Operations Performance Leader

TN United Kingdom; London; On-site; GBP 63,000 - 73,000; Full time

Job description

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Salary from £63,000 (dependent on experience) plus £5,500 car allowance or £5,000 cash alternative, full family healthcare, 18% annual bonus potential, 27.5 days annual leave plus bank holidays and a pension scheme with highly competitive contribution rates.

Full time Permanent

Location: London Area

This is a regional role where frequent travel to various sites in and around London will be expected, plus occasional national travel requirements.

Join Royal Mail on a Transformational Journey
At Royal Mail, we are proud of our rich heritage and trusted reputation as one of the UK’s most respected brands. With a daily reach of over 30 million touchpoints, our 135,000-strong workforce keeps businesses connected and communities thriving.

We’re innovating for the future, investing in sustainable operations, and driving growth through cutting-edge technology, electric vehicles, drones, and streamlined logistics. Be part of a purpose-driven organisation where your contribution truly makes a difference.

The Role
As an Operations Performance Leader, you will act as an Area Manager, spearheading a specific geographical area of Delivery Offices, where our posties are based. You will play a pivotal role in inspiring and empowering Customer Operations Managers (COMs) in those offices to deliver exceptional service. By driving performance improvements and cultivating a culture of accountability, you’ll directly influence the delivery of letters and parcels nationwide.

You will be a resilient and agile leader who thrives in a fast-paced operational environment. This is a hands-on role where you will be expected to be visible in your Delivery offices, leading from the front. This is an exciting opportunity to make a tangible impact by coaching, supporting, and enabling COMs to enhance their leadership capabilities. You’ll champion collaboration across teams, instil accountability in your managers, fostering networks and delivering targeted interventions that maximize performance across the community.

What You’ll Do

• Manage Performance: You will actively manage the performance of your team, instilling accountability, providing feedback, identifying performance trends, and driving scorecard improvement.
• Lead Transformation: Actively manage transformation projects ensuring they are delivered to time and budget.
• Coach and Develop Leadership: Provide tailored coaching to COMs to enhance professionalism, decision-making, and operational excellence.
• Cultivate Collaboration: Build relationships across communities, ensuring shared best practices and innovative problem-solving.
• Promote Continuous Improvement: Leverage tools, feedback, and interventions to embed a culture of excellence and ensure consistent service delivery.
• Drive Sustainability: Partner with colleagues to ensure long-term operational resilience and sustainability.
• Resolve Challenges: Address disputes or concerns constructively, including working with our Trade Unions, ensuring a harmonious and productive working environment.

What We’re Looking For
To truly excel in this role, you will possess, and be able to evidence, the skills and experience listed below:

• A committed, resilient leader with a track record of inspiring and empowering high-performing teams.
• Proven ability to deliver measurable improvements in complex operational or logistics environments.
• Mastery in leveraging business tools and data to inform strategic judgements and drive sustainable growth.
• Exceptional communication and relationship-building skills, with a passion for fostering collaboration and shared accountability.
• Deep commitment to innovation, continuous improvement, and embedding high standards across operations.
• Expertise in process-driven environments and cultivating a strong culture of accountability.

What You'll Get
We’re asking for a lot, but you’ll get a lot in return. First, there’s the 18% on-target bonus, £5,500 to go towards buying a car (reduced to £5,000 if taken as cash), full medical cover, generous holiday allowance, pension scheme, and an excellent parental leave policy. Then there are all the excellent benefits that come with MyBundle, such as the Cycle2work scheme, and corporate discounts including retail vouchers, travel & attraction discounts, gym membership and more. There are also all the exciting career opportunities that come with coordinating a team and driving key outcomes. And that’s before we’ve even mentioned the great sense of pride you’ll feel from being part of one of the biggest transformations in the industry – helping us move from a letters business to a parcels business.

• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
• Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills.
• Supportive and generous company sick pay
• Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.

Why Join Royal Mail?
Join us as we transform and professionalise our Delivery function, setting the standard for service excellence. Your leadership will not only impact our success but also contribute to the communities we serve.

• Be part of an iconic organisation that is at the heart of the UK.
• Shape the future of logistics through sustainability and innovation.
• Enjoy competitive pay, benefits, and a bonus package.

Ready to Inspire?
Take the next step in your career by applying for the Operations Performance Leader role today. Join us in delivering exceptional service and driving transformative change across the UK.

If you’re successful, you’ll be invited to a face-to-face assessment where you’ll have the chance to showcase your abilities and passion. You’ll also take part in a capability-based interview and a short management scenario exercise – more details will be provided on the day.

Please note: If you are currently employed by Royal Mail, you must apply via the internal careers site, or your application will not be processed accordingly.

Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us. The first step is your interview, and we mean ‘your’ interview. We want to give you the opportunity to shine. To enable you to do this, we will provide you with your interview questions ahead of the interview taking place. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust, and our people.

Royal Mail is proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.

We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors and military spouses/partners.