Operational Effectiveness Delivery Manager

RS Group; Weldon; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global distribution firm in the UK is looking for an Operational Effectiveness Delivery Manager to drive improvements in customer service performance. You will lead a diverse team and implement strategies to optimize workload management. The ideal candidate will have strong coaching abilities and commercial acumen, along with experience in customer service. This role offers an opportunity to make a significant impact in a dynamic environment with a comprehensive rewards strategy.

Benefits

Pension/retirement plans

Medical plans and health screening

Discounted gym/health club membership

Qualifications

• Effective coach who inspires ownership and responsibility among team members.
• Experience leading teams within a customer service environment.
• Self-motivated with strong organizational skills to prioritize tasks.

Responsibilities

• Forecast demand and resource planning based on analysis.
• Lead a team of specialists to enhance operational delivery.
• Manage customer feedback programs and ensure quality compliance.

Skills

Coaching and influencing

Commercial acumen

Team leadership

Negotiation skills

Relationship building

Education

Project management qualification

Lean / Six Sigma qualification

Job description

Here at RS, we have a brilliant opportunity to join our energized and highly collaborative leadership team as an Operational Effectiveness Delivery Manager. The role of the delivery manager is to provide leadership and management to their team of specialists, ensuring the needs of our operation teams are met to enable them to be as effective as possible and embedding the sales & service effectiveness strategy. We aren't a company that stands still, and RS recognises that world‑class teams need the best equipment, processes, and systems. As such we provide world‑class tools, systems and working conditions; removing distractions and enabling you to focus on what’s important. In this digital age, technology and commercial thinking change rapidly. We continue to develop ours and want you to be part of that evolution.

What you will be doing

Gain an understanding of demand, workload activity by channel, customer, date and time. Use analysis to accurately forecast expected demand and build suitable long/short‑term resource planning and apply the correct workforce scheduling to deliver. Build the required governance of processes to enable operational delivery of our core service levels. Lead a varied team of 10 direct reports consisting of 3 Planners, 1 Operational Analyst and 3 Quality Coaches and 3 CX Specialists. Deploy a programme of activity to ensure the correct tools are in place, capture required data points and develop operational reporting to measure & improve delivery. Lead the departmental Quality Assurance framework, working with Senior and Team Managers to analyse quality performance and provide coaching support and reference material for 80 FTE Customer Service advisors. Maintain overall management of the Customer feedback programmes, including customer complaints and support quality audits to ensure we are ISO9001 compliant.

Beyond this, you will also have the following attributes and experiences:

• An effective coach, influencing others to take personal ownership & responsibility
• High level of commercial acumen
• Experience of leading a small team
• Ability to impact and influence in a matrix organisation
• Experience of working in a customer services and sales environment focused on efficiency, cost to serve & performance improvement
• Self‑motivated, flexible and organised; demonstrates the ability to prioritise workloads, multi‑task and act on own initiative
• Good negotiation and influencing skills in dealing with competing priorities
• Forms positive relationships, strives for high performance and is focused on their own personal development

It would also be amazing if you had any of the following:

• Project management and Lean / Six Sigma qualifications and experience
• Process improvement experience
• Resource planning & forecasting
• Performance reporting

We’ve been solving industry problems for over 80 years. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.

Our purpose? Making amazing happen for a better world. We offer service and product solutions to over 1.2 million customers globally, shipping a parcel every 2 seconds to over 130 countries. With over 800,000 stocked and 3 million unstocked products, we’re a trusted partner to the world’s leading industries. We’re looking for curious, driven, and empathetic professionals to join our journey. People who think differently, act with purpose, and want to make a real impact.

Our Reward Strategy Philosophy

• Financial – pension/retirement; life assurance; salary finance (payroll deduction loan scheme)
• Wellbeing – medical plans; health screening; critical illness; disability insurance; holiday / paid time off; employee assistance programme; discounted gym/health club membership
• Lifestyle – transportation assistance schemes (e.g., cycle to work, travel loans, car leasing); onsite catering/lunch vouchers; retail discounts
• Spotlight – our global recognition programme provides a platform to highlight and recognise people role‑modeling our values

Ready to Make Amazing Happen? Join c. 9,000 colleagues and help us shape the future of our industry. Whoever you are, wherever you are – it all starts here.