Operational Director – London Region – Detailed Job Profile PEOPLE SERVICE
COMMUNICATE
GROWTH
Setting the communications strategy for the region and ensuring its quality and delivery Key ambassador and influencer for the sector Meet with key external stakeholders to forge strong business relationships and enhance reputation across the sector
Driving a highly engaged and high performing service culture through the vision and strategy for your division. Leading by example by enabling, motivating, engaging and influencing
Ensuring that a clear consistent standard is delivered across the portfolio. Transparent property management to build trust and engagement of customers/clients Using operational data and insights to identify trends and creating strategies to drive service improvement
Delivering on the business objectives both financial and service related Identifying and developing new growth opportunities
WHAT GOOD LOOKS LIKE (WGLL)
Lead on and actively participate in/encourage new business leads
Demonstrating ethical leadership
Ensure that FirstPort systems and ways of working are adopted, embedded and utilised in your region
Delivering the strategy, growth plans and contribution targets for the region in accordance with the business strategy 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 in order to carry out regular business review
Lead your region to drive a high-performance culture through 121’s, and coaching
Set a culture of cross business collaboration and team working across their region
Ensuring that your region are appropriately qualified to meet the future demands of the Industry
Forging strong partnerships within FirstPort and other group companies to deliver synergies across all business activities
Setting the regional strategy ensuring high service standards for their region
KEY ACTIVITIES
Talent identification and succession planning for the future
Promoting a culture of exemplary health and safety standards
Driving the FirstPort Brand in line with business communications strategy
Regular regional SLT meetings to engage and communicate key business messages
Ensuring that all key business SLA’s and KPI’s are met consistently
Building external profile to increase brand awareness and influence the sector
Be an Ambassador and stakeholder for acquisitions being successfully integrated
Review key people metrics and work with the Head of People to improve performance trends
100% Accounts/Budgets issued on time. % Accounts/Budgets with greater than 10% increase Call Volumes post account/budget issue Contacts per 1000
FOUNDATION AL 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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