Operations Performance Leader

3 weeks ago

Crawley, United Kingdom Royal Mail Group Full time

**Job reference number **297651**

Operations Performance Leader (OPL) - Crawley

Salary starting at £58,000, 18% bonus potential, 27.5 days annual leave and pension

Full time

Permanent

Royal Mail and Our Evolving Journey:
With a rich history and trusted reputation, Royal Mail is a prominent and respected brand in the UK. Our commitment to connecting people and businesses remains unwavering, and we are dedicated to delivering exceptional results for our customers.

As a thriving organisation, Royal Mail continuously adapts and enhances its operations. We cover every delivery point in the UK, with over 30 million daily customer touchpoints. With 165,000 employees, 80,000 PDAs, and 25,000 end IT users, we are on an exciting transformational journey. Our focus is on investing in security, processes, and people to drive growth, especially in parcel and packet volumes and online services.

At Royal Mail, we boast the largest "Feet on the Street" network, consisting of over 85,000 postmen and women. We are also proud to have the lowest reported carbon emissions per parcel among major UK delivery companies. Our commitment to sustainability is reflected in our investments in electric vehicles and drones.
The RMG Operations team is leading change throughout the organisation, defining and implementing new solutions, services, and ways of working. We seek talented individuals with experience working at scale and pace to join us in achieving our goals.

Role: Operations Performance Leader (OPL)
The Royal Mail Operations team is passionate about delivering exceptional service and outstanding experiences to our customers. We are seeking an Operations Performance Leader (OPL) who will play a critical role in driving performance improvement and cultivating a culture of accountability within our community of COMs (Customer Operations Managers). By joining Royal Mail, you will have the opportunity to make a significant impact by coaching, supporting, and developing COMs to enhance their leadership capabilities and drive continuous performance improvement. This role focuses on fostering collaboration, building networks, and empowering individuals to take ownership of their performance and compliance.

Job Purpose:
As an Operations Performance Leader, line managing a large team of managers you will provide performance coaching to a community of Customer Operations Managers (COMs) who are responsible for ensuring that all letters and parcels are delivered out of their own Delivery Offices. The OPL focuses on driving performance improvement and instilling a culture of accountability. You will collaborate closely with COMs, using performance data and feedback to identify areas for improvement and deliver targeted coaching interventions. Your role will involve utilising coaching toolkits, promoting continuous improvement, and supporting COMs in achieving unit performance goals. Additionally, you will foster collaborative networks, engage stakeholders, and champion learning and development opportunities to maximise performance across the community.

Key Responsibilities:

- Adopt a coaching approach to drive excellent customer service and maximise performance against key metrics and scorecard measures.
- Engage with Customer Operations Managers to provide coaching and support in areas requiring performance improvement.
- Deliver coaching interventions aligned with performance requirements, quality assurance, safety, fleet management, resource management, and change deployment.
- Utilise a scorecard dashboard to review and improve performance, making data-driven decisions.
- Enable operational excellence, continuous improvement, and consistency by empowering COMs to own and improve performance.
- Champion learning and development, enhancing the knowledge and capabilities of COMs to achieve unit performance goals.
- Foster a team culture of communication, celebrating achievements, and focusing on opportunities for improvement.
- Collaborate with the COM team to mobilise cover roles and Workplace Coaches, ensuring ongoing support and sustainability through networks.
- Foster collaborative networks and community clusters, facilitating knowledge sharing and best practices among COMs.
- Build strong relationships with trade unions, holding regular meetings to promote collaboration and address any concerns.
- Resolve conflicts and disagreements in accordance with dispute resolution procedures.

Qualifications and Experience Required:

- Expert operational knowledge of a logistics operation.
- Understanding of continuous improvement tools and techniques

**About Us**

At Royal Mail we connect companies, customers and communities across the country, delivering a ‘one-price-goes-anywhere’, universal postal service to more than 30 million addresses. As one of the UK’s leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe.

Royal Mail are proud of our diverse employee network g

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