Head of Operations – South East – Detailed Job Profile PEOPLE SERVICE
COMMUNICATE
GROWTH
Consistent use of all available channels for effective customer and client communications Ensuring and maintaining high standards of communications at all levels Meet with key clients and customers; build and develop relationships to ensure that they receive a high-quality service. Ensure that FirstPort systems and ways of working are adopted, embedded and utilised in your division
Driving a highly engaged and high performing service culture through their teams. Leading by example by motivating, engaging and promoting development
Ensuring that a clear consistent standard is delivered across the portfolio. Transparent property management to build trust and engagement of customers/clients
WHAT GOOD LOOKS LIKE (WGLL)
Achieving financial and operational targets focusing on retention and organic growth
Sourcing and recruiting high performing employees inline with budget
Ensuring consistency and high standards across the day to day Operations of the portfolio
Lead on and actively participate in/encourage new business leads
Lead your team to drive a high performance culture through 121’s, and coaching
Identify service gaps and lead on delivery and improvement programmes
Understand and deliver the strategy, growth plans and contribution targets for the region
Work with the business development team on bids for new developments; ensure the product offering for your division meets with the needs of clients and is market-leading Ensure the region meets commercial and budgetary targets; use data insight and metrics to provide a quarterly business review
Ensuring that your team are appropriately qualified t9 meet the future demands of the Industry
Forging strong partnerships within FirstPort and other group companies to deliver synergies across all business activities
Promoting a culture of cross business collaboration and team working
KEY ACTIVITIES
Using operational data to ensure consistent levels of service are delivered and takes action where improvement is required
Talent identification and succession planning for the future
Promoting the FirstPort Brand inline with business communications strategy
Regular team meetings to ensure the teams are engaged and aligned to the organisational objectives Review key people metrics and work with the Head of People to improve performance trends
Nurturing and developing client relationships to identify and encourage organic growth
Promoting exemplary health and safety standards
Ensuring that all key business SLA’s and KPI’s are met consistently
100 % Accounts/Budgets issued on time. % Accounts/Budgets with greater than 10% increase Call Volumes post account/budget issue Contacts per 1000
FOUNDATIONAL METRICS & DASHBOARDS
>3% Churn < % Organic Growth RMC RMC Incentive target Commercial Revenue Targets per region
<70% My Home usage Divisional workflow targets >1.3 Complaints per 1000
121’s >20% attrition
Systems: Qube, Data station Processes: Internal and External SLA for Budgets & Accounts issuing. Customer Comms strategy in relation to budget increases and deficits. Teams: Service charge accountants, Operations, CX
SYSTEMS, PROCESSES & SUPPORTING TEAMS
Systems: Qube, DS, Creatio Processes: SLA for contractor payment, Reporting on debt, Qube invoices. Team: Major works, Amp Lite, Accounts payable, H&S, Operations
Systems: I-Trent Site/Eploy/RiseUp Processes: People Process and Policies Teams: People team/My HR/Learning and Development/Recruitment
Systems: Creatio Processes: Team: Operations, CX, Accountants
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