Operations Manager

**Operations Manager - Vehicle Recovery Examination Services (VRES)**
**£50,897 to £62,015 plus a Location allowance of £1,721. You will receive £50,897 the band minimum. Progress to the band maximum of £62,015 will be via incremental progression.**
**Location: Working out of both Charlton and Perivale Police Car Pounds**

**Vehicle Recovery Examination Services (VRES) is a key part of the MPS drive to tackle vehicle crime on the streets of London working in partnership with a number of external agencies and MPS contractors to remove, recover, restore and dispose ofvehicles that are involved in collisions, those involved in serious and organised crime that require forensic examinations or those that are seized under Police powers for no insurance or unlicensed. We support frontline policing and operate 24/7/365, we haveour own unique in-house policing team and a command-and-control team.**

We currently operate out of two forensic car pounds, Perivale and Charlton. Processing over 36,000 vehicles, we deal with everything from two-wheel bikes all the way up to and including HGV’s. Our work has a direct impact upon the service the MPS delivers Londoners,and it is vital we are able to continue to deliver this service to meet current and future demands.

Right now, it is a particularly exciting time to join the team. We are currently undergoing a full business review aimed at identifying smarter ways of working and potential new growth opportunities both internal and externally.

As part of the wider Vehicle Recovery and Examination Services (VRES) Senior Leadership team, you will be striving to keep London safe by ensuring a compliant, fit-for-purpose and available vehicle recovery, storage, restoration and disposal service at thelowest possible cost to support operational policing demands and with a specific purpose.
- To champion the customer voice within VRES
- To build the bridge between customer requirements and front-line delivery
- To assist the Head of Customer Relationships and Operations in developing long term customer demand profiles
- To implement the customer strategy through development and deployment of tactical delivery plans, surge demand management and incident support.
- Act as VRES business partner, be the champion of assigned customer groups and ensure that VRES brings its best to all customer engagements
- Lead collaboration with senior customer partnerships including chairing working groups to identify and implement service improvements
- Provide the bridge between future and current state for customer requirements and build the detailed demand plan with assigned customer groups
- Drive the tactical transition through channel switch from mundane, manual, labour intensive customer interactions exploiting digitalisation techniques, self-service portals and intelligent IVR systems to automate or remove the process entirely
- Engage with senior front-line officers and staff to establish short term customer demand and balance this within territories and assigned customers
- Deliver functional performance improvements and contribute towards the overall improvement of VRES
- Ensure compliance with H&S and COSHH obligations in respect to established MPS working practices and procedures
- Deliver daily, weekly, and monthly targets and report on KPIs
- Accurately translate medium term customer demand requirements into critical deliverable schemes of work
- Manage assigned team to deliver short to medium term functional objectives
- Manage assigned budgets to ensure that VRES works within its budgetary controls
- Manage and balance resourcing for assigned customer groups to provide effective and efficient 24/7 support to front line user groups, taking due account of the welfare of support staff
- Develop and maintain good working relationships with senior stakeholders in assigned customer groups
- Continually monitor wider VRES trends and developments outside of MPS to ensure VRES is at the forefront of its industry, including legislative and regulatory change
- Collect and analyse performance data for assigned customers
- Be the customer champion for continuous improvement, challenge existing practices and engage in and drive continuous improvement efforts
- Own standardised response plans for surge demand, planned and unplanned events, be ready to implement these when needed
- Provide an inclusive and innovative learning team environment, allow staff to grow, take responsibility for own actions and have the confidence to make effective decisions
- Evaluate staff performance, develop comprehensive training plans, ensuring all staff are aware of and able to work to VRES Management standards
- Organise training using appropriate methods in line with PDPs, career progression plans and future business requirements, own the skills matrix for assigned team
- Where required, support the delivery of ad hoc programmes, projects and continuous improvement initiatives across VRES and the wider MPS
- Contribute to ad hoc reviews of VRES performance.

**The role will involve working Monday to Friday with varying start finish times to meet operational demands, role holders will be required to spread their working week across the two car pounds (Charlton and Perivale sites).**

**Additional Information**

**We view diversity as fundamental to our success. To tackle today’s complex policing challenges, we need a workforce made up from all of London’s communities. Applications from across the community are therefore essential.**

**As a Disability Confident Committed Employer the Met have committed to ensuring that disabled people and those with long-term health conditions have the opportunities to fulfil their potential and realise their aspirations.