Job reference number 293348
NRC Team Manager - Northern Ireland Mail Center -Newtownabbey
Competitive Salary Plus 18% (Potentional Bonus) with 27.5 A/L
Full time
Permanent
Northern Ireland Mail Centre, Newtownabbey, BT36 4HQ.
Job purpose
Total accountability for the management of the NRC. To lead the team to sort, prepare and deliver all mail to the required specifications and within the set operational standards to achieve excellent customer service and maximise performance against the full range of scorecard measures.
Key accountabilities
- Accountable for achievement of safety/people, customer, efficiency and financial Key Performance Indicators (KPIs).
- Lead, support and coach the full team to maximise their performance in the interests of KPI improvement and excellent customer service.
- Focuses on team communications and involvement through the effective use of WTLL, daily huddles and one to one interfaces – to ensure their team fully understands the business strategy and the role of their unit.
- Accountable for compliance to operational standards and SOPs for safety, quality, and people, using data and analysis to drive continuous improvement in these areas.
- Accountable for the efficient management of the office budget, having plans in place to continuously improve performance to hit and over achieve targets.
- Responsible for safeguarding customer relationships through the proactive management of quality, prompt redress of customer complaints and the customer centric management of enquiries of items
- Direct responsibility for ensuring pipeline performance is achieved through strong interfaces with network arrivals, local mail centre and the wider processing pipeline
- Accountable for effective resource management. Holds a manpower plan that aligns to traffic forecasting, where supply and demand are managed seasonally to optimise efficiency. Actively works in partnership with the CWU Trade Union and within the structure of national agreements to grow the relationship in the unit, with a focus on weekly resource meetings and regular safety interfaces.
- Responsible for coaching and driving individual and team performance within the unit based upon clearly defined core standards and responsibilities, ensuring all tasks are completed at the correct level.
- Manage all unit assets including equipment (PDAs, trolleys), facilities and buildings, ensuring business, safety and legal compliance
- Develop, coach and up skill line Managers to develop in their roles and increase their effectiveness. Development of productive relationships with external stakeholders
- Performance management of external commercial partners to improve NRC revenue year on year
- Identification of traffic and product trends and the ability to transform these trends into increased revenue for the NRC
- Development, trialling and implementation of new revenue streams
- Short and long term sales planning to maximise revenue
- Financial forecasting alongside internal and external stakeholders
- Credit control of external stakeholders
- Data management of external stakeholders
- Experience of tendering processes and negotiation of commercial contracts
- Ability to manage NRC within Royal Mail guidelines while having the experience to lead on external commercial opportunities
- Proven ability to deliver year on year improvement across a diverse range of goals
Key Dimensions
Budget or financial targets
- Direct accountability for achieving operational budget for business unit
- Long term planning ability required in order to develop budgets in partnership with Finance team
- Ability to translate operational budget into effective KPIs and operational strategy
- Cost effective purchasing strategy to be developed within the constraints of operational budget
- Effective manpower planning is essential, incorporating the use of Agency staff when required, with a critical understanding of planned costs versus generation of revenue
- Total responsibility for the generation of revenue, with the expectation of year on year increases
- Scales of impact (team, function, division, group wide)
- Achievement of operational budget is critical in the financial performance of the ROD area as a whole
- Direct impact on financial performance of ROD area due to unique ability of the NRC to generate revenue
- This uniqueness within Royal Mail drives the need for a commercially aware Head of Operations with the ability to drive operational improvements across the unit in order to achieve financial targets.
Team size
- Headcount fluctuates between 105 and 150 staff on a seasonal basis.
- 3 substantive managers, 3 deputy managers
- Direct accountability for full NRC compliance, and targets including budget and management of frontline managers and OPGs within the unit
Data management of external stakeholders
- Experience of tendering processes and negotiation of commercial contracts
- Ability to manage NRC within Royal Mail guidelines while having the experience to lead on external commercial opportunities
- Proven ability to deliver year on year improvement across a diverse range of goals
Key Skills and Qalifications
- Building relationships - Developing and leveraging relationships with their team, unions and other colleagues, to achieve business results.
- Coaching for high performance - Engaging individuals in developing and committing to an action plan that targets specific behaviours, skills, or knowledge needed to ensure performance improvement or prepare for success in new responsibilities.
- Customer focus - Places the customer at the heart of everyday activity; works across the business to provide excellent customer service; resolves issues quickly; seeks to improve service and efficiency.
- Delivering results - Ensures consistent contribution to Royal Mail Group strategic goals by focusing individual and the performance of others on the most important priorities, measuring progress, and ensuring accountability against key metrics.
- Know the business - Uses own understanding of basic business operations and Royal Mail Group systems, processes, departments, and functions, to achieve business objectives and ensure growth. Using knowledge of trends (e.g. operations, market, finance, and industry) to understand and improve individual, team, and/or Royal Mail Group’s results.
- Health, safety & wellbeing leadership - Leading by example, to actively protect the safety, health and wellbeing of themselves and others; ensuring compliance with safety and health legislation and Royal Mail Group’s safety and health standards by inspiring others' commitment to create a safe working environment, working practices and to support them in improving their wellbeing.
- Making sense of data - Collect, analyse, audit, and interpret information needed to manage business unit performance, as well as on-going team activities to achieve scorecard metrics and business objectives.
- Leading continuous improvement - Creating an environment that inspires people to think logically using data and facts, generating solutions to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and driving solution implementation.
- People management essentials - Follows Royal Mail Group’s processes for people management with logic and sensitivity; applies policies appropriately; manages employee from recruitment throughout their time with Royal Mail Group; manages and closes skills gaps.
- Compliance - With items received ranging from return-to-sender mail, to restricted goods, you’ll work to ensure full compliance to the local work plan, a rigorous set of internal compliance standards and achievement of key targets
Shift Patterns
Day shift (9am to 5pm) Monday to Friday.
About Us
At Royal Mail we connect companies, customers and communities across the country, delivering a ‘one-price-goes-anywhere’, universal postal service to more than 30 million addresses. As one of the UK’s leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe.
Royal Mail are 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.
Closing Date: 3rd April 2023 Please note, this advert may close early if the appropriate number of applications has been reached.
Interviews expected: April
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