Operational Lead

2 weeks ago

Sunderland, United Kingdom Paragon Customer Communications Full time

As part of our continued focus on our leadership offering across the site, we have exciting opportunities for Digital Mailroom Operational Leads to join the Leadership Team in Digital Mailroom Operations.

**Principal accountabilities**:

- Manages 4 - 6 Team Managers against their own KPI’s and that of their team
- Motivates, guides, and mentors Team Managers
- Promotes team engagement and performance management primarily via SQDCP (Safety, Quality, Delivery, Cost, People)
- Actively participates in the development and delivery of 90 day plans. Works with Team Managers to provide actions for future plans and reports on progress of current plans
- Responsible for making the necessary HR related decisions following employee performance reviews, working alongside HR department
- Strictly adheres to deadlines by communicating expectations to team members, setting goals, motivating team members, and disciplining where necessary
- Creates an atmosphere centred on delivering superior service for both internal and external customers
- Assist in issues resolution and outline preventative actions required
- Liaise with end clients and attend client facing meetings to support the Client Service Account Manager when and where required
- Deliver the onboarding of new clients within the Inbound environment via SOPs and business rules
- Take a positive lead on NC investigation and resolution
- Supply senior management with detailed information of the operation as and when required
- Promote Paragon Values: Hungry, Humble, People Smart
- Is expected to lead on major Site improvement opportunities that benefits the wider Site objectives, not just their own areas of accountability

**Required experience and skills**:

- Significant and demonstrable experience within a management role
- Experience of managing, motivating and devleoping a team to achieve required targets
- Advanced knowledge of basic IT packages e.g. Excel
- Advanced knowledge of scanning processes and technologies
- Logical approach and ability to scope out project plans
- Able to analyse data and report upon such
- High attention to detail
- Accountable and reliable
- Promotes a positive working environment and able to resolve conflict

**Job Types**: Full-time, Permanent

**Salary**: Up to £45,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Life insurance
- On-site parking

Schedule:

- Monday to Friday

Work Location: In person

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