Service Operations Manager
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| Job Type | Permanent Full Time |
| Location | Kings Hill |
| Area | Kent, England |
| Sector | Watchmaker |
| Salary | Good basic salary plus bonus and benefits |
| Currency | GBP |
| Start Date | asap |
| Job Ref | Serv221 |
| Job Views | 553 |
- Description
- Role Summary
Responsible for the management of one or more departments within the After-sales Service function, the Service Operations Manager owns and implements operational policy and strategy that delivers short term (12 months) department-level results. He/she drives continuous improvement and higher performance through the department manager(s) and oversees the resolution of day-to-day operational problems in addition to proactively identifying solutions to more complex matters. A key influencer, the role is responsible for obtaining buy-in to and understanding of Company and operational policies, practices and procedures that promote and deliver excellence.
The role is supported by technically experienced professionals who exercise latitude and independence in daily operations and assignments. The Service Operations Manager develops and coaches direct reports to achieve high performance at individual, team and department level.
This key role is fundamental to the delivery of strategic operational and performance excellence across After-sales Services and is directly accountable to the Head of After Sales. The role is required to bring drive and energy without compromising quality and reputation and is a key contributor to the achievement of the After-sales Service strategic plan through its people and processes.
Key Tasks and Responsibilities
Strategy & Planning
Establishes and communicates department plans and communicates short term objectives and goals (12 months).
Plans workflow within the department(s) to meet and maintain achievement of monthly production targets and delivery against service lead times.
Identifies risks and dependencies and develops solutions to minimise impact on achievement of production and service delivery goals and objectives.
Identifies opportunities for, and fosters a culture of, continuous improvement to improve quality, efficiency and performance through appropriate business improvement tools and techniques.
Conducts regular reviews of business improvement plans with Department Manager(s), and provides feedback and recommendations to the Head of After Sales.
Business Metrics & Reporting
Analyses and applies business data and reporting to monitor quarterly / monthly performance of department(s) against KPIs and other goals and objectives.
Sets monthly KPIs to achieve operational plan.
Compiles and conducts quarterly review of performance against department(s) plan with department
managers and identifies/agrees revisions and amendments for next quarter.
Identifies issues and opportunities for improvement in relation to the ERP system and makes recommendations to the Head of After Sales.
Resources
Monitors and evaluates department(s) performance against production plan and adjusts accordingly to achieve operational strategic goals and objectives.
Communicates new and/or revised performance targets to Department managers.
Manages and ensures understanding of the ethical application and consumption of spare parts within department(s).
Policy & Process
Continually keeps under review Standard Operating Procedures (SOPs) for area and advises of changes and updates required as a result of revisions to strategic plans.
Communicates and provides guidance to department manager(s) on revisions to SOPs and Geneva World Service guidelines.
Maintains an up to date, working knowledge of Company policies and procedures and ensures they are understood and applied consistently across the department(s).
Provides advice and guidance to department manager(s) on the application of Company policies and procedures and confers with the Head of After Sales on more complex issues.
People
Develops, monitors and reviews rolling 12 month department resource plans to meet Service Operations strategic plan and service lead times.
Forecasts quarterly workflow for the department(s), monitors productivity and procedures monthly reports.
Prepares an annual recruitment plan for the department(s), for inclusion in the annual budget cycle and to inform recruitment planning.
Creates, maintains and delivers department-specific Health & Safety induction.
Monitors completion of new joiner induction and probationary reviews to ensure these are carried out consistently across department(s).
Conducts quarterly reviews of team skillsets with direct reports, agrees progression and pay uplifts and updates the framework to ensure delivery of strategic objectives.
Manages performance through the annual appraisal process and Personal Development Plans, and identifies learning and development needs for leadership roles.
Monitors and manages department absence, personnel issues and employee conduct and
performance and manages appropriately within company guidelines. Brings more serious or complex matters to the attention of HR.
Promotes and fosters effective and efficient communication at department, team and 1-2-1 levels.
Personal Profile Summary
The role requires a person who has drive, assertion and the ability to communicate with others in a logical manner. They should be prepared to meet opposition and resistance to ideas, and pressurise others when deadlines have to be met. The environment is likely to be one which is full of variety and change, but the person fulfilling the role should be prepared to work within the broad parameters of the organisation.
A friendly approach and the ability to influence and persuade others are important to the function. The person should be a self-starter, competitive, imaginative, enthusiastic, self-confident, inspiring, logical, systematic and precise.
Key Areas of Competence
Sets tough objectives, monitors progress and if necessary takes corrective action and generally controls the performance of both self and if appropriate, others.
Takes decisions in a timely and appropriate manner whilst at the same time ensuring others follow similar principles.
Focuses and pushes both self and others if required to achieve targets, budgets and results despite any opposition or antagonism on route.
Challenges the status quo in order to achieve a culture dedicated to continuous improvement and best practice.
Meets people with ease and motivates them to seek opportunities and achieve high standards.
Smooths relationships when difficult circumstances prevail and develops a culture of trust both within and outside the team.
Applies a systematic and logical approach in order to get things right.
Seeks ways of perfecting things, raising standards, reducing errors and overcoming omissions.
Is alert to changing situations, shows flexibility in approach, adaptability in difficult circumstances and continuously strives to achieve a result.
Essential
5+ years in a relevant leadership/management role within a relevant/comparable role or sector
Experienced in managing multiple project teams/departments compromised of para-professionals, professionals, Team Leaders and technical experts/managers
Recognised professional and/or management qualification
Experience/knowledge of business improvement tools and techniques
Bachelor’s degree or equivalent e.g. NVQ Level 6 qualification
Relevant management training and development
Excellent people skills with the ability to communicate all levels within the business
Proficient and experienced in use of MS office platforms (Excel, PowerPoint, Word, Outlook), databases and ERP systems
Project management
Effective communication skills - verbal and writing
Decision-making skills
Critical thinking and problem solving skills
Desirable
Masters degree
Horology based formal qualification (BHI or WOSTEP)