Regional Partnership Operations Manager

2 weeks ago

London, Greater London, United Kingdom Evri Full time
Evri Regional Partnership Operations Manager Job Description

We are seeking an experienced Regional Partnership Operations Manager to join our team at Evri. This is a fantastic opportunity to be part of an exciting, forward-thinking business.

About the Role:

The successful candidate will be responsible for ensuring the highest levels of customer service throughout the sortation process. This includes delivery unit performance, scanning, next-day courier fails, damages, and claims, productivity, health and safety, enquiries, and engagement of people.

As Regional Partnership Operations Manager, you will own and drive continuous improvement across the full remit to deliver the required performance across the Delivery Unit estate & contractor solutions within the division.

You will work closely with various stakeholders to ensure that key topics are discussed and potential problems are highlighted to minimise service failures.

Key Responsibilities:

  • Ensure the Delivery unit offers both internal and external customers the highest levels of customer service throughout the sortation process.
  • Delivery unit performance including scanning, Next Day to courier fails, damages and claims, productivity, Health and Safety, enquiries and engagement of people.
  • Owning and driving continuous improvement across the full remit to deliver the required performance across the Delivery Unit estate & contractor solutions within the division.
  • To utilise performance insight from the Operational Performance Team to own the DU & Contractor operation and use this MI Insight to make key operational changes that improve customer and client satisfaction.
  • Understanding the volumes and Peak forecast to ensure that Delivery Units and Contractor plans are in place and can provide a high standard of service during our critical peak seasons.
  • Issuing Improvement notices to Business Partners where standards fall short of expectations as per policy, working with the Legal Team to minimise risk.
  • Support your Area Partnership manager to make the right decision on sourcing of Delivery Units (that consider geography, capacity, commercial viability etc) to future proof the DU model, working closely with the Estates team to gather this information.
  • Working with Loss Prevention to ensure the Delivery Units are operating in a secure manner and opportunities to decrease loss, claims and damage are maximised, in line with target KPIs.
  • Working with the Health & Safety Team to ensure that Delivery Units are working compliantly with H&S regulations and drive continuous improvement across the region.
  • During high volume periods and as required, be flexible in physically supporting Delivery Units by being on site to be visible and offer coaching and guidance.
  • Provide insight and guidance to Business Partners and Contractors to increase performance through consistency and innovation.
  • Fully accountable for the Contractor performance assigned to you, including scanning, ND courier fails, damages and claims, productivity, enquires and engagement of people.
  • Identify issues and pro-actively offer solutions to improve contractor performance, to include implementation of action/improvement plans where required.
  • Undertake root-cause and trend analysis of performance data, ascertaining trends & documenting improvement actions developed with Area Partnership Manager to address challenges, variances, or risk.
  • Hold regular meetings with key stakeholders (EBP's and the contractor) to ensure that key topics are discussed, and potential problems are highlighted to minimise service failures.

Requirements:

  • Current UK Driving license
  • Ability to work 5 over 7, including various shift patterns
  • Knowledge & Experience:
    • Knowledge of self-employed courier model
    • Previous experience of working in a customer focussed industry in a fast-paced operational role
    • Previous experience of making commercially viable decisions
    • Problem solving and planning effective contingencies and solutions.
  • Technical & People Skills:
    • Customer Focused approach
    • Competent negotiation skills
    • Ability to adapt to different styles and behaviours

What We Offer:

We offer an excellent remuneration package with a salary between £40,000 - £60,000 depending on experience, plus benefits.

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