Operational Planning Lead
4 weeks ago
The Planning Manager position at Alcumus is a key role in ensuring the seamless execution of operational and administrative tasks for our clients. In this capacity, you will lead and manage a team of planning coordinators, employing Active Resource Management methodologies to meet contractual obligations and exceed client expectations.
Key Responsibilities:
- Effectively manage the team to meet weekly, monthly, and annual operational and performance KPIs.
- Lead by example, promoting end-to-end customer service excellence within the daily activities of the department.
- Develop a culture of customer-centric business among team members and within the wider Alcumus Group.
- Act as the ultimate escalation point for customer queries and contribute to resolving complaints within the planning department.
- Produce and report on weekly and monthly KPIs, including diary movements, cancellation fees, customer satisfaction, WIP, and NB scheduling.
- Encourage teamwork and lead internal communication initiatives between planning and field, operation, and technical teams.
- Ensure each team member has clear objectives and provide regular feedback to benchmark performance. Act as a coach and mentor to maximise individual potential within the team.
- Instil a disciplined approach to customer feedback and issue resolution, implementing agreed-upon KPIs.
- Work collaboratively with Regional Team Managers to optimise diary management and auditor utilisation while balancing auditor well-being.
- Collaborate with Sales and Key Account Managers to ensure effective client onboarding processes and maximise the sales conversion rate.
Requirements:
- Demonstrates clear and effective communication in both written and verbal interactions.
- Proven ability to organize tasks efficiently and manage multiple responsibilities simultaneously.
- Over 3 years of office-based managerial experience dealing with internal and external stakeholders.
- Practical experience in Active Resource Management methodologies.
- Proficient in Microsoft Office suite.
- Experience with XL Spreadsheets and Computer-Based Diarising Systems.
- Ability to work under pressure and meet tight deadlines.
- Demonstrates effective multitasking and project management capabilities from initiation to completion.
- Approachable and engaging demeanour.
- Good attention to detail in all tasks.
- Strong listening skills with patience and pragmatism.
- Reliable and organised in managing responsibilities.
Desirable:
- Advanced computer and reporting skills
- Familiarity with Project Management Methodologies
- 2+ years of Line Management Experience
What You Will Gain:
By joining Alcumus, you will be part of a mature and flexible work culture that values work-life balance. You will enjoy generous holiday allowances, a 'giving day' to give back to others, enhanced family-friendly leave, an employee assistance program, 24-hour online GP, gym discounts, and cover for various healthcare, dental, optical, and wellbeing treatments/services. You will also have access to a cycle to work scheme and paid time off when you're physically and mentally unwell.
In addition, you will have the opportunity to work with a great team of people, participate in charity events and competitions, and contribute to a positive and fun work environment. We encourage our teams to get involved and have fun along the way.
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