Deputy General Manager
Deputy General Manager:
It is vital to have an experienced Deputy General Manager of Operations, who is passionate about providing their team with first class training and continuous development, so that we may provide our people with the knowledge and skills to deliver our client’s customers with a consistent high quality customer service.
Job Purpose:
To manage the day-to-day delivery of service to our clients, to ensure our client’s customers’ receive a high quality, cost effective service. To implement the operational plan for our for business area and to support our sales and marketing plan to grow the operation. The first priority will be to deliver the budget for the Teesside site and drive for improvements in revenue and profitability. The next priority will be to develop a centre of excellence and introduce quality initiatives such as COPC, Six Sigma, Lean and 5S, so that we may further improve the quality that we are able to provide to our client and their customer’s
Key Accountabilities:
- Deliver the budget for the operational area and drive for improvements in revenue and profitability.
- Develop a centre of excellence and introduce quality initiatives so that we may further improve the quality that we are able to provide to our client and their customer’s.
- Manage the operational area to ensure Firstsource meets its contractual requirements with its clients within the agreed time frames and develop and deliver budgets and forecasts from a PL perspective.
- Manage the day-to-day delivery of service to ensure our clients are provided with the agreed resource at all times, and that KPIs are met or exceeded.
- Champion the company vision and values as well as develop relationships with colleagues to provide clients with service excellence.
- Work closely with the HR team to deliver resource requirements in line with contractual requirements and achieve internal revenue / profit targets; and staff attendance attrition objectives.
- Implement the staff training, development and performance programme and ensure that the process and milestones are adhered to; so that we may optimise performance and help our staff reach their full potential.
- Manage performance of direct reports against agreed goals for both results and behaviours, and review performance regularly.
- Ensure staff are thoroughly briefed and trained prior to the introduction of new processes to ensure implementation complies with the exacting requirements of the client, so that customer satisfaction / customer value / cost savings are delivered to plan.
- Ensure clear and accurate communication is cascaded throughout the operational teams
- Ensure management input to MI team is accurate, up to date and complete.
- Review and interpret management information, performing analysis with a view to ensuring adherence to contract, and improving operational performance and productivity.
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