Senior Performance Business Partner - London, United Kingdom - Royal Mail Group

Royal Mail Group
Royal Mail Group
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job reference number 293079
Senior Performance Business Partner - Mount Pleasant Mail Centre, London

OPL01

Full time

Permanent

Mount Pleasant Mail Centre, London, EC1A 1BB


Job purpose


A key leadership role, partnering the Regional Operations Director and their senior teams across the pipeline to achieve all scorecard measures.

This role provides expertise and direction to drive sustained quality performance improvement for across the pipeline however focused on delivery performance, working closely with the Operational Nerve Centre.


Key accountabilities

  • Working closely with RODs to prioritise and action targeted improvement activity, raising the professionalism and expertise across the pipeline to drive continuous improvement across the scorecard.
  • Deliver adherence to business standards alongside the area team, driving scorecard metrics across the pipeline to ensure compliance to operational business standards and regulatory requirements.
  • Establish a proactive environment for continuous improvement to reduce defects using standard tools and techniques aligned to business KPI improvement.
  • Provide independent assurance of local transformation change activity to ensure that that our customer promises are met, and any risk to regulatory and legal exposure is mitigated.
  • Build effective relationships at a senior level to challenge and influence senior stakeholders to deliver the customer scorecard and engage them on why quality matters through the eyes of our customers to enable parcel growth.
  • Manage functional points of conflict that could impact on End-to-End quality performance
  • Coach, develop and up skill functional leadership teams to deliver the capabilities to achieve overall scorecard targets and business integrity across the delivery function. Also provide Subject Matter Expert support and guidance to other areas of the pipeline as required.
  • Ensure that the region is using all the agreed delivery tools to manage performance and ensure all paid hours are worked [Resource calculator, IWT, PDA outdoor actuals, Trimble, weekly resource meetings]
  • Develop, co-ordinate, and drive through to completion improvement action plans in partnership with the National Performance leads and Nerve Centre ensuring that root cause is identified, and the correct fix is implemented.
  • Work collaboratively with the Nerve Centre to deliver its key aims and objectives at the regional level.
  • Works with individual OPLs and COMs to address area specific issues, and with national Nerve Centre team to call out issues and share good practice for adoption at the national level.
  • Act as the independent point of integrity and compliance in partnership with the operational team to prevent legal and regulatory breaches through monitoring assuring and coaching, escalating unresolved non-compliance in a timely manner.

Key dimensions

  • Mitigate risk of intervention and penalties through failure to achieve regulatory requirements
  • Enabler to make efficiency savings whilst protecting pipeline performance required to achieve scorecard measures
  • Regional roles providing senior operations leaders with coaching and support to delivery of a sustainable step change improvement across the area's scorecard.
  • Key interfaces include regional leadership teams, Processing Leads, Field Ops Business Partners, National Performance Director, Quality SMEs &
Nerve Centre


Key Skills

  • Performance focused with a strong track record of delivering improvement
  • Work within the Regional Operations Leadership team to provide a customer conscious, balancing functional priorities to deliver a balanced scorecard
  • Capability to rapidly assimilate a wide range of factors to identify key risks and translate these into targeted action whilst maintaining basic condition.
  • Effectively prioritise multiple and challenging / conflicting workload requirements in conjunction SMEs and stakeholders
  • Excellent written and verbal communications skills, including a level of quality systems awareness to be able to analyse data
  • A highly capable leader with integrity, tenacity and energy who thrives in a complex and demanding environment.
  • Advanced analytical skill set with the capability to affectively plan, prioritise and deliver.
  • The ability to act autonomously and to exercise judgement.
  • Proactive individual with an ability to quickly establish relationships and influence others.
  • Credibility and the ability to create and maintain positive tensions with senior level stakeholders and harness to drive sustained performance improvement
  • Can work collaboratively and strategically in a cross stakeholder and multifunction role

Experience

  • Experience and extensive knowledge of the customer, quality and service integrity policies, products, processes, licence conditions, regulatory compliance and end to end pipeline.
  • Experience in delivery systems tools and processes
  • Track record in delivering overall
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