, and want to make a real impact.

Our Reward Strategy Philosophy is designed to offer market competitive base salaries and provide all of our people the opportunity to participate in a…