After Sales Operations Manager

Purpose Of Role:
To manage the strategic partnerships with OEM's and ODM's as well as repair suppliers across Insurance and Channel Returns Operations
The role holder will work closely with both the external and internal customers to support and resolve issues that may arise whilst improving against targets and contractual SLAs and meeting financial challenges to become a world class operation.
The role holder will also support and contribute to the implementation of Supply Chain and customer strategies.

Key Responsibilities:
Make clear contributions to the overall company NPS measures but specifically through the 'Swap' and 'returns' measures.
Ensure contractual service obligations are met by OEM's, ODM's and Repair organisations whilst controlling cost and revenue across the returns and care channels.
Drive continuous improvement through the OEM's, ODM's and repair organisations to maximise service but minimise cost.
Manage the regular meeting cycles with each supplier ensuring actions are clearly document and managed effectively.
Work closely with the aftersales planning function to support the reduction of stock holding and need for 'top ups'.
Be a subject matter expert and represent the aftersales functions in Director level conversations at both an operational and project delivery level.
Manage, achieve and improve productivity standards across operational scope and drive operational efficiencies and revenue growth to enhance profit margins.
Responsible for sustaining and developing improved levels of operational quality of processes. Standardised operating procedures to be maintained and developed to meet audit compliance, underpinned with techniques in continuous improvement and lean methodologies.
Complete daily analysis of operational performance determining root-cause of problems. Develop action/improvement plans that are project managed to timely completion using basic project management tools.
Ensure all processes and measures are maintained and compliant with the appropriate quality standards.
Develop and implement appropriate reporting and controls to ensure maximum recovery of costs from relevant parties (OEM, ODM, Customer, Repairer)
Timely cascade of BTSC comms and articulation of key messages from W&V and wider BT. Actively engage and support team members on a daily basis with regular F2F contact.
Proactively take forward the BT people management agenda and that Performance, Conduct and Attendance issues are dealt with timely and professionally in line with the relevant HR process to address/overcome.
To coach his/her managers to the standard required to meet business targets by using development / coaching techniques. Responsible for development of team through personal development plan management in regular monthly 1:1s.
Continuous development - the role holder will need to understand the companies approach to continuous development. All performance is to be assessed and formally reviewed against peer group / team performance targets and recorded each quarter according to the e-Performance calendar. The role holder should also set standards and objectives for all their people which then form part of one to one's and performance reviews, the details of which should be recorded on BT's HR system. The role holder will challenge any behaviour which undermines the operation and follow the appropriate actions and procedures to rectify any performance issues within their team.
To deliver the BT Values - PERSONAL - SIMPLE - BRILLIANT

Key stakeholders :
EE Supply Chain
EE Finance
Insurance Propositions team
Device and Equipment Manfucaturer's
Other internal partners
External Suppliers

Key Skills:

Good understanding of Supply Chain systems and processes.
Experience in people management, able to think creatively and give direction.
Ability to lead, motivate and influence cross functional teams in a complex global environment to deliver business benefit.
Process mapping and basic skills in continuous improvement & Lean techniques.
Basic project management - successfully build, manage and execute project plan.
Proven leadership capability and ability to drive a high performance culture developing brilliant teams in line with BT's Challenging Leadership philosophy.
Commercial Awareness - ability to manage a P&L and assess opportunities for revenue/saving.
Commercial Awareness - Ability to manage contractual KPI's
Good communicator and well developed interpersonal skills to lead conference calls and team meetings as well as provide articulate updates to the BTSC senior leadership team.
Experience to deliver change management programmes through robust people engagement and transition management within their operational scope.
Has the gravitas to manage challenging individuals and difficult people situations.
Basic ability to analyse, test and challenge current thinking/practice and formulate new actionable approaches.

Desirable:
Industry awareness, understanding of other networks and offerings
Supply chain management experience.
Good understanding of Supply Chain systems - SAP,JDA,Artemis
A good knowledge of Supply Chain operational processes, specifically reverse process flows
Ability to manage change
Experience in people management and be able to give direction.

Salary: competitive. Date posted: 01/07/2017