Productivity & Performance Intelligence Manager

The Automobile Association; Oldbury; On-site; GBP 80,000 - 110,000; Full time

Benefits offered by this job

25 days annual leave

Employer pension contribution (up to 7

Free AA breakdown membership

GP and wellbeing support

Employee discounts

Job summary

The AA is seeking a Productivity & Performance Intelligence Manager for its Control Tower. You will lead Productivity Customer Managers, turning complex operational data into practical actions that improve productivity, service, and cost efficiency.

You will work with Workforce Planning, Operational Insight, and Automation to drive measurable improvements across the Road Operations portfolio. You’ll influence resource deployment, challenge assumptions, and embed improvements while balancing

Qualifications

• Experience leading managers or operational teams in a complex, fast-paced environment.
• Ability to turn operational data and trends into sound decisions and actions.
• Strong analytical skills with focus on productivity, service and cost efficiency.

Responsibilities

• Lead productivity improvement plans across the Control Tower portfolio to strengthen resource effectiveness, service and commercial results.
• Translate live and historical performance data into clear priorities and targeted interventions.
• Improve deployment and resource utilisation by balancing hours, capacity and demand.
• Collaborate with Workforce Planning & Operational Insight to close gaps between planned and actual capacity.
• Embed AI and automation improvements with measurable benefits.
• Coach and develop Productivity Customer Managers with focus on customer protection and safety.

Skills

Advanced Excel

Power BI

Leadership

Analytical thinking

Operational insight

Tools

Excel

Power BI

Job description

• Lead productivity and performance improvements across The AA's Control Tower operations.
• Turn operational intelligence into better deployment decisions, customer outcomes and commercial performance.
• Develop managers' analytical and leadership capability while collaborating with workforce planning and automation specialists., Make performance insight count where it matters: in the decisions that keep The AA's Road Operations running effectively. As Productivity & Performance Intelligence Manager in our Control Tower, you'll help turn complex operational data into practical action that improves productivity, service and cost efficiency.

You'll lead Productivity Customer Managers and shape performance across your allocated portfolio, making the most of available resources as demand changes. Working closely with Workforce Planning & Operational Insight and Optimisation & Automation, you'll challenge assumptions, identify opportunities and embed improvements that last. This is an opportunity for a commercially minded, curious leader who enjoys combining analytical judgement with people leadership. You'll influence colleagues across Road Operations and Customer Excellence, balancing operational results with customer experience, colleague wellbeing, safety and the needs of vulnerable customers.

• Lead productivity improvement plans across the Control Tower portfolio to strengthen resource effectiveness, service and commercial results.
• Translate live and historical performance data into clear priorities and targeted interventions that address inefficiencies and emerging risks.
• Improve deployment and resource utilisation by balancing available hours, capacity and changing demand to protect service performance.
• Challenge productivity and cost drivers, including deployed hours and avoidable delays, to deliver measurable efficiency improvements.
• Partner with Workforce Planning & Operational Insight to close gaps between planned and actual capacity and inform future resource decisions.
• Work with Optimisation & Automation to shape and embed approved process, AI and automation improvements, measuring the benefits achieved.
• Coach and develop Productivity Customer Managers, building accountability and analytical confidence while keeping customer protection, safety and compliance central to decisions.
  Experience leading managers or operational teams in a complex, fast-paced environment and delivering measurable performance improvements.
• Strong analytical skills, with experience turning operational data and trends into sound decisions and practical action.
• Experience improving workforce capacity, resource utilisation or operational deployment to strengthen efficiency and service.
• Commercial judgement that balances productivity and costs with customer outcomes, operational risk and resilience.
• Experience leading change, developing management capability and building a culture of accountability and continuous improvement.
• Confidence using operational, workforce or performance reporting systems, with an understanding of relevant governance and customer protection obligations.

Nice to Have

• Advanced Excel and Power BI skills, with the ability to analyse data and generate actionable insights.
• Experience using workforce planning and deployment systems, with a strong understanding of Lean principles and continuous improvement.
• Experience identifying and implementing AI or automation opportunities to improve operational efficiency and performance.

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times "Best Places to Work" for the last two years.

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we've created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme