Operational Leader

Innovative Service Group

c£60-70,000 plus package

This is an outstanding, newly-created, career-developing opportunity for an ambitious manager, currently in the early stages of their management career, a chance to join one of the country’s most innovative business services groups in a role that will see them be fast-tracked towards the Senior Leadership Team.

Differentiating themselves by remaining totally independent and providing bespoke solutions through numerous highly qualified and focussed teams to provide swift solutions and resolutions, whilst creating maximum value for their client & consumer bases underpinned by highly principled humility and passion for what they do.

Replicating that human-focus internally, they have created an upbeat, friendly, innovative, and fast-paced environment with, crucially, market-leading opportunity for advancement. But they seek to continue the development of that culture and environment for the personal and professional benefit of all employees.

This is an energised and innovative culture, which every employee works diligently to foster and continually improve. They are an opportunistic growth company that seeks to deliver long-term prosperity to all employees. Career opportunities are as unlimited as any employees’ aspirations and hunger.

Their innovative service has won them huge recognition and an enviable client list within highly regulated environments as well as huge respect amongst the consumer base but all with an underlying reputation for objectivity. Two decades of achievements and award wins set this ground-breaking business apart from their competitors, and with continued demand for their services and increased capability in their product and service portfolio, their future is as impressive as their history.

A critical element to continuing and increasing the growth and success, is the recruitment of a number of future leaders, to take control and leadership responsibility for a team, but equally to form a new layer of management as this business continues to grow.

This is, in effect, a fast-track, C-Level training role, the chance to join an amazingly progressive and exciting business, get mentored by some of the best Senior Leaders around and form part of the future leadership strategy for this impressive group, or beyond – and do so with full P&L/budgetary responsibility for a manageable-sized business unit AND work in one of the most supportive, proactive, people-centric environment possible, right after they have invested £2m refurbishing their Head Office.

The appointees will quickly become highly professional, commercially aware autonomous business leaders. They will be experienced at delivering various income streams as well as controlling costs where relevant. They will be financially aware, but not specialists in that area. Their specialism will sit within their over leadership capabilities, perhaps having lead a business unit, perhaps a department, but they will be used to having responsibility and accountability. They will be adept at managing workflows and volume performance in this consumer-focussed service business.

Alongside their strong business leadership abilities, they will be passionate about leading people; influential communicators, inspirational and diligent, bringing together class-leading external and internal engagement, along with team leadership qualities all with a truly ‘people-centric’ attitude to secure a bright and profitable future for the organisation as a whole; as well as themselves.

Working with other members of the leadership team, the appointee will lead, train, coach and develop staff to raise capability, creativity, performance and confidence across the team, and the business.

As the business’s leader, you will be expected to set the tone of engagement, working practices, disciplines and routines, to lead by example, share your experience, approach and learnings and to help guide team members when they approach you for advice and support. Each team member has a learning and development plan, which you will be expected to set, review, monitor and implement. You will be instrumental in setting & driving the motivation and inspiration for the team.

The modern office environment, recently enhanced with a £multi-million refurbishment, flexible working structure, multiple free-of-charge sustenance options and break out areas are conducive to promote a supportive, open & authentic culture, perfect for getting to know colleagues across departments & business units, with opportunities to get involved in social, wellbeing, learning and personal development activities. In any given quarter there will be digital learning modules to complete, enabling you to take ownership of your own career and learning development as well as, crucially, leading that of your team.

Key Objectives

• To lead, motivate and inspire the Team and their performance
• To take responsibility for the quality of operational and BAU output, from planning, delivery, and day-to-day performance, to tactics and onward evaluation and evolution
• To refine and communicate your operational and customer relationship strategy, and ensure its delivery, optimum performance and results
• To lead and support all members of your team to maximise their overall performance and the cohesion and communication between team members
• To ensure the team operates efficiently and cost-effectively, delivering high quality services to all
• To continuously develop, where relevant systems, processes and people to manage sustained and heightened performance and growth
• Provide inspirational leadership and champion the values that the company lives by.

Specific Responsibilities

• Managing a team of to ensure that their ‘business as usual’ services are delivered on time and to the highest quality
• Responsibility for the financial and operational performance of a department, including P&L responsibility, of upto £2m.
• Ensure all customer obligations are satisfied – even when those expectations are unrealistic and thus non-deliverable in full
• Using automation and developing technologies to improve productivity without jeopardising the human touch and service delivery.
• Managing resources, planning, recruiting and training as business needs require
• Working with the commercial teams to integrate new clients into the operation
• Working with the System Development team to improve current product offering

Key Personal Focus

• You will create opportunities to drive change.
• You will demonstrate innovative & creative approaches to problem solving.
• You will have the flair to flex your leadership style to fit the dynamic change & growth initiatives.
• You model a flexible & responsive approach to change
• You will shape, develop & empower a high performing team to help them be the best they can be, through development and growth.
• You will always communicate with passion and enthusiasm both to your team and the business.
• You possess a strong track record with managing senior stakeholder relationships with proven credibility and customer focus.
• You will drive efficiency & process improvement, enhance productivity to realise strategic goals.
• You will leverage data & tech insight to drive decision making.
• You translate big picture concepts into robust delivery bringing your team with you every step of the way

Candidate profile and chemistry fit is critical for these pivotal roles. Working within a fast-paced, innovative, entrepreneurial environment, attitude is as important as experience. The person is everything. These key leadership roles will be instrumental in setting the tone, energy and culture for the business.….and in turn design their success. The gravity of success is all about having the right attitude, underpinned with (developing) demonstrable experience.

Suitable candidates will already be high achieving, experienced team/business unit/departmental leaders with a track record of personal success AND success of their team(s). They will possess a strong ethos in service delivery, customer engagement and a background in creating and managing a culture of openness & success.

Experience:

Essential

• A strong leader with at least 5 years’ experience of leading a team with P&L responsibility. This role would ideally suit someone who has managed a consumer-facing operation (such as a retail unit, a depot or other customer service environment)
• A strong leader who can role model values and understands the influence their role has on others and acts appropriately at all times.
• Experience of delivering income streams and controlling costs in order to deliver a contribution of as large as £2m. Requires a high level of financial awareness and the ability to operate within constraints set by the business
• Experience of managing day to day volume performance, ensuring a flow of stock sufficient to meet all volume targets and delivering this while maintaining quality, measured by customer experience, right first time decisions, etc.
• Able to analyse performance data and derive clear insight that, in turn drives improved performance
• An incredibly strong communicator who has experience of creating and managing highly motivated and engaged teams. Someone who is able to manage sentiment within a team and set high standards of communication for their own team managers. Evidence of engagement via employee surveys would be an advantage
• Passionate about the development of colleagues
• Someone driven to improve the experience for both colleagues and consumers with experience of working in an environment of continuous improvement

Desirable

• Experience of working in the energy or telecommunications sector – or working with other regulated sectors
• Experience of working in a customer service, complaints or dispute resolution environment
• Strong influencer who is able to represent the business externally in front of key stakeholders