Head of Central Operations

Contract Type:
Regular
- About Autoglass® and Laddaw®
- We’re a
- recognised
- superbrand
and we know where we’re going. We’re a business with direction and purpose and regardless of your role here, it’s about us all making a difference with real care. We never stand still. We’re relentless, innovative and ambitious, always looking to go further and improve, which creates a world where we need genuine and driven people to help us get there.

Making a Difference Together.
- As a truly people focused business, we believe in promoting opportunities for all, welcoming people who share our passion for enabling exceptional customer experience. We’ll support you with fantastic tools and training in an atmosphere that encourages idea contribution and collaboration working with warm, friendly and real people. If this sounds like somewhere you’ll thrive, keep reading.

Belron UK Ltd. Role Profile - Head of Central Operations

Reports To: Operations & Customer Director

Department: Autoglass® Operations

Location: Mobile, with National Travel

Role Purpose:
Reporting to the Operations and Customer Director, this role is a Senior Leadership position within our business with a primary focus of developing operational strategy to drive operational performance. The role will have shared accountability for the successful implementation of our operational strategy to support the delivery of the Company’s overall business goals and objectives, playing a pivotal role in the Operations senior team,

Through engaging and inspiring leadership of the Central Operations Team, the Head of Central Operations will have accountability for creating a high performing, high energy culture, inspiring individuals to reach their full potential.

Key Responsibilities:

- Accountability for planning operational capacity to ensure that forecasted job volumes are efficiently resourced delivering cost effective plans and outstanding service to customers.
- Establish and maintain a strategic approach to resource planning through the continuous improvement of the modelling and management of technician hours.
- Lead the Central Operations Teams namely Operations Workforce Management (Ops WFM), Operational Support, Process Improvement, Technical and Technical Training teams, to provide clarity of vision and direction of day to day activities, as well as the longer term strategy, raising standards and sharing best practice, to support and drive operational requirements and service improvements.
- Establish and maintain a Strategic approach to bay capacity planning enusuring footprint growth is identified in the right locations to increase proximity to our customers, and providing all Operational, People and Customer requirements to the property/facilities team.
- As a Senior Leader you will be expected to lead programmes of change to ensure that our operational function is continuously improving, innovating and adapting to maintain its competitive advantage and market leading position.
- Accountable for the Technical development of the business, leading the AG Technical team and working with Belron® international to ensure the skills, tooling and equipment are aligned, best in class and deliver technical superiority.
- In collaboration with the Field Operations Leadership team ensure appropriate processes are in place to maintain auditable records of successful calibration records and that where a vehicle is not successfully calibrated auditable processes for issuing waivers to cusotomers are followed.
- Provide challenge, support and advice to the Field Operations LeadershipTeam in defining the Operational KPI’s, producing plans for continuous improvement in areas such as productivity, time to serve, conversion, quality, customer service and technical superiority.
- Working with the finance team, where necessary to construct business cases for CAPEX and OPEX investment consideration.
- Provide a level of support for the Regional Management Team in identifying effective resolutions to day to day operational and service issues.
- Drive and support the promotion of effective processes and service improvements throughout Autoglass® Operations, in the field and Central Operations by identifying best practice and opportunities for improvement.
- Ensure compliance to all appropriate legislation and Belron requirements impacting on the UK VGRR operations.
- Provide professional day to day support on all operational activities to the Executive Team and wider business.
- Through investigation and analysis, acquire a total understanding of all levels of service across the whole customer journey, identifying gaps and supporting Operations through the implementation of improvement initiatives, collaborating appropriately with other Senior Leaders.
- Work collaboratively with the customer function to drive improvements in the end to end customer journey.
- Work proactively and collaboratively with the Customer Sales Teams to ensure involveme