Sameday Delivery experience needed
Role Overview
Manage all operational functions within the Service Centre to create a ’Best in Business’ culture. Manages, develops and supports colleagues to deliver the key strategic objectives and continued growth of the centre’s revenue and profits whilst maintaining and delivering the SLA’s, client retention, operational efficiencies and colleague development in line with EBITDA targets.
A successful Service Centre Manager is responsible for optimising all aspects of the operational functions within the Service Centre. You will support the Regional Manager to continuously deliver operational excellence through budget management, operational efficiencies, new business implementation, existing customer retention establishing a ’Partner of Choice’ reputation.
Support and develop all inhouse colleagues to achieve the collective Service Centre success. Skills and Competencies Business Acumen Manage and exceed all financial targets set (revenue, profit, EBITDA) through continuous budget review and monitoring Reviews and manages operational stats to identify potential efficiencies and improved productivity Collaborates with Regional Managers and internal partners to successfully manage new business opportunities through new sector development or acquisition opportunities.
Consistently reviews and develops operational processes to enable stability through growth Proven proficiency of creating, analysing and disseminating clear and concise operational reports and working towards achieving and exceeding business operational targets.
Communication and Influencing By proactively supporting Account Management, demonstrates exceptional customer focus successfully building positive key customer relationships securing customer retention Identifies and collaborates with all stakeholders to deliver cross functional optimisation Adopts and promotes ’best in business’, ’Operational Excellence’ and ’Partner of Choice’ environment remains objective, actively troubleshoots and pursues solutions when issues/problems occur Resource Management Proactively manages, supports and mentors peers to develop a strong, passionate and successful team through performance management and proactive communication.
Reviews and manages operational requirement during peak periods to minimise disruption Ensures compliance with all business and legal requirements Demonstrates effective time management skills and meets deadlines
Manages the adherence of all aspects of Health and Safety, on site and within courier resource through risk assessments, accident reporting and relevant training and the recording of these.
Manages teams Attendance/Performance and Conduct in line with policies and processes (Attendance/Disc & Grievance) and implements action when unacceptable levels are observed or where requirement for additional support is suspected Manages recruitment to deliver a team inspired to deliver Innovation and Change Adapts positively and proactively supports change Ability to reprioritise tasks/workload in line with changing business needs in a busy and time sensitive environment
Actively reviews and challenges process to promote innovation and optimisation across all operational functions Skills and Experience Demonstrate successful management of operational/logistic service centre in a customer focused environment Proven success in managing and exceeding budget targets
Previous experience of successful team management through mentoring and development Working knowledge of inhouse systems e.g. CityTrak and X-Despatch 3, Salesforce Working knowledge of full Microsoft office suite