Strategic Operations Lead
3 weeks ago
Role Overview
The Operations Planning Manager is responsible for leading and managing a team of planning coordinators to ensure smooth execution of all operational and administrative aspects for our clients. Employing Active Resource Management methodologies, the role focuses on meeting contractual obligations and exceeding 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 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.
- Ad hoc duties assigned by line manager.
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