Operations Lead

.# Operations Lead**Location:** Flexible working – both the option to work remotely and office based available.**Contract type: 6**-month fixed term, full-time 37.5hrs per week**Closing date:**Friday 19th DecemberThe role offers the options of office and remote working, **offering 37.5hrs per week between the hours of 8-8 Monday to Sunday where you are required to work 1 full weekend and 1 Saturday on a 5-week shift pattern**.You will be required to attend one of our offices based in Brighton or Nottingham regularly, with our Customer Support department being based within Brighton and the surrounding areas.D&G’s purpose is to make the world a better place, one repair at a time with a mission to keep or customer’s world running.As an Operations Manager, you will play a crucial role in driving the right outcomes for colleagues, customers, and the company by developing, managing, and leading a high-performing team of Team Leaders. You will be responsible for overall compliance, customer experience, and sales outcomes. Operations Managers are accountable for and will be measured against a range of KPIs, including sales performance, customer-first approach, team engagement, quality assurance, stakeholder management, strategic planning, and innovation. Your role will involve coaching and mentoring future leaders, driving change, and optimizing department deliverables.**Key Responsibilities*** Manage the day-to-day delivery of the balanced scorecard, focusing on sales performance, customer-first approach, and team engagement.* Coach and support the team to drive sales performance through effective behaviors and conversations, using coaching models like SMART or GROW.* Lead the culture, pace, and tone of the environment, mentoring future leaders.* Drive change, present solutions, and optimize department deliverables and operating practices.* Manage the priorities of multiple activities and stakeholders to meet diverse and sometimes conflicting deadlines.* Demonstrate resilience and strong leadership capability.* Maintain a culture of compliance to procedures, regulation, conduct, data protection and compliance.* Resolve escalated customer queries, ensuring compliance with FCA principles, putting the customer at the heart of what we do.* Manage the priorities of multiple activities and stakeholders, to meet diverse and sometimes conflicting deadlines.* Be open to innovation, understanding the principles of change management and coaching others through change.* Collaborate with peers and key stakeholders to share knowledge and ideas across the business.* Display role model behaviours, live & breath our core values whilst encouraging others to do the same.* Maintain a clear focus on goal achievement, confronting problems, conflicts, and obstacles.* Ensure delivery of all KPI metrics within the team to deliver departmental and wider business budgets.**Person Specification**SkillsEssential:* Time management & planning skills.* Communication skills - Strong oral and written communication skills.* Influencing skills & strong relationship building.* Analytical skills - Ability to assess and interpret technical data relating to business performance.* The ability to coach & develop to unlock individuals potential.* Problem solving – solution focused.* Results-Oriented – Ability to drive your team to achieve targets.* Motivational Skills.* Ability to work under own initiative, independently as well as part of a team.* Able to challenge constructively and use data to support an idea or suggestion.Desirable:* Proven experience with sales performance and contact centre KPIs.* Experience in an FCA regulated environment, understanding exceptional customer journey requirements.* Excellent stakeholder engagement and management skills.* Strategic planning abilities and an entrepreneurial spirit.* Strong leadership, communication, and innovative approach.* Ability to translate technical operations to various audiences.KnowledgeEssential:* Knowledge of the key & relevant regulations with a focus on creating a customer centric culture that drives the right outcome for the customer.ExperienceEssential* Sales experienceDesirable* Managing & leading a sales team.***If you're a current D&G employee applying for an internal role, please ensure your Career Profile in Workday is up to date before submitting your application.******Don't forget to download and attach your Talent Card to showcase your skills and experience. This is a required part of your application.*****Working for us, works for you*** Comprehensive training with clearly defined career progression opportunities* Regular incentives with amazing prizes to be won* Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave* Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service* Pension scheme – matched employer contributions up to 5% of basic salary* Life assurance – employer funded cover of 4x basic salary* Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services: + Salary Finance – access to savings and borrowing through payroll + Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles + Travel Loans – interest free loans to help spread the cost of annual travel tickets + Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000* Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes* OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.* Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues* Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends* Employee discounts – a range of discounts for 100s of online and high street retailersThe culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now*Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status.**We also have a thorough referencing process, which includes credit and criminal record checks.**At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.**Don't hesitate, submit your application and up to date CV or Resume now**At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.*
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