Operations Director - Birmingham, United Kingdom - Davies Group

Description

Job Purpose

Overall responsibility for these areas to implement an operational strategy to support our ambition to become the accepted market leader in each of these service lines.

To maximise potential growth, deliver operational change and fully utilise technical skill. The role requires the successful candidate to work collaboratively with all key stakeholders in these areas and wider business ((technical, file handling, sales, client management, operations, people lead) and support functions)) to successfully effect and drive change. To drive the strategy of the firm and strategies of the areas of the business within the remit of the role specifically to support changes in working practices required of business, lead projects, growth of the areas, deliver the highest levels of client service, results, people engagement and commerciality. To be an engaging and innovative leader.

What will your day look like:

Operations

•Manage day-to-day operations of the business division having experience in the follow motor areas:

• FNOL services

• Repair Management services

• Engineering services understanding

• Third Party Capture

• Total Loss Claims settlement

•Manage day-to-day operations of the business Division and have full accountability for the delivery of People, Client Service, Quality, Capacity and Financial performance.

•Drive the successful implementation of firm-wide and area specific projects and action plans while delivering the company's financial and commercial objectives

•Deliver operational excellence, implementing improvements that gain competitive advantage

•Develop a culture that supports our values, excellent service, people engagement, innovation, and continuous improvement in alignment with company strategy.

•Drives the development of individuals to reach their full potential working in conjunction with technical lead and lead file handlers and lawyers.

Change

•Develop, generate, encourage ideas and suggestions on delivery of services and internal process delivery seeking to innovate to ensure that highest levels of effectiveness, development of individuals, recruitment strategies to build capacity to grow market share.

•Develop and execute communication plans across the business Division in line with the firm-wide strategy

•Champion and implement ideas for new or improved modes of delivery or products to the existing and future client base working with key technical and sales/client colleagues.

•Analyse and critique current processes, evaluating new opportunities to 'think outside the box' in the use of technology, redeployment of staff or operating models to accelerate the companies capabilities in these areas to be best in class whilst delivering improved profitability.

People development

•Develop and maintain a succession plan supported by effective PDP's for all key roles in these areas.

•Develop and maintain a competency Development Framework and Career Pathway for all roles in these areas.

•Mentor and develop competencies of all Managers in these areas to next level.

Travel:

•Travel nationally will be required to all offices on a frequent basis.

Abilities And Knowledge:

•Be an experienced Operations Director or Business Unit Director with Claims knowledge –

FNOL, Repair, Salvage, Engineering knowledge, Third Party Capture services, Total Loss Claims Settlement services, Hire/mobility, supplier management. Proven experience required in these areas.

•Have a proven track record of results in leading change and a commitment to delivering a high quality service within a call centre environments

•Have demonstrable experience of working collaboratively with key and senior stakeholders and ability to interact with customers present data and innovate.

•Experience of leadership and management where influencing skills and political and emotional astuteness will be important attributes – and the gravitas and judgment that this implies

•Proven ability to explore and challenge team structures to improve efficiency ,effectiveness and profitability

•Excellent understanding of business financial measures and an ability to express the benefits of initiatives in financial terms

• Excellent analytical skills that can be used to review and improve performance

• Experience in financial forecasting, pricing & P&L accounts & Budget management and creating a Target Operating Model.

Personal Qualities

•Able to embrace change and to engage others in a similar philosophy

•Strong influencing and persuasive skills, able to persuade others of his/her point of view

•An effective delegator with attention to operational excellence, but a high degree of pragmatism

•A creative and innovative approach that facilitates efficient planning and effective implementation

•Good attention to detail and passionate about service delivery, but keeps a sense of perspective and aligns operations to the agreed strategic imperatives of the firm

•Communicates a sense of purpose and urgency, inspiring loyalty and motivating others to give of their best

•Commercial acumen for determining cost-efficient processes , intelligence, decisiveness, resilience, clear thinker and strong leadership ability

•Able to communicate effectively at all levels, both internally and externally, and build effective working relationships with Key Stakeholders and Business Services Directors

Ability to recognise own knowledge and development gaps and to take proactive steps to upskill.

•Outgoing personality, achieving results and finding solutions

•Role model for Davies values

People development

Mentor and develop competencies of all business unit managers in these areas to next level