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Manheim is a core part of the Cox Automotive Group. With 15 Auction Centres across the UK, we facilitate the selling of a range of vehicles on behalf of manufacturers, fleet & leasing and dealers to a wide-ranging buyer base both physically and online.

The Operations department is a core part of the Auction business and oversee various activities including yard vehicle movements, entry control and vehicle inspections, VCP, imagery and health & safety.

Team Members are responsible for ensuring all operational processes run efficiently and support the smooth running of the day-to-day function. Ensuring sales are delivered successfully and operational customer service excellence is always met.

Scope of the Role:

To lead, manage and drive all aspects of the Operations function, providing dedicated support and resource to ensure effective delivery whilst maintaining customer service and operational excellence through best practice.

To promote and work towards continued process improvement and efficiency, working within KPI/SLA’s.

Objectives for Role:

Operational Expertise

• To manage and lead the Operations department in their day to day duties, including all operation team members within that department, ensuring the yard operation function is managed effectively, including ensuring the administration, coordination and movements of vehicles meets customer and internal SLA requirements.
• Responsible for the delivery of online performance and measures, ensuring standard operating procedures and Manheim standards are met, driving and reviewing online activity, productivity and quality assurance
• Closely monitor productivity and quality standards across all operational functions
• Ensure the inspections team are always productive in delivering a high quality of inspections and meeting the required SLA’s, ensuring that correct resource is available for the expected unit entry to inspect vehicles within customer SLA requirements
• Manage the flow of vehicles throughout the outside operation, ensuring all the functions from inspections to reconditioning, valet or storage areas are working in conjunction with each other to maximise capacity and efficiency
• Ensure the smooth integration of the inspection and SureCheck functions
• Identifying and delivering ways in which to improve processes to drive increased online penetration, increased revenue and profitability
• Work in conjunction with the Sales, transport and Buyer Services functions to ensure stock management is up to date, including supporting and undertaking regular stock checks and managing operational losses to ensure a positive resolution for all parties
• Responsible for the co-ordination of Health & Safety for the entire site, ensure all Health & Safety documentation and training takes place and is completed in a timely manner

Customer Service & Relationships

• Ensure any customer/internal complaints/queries are investigated thoroughly and resolved within a timely manner
• Effectively communicating and engaging with customers and vendors to build and maintain great relationships
• Continually assess ways of working to ensure the most effective and efficient way of undertaking processes within your area, ensuring that you and your team work seamlessly with the Service Delivery, Buyer Services and Transport teams
• Create new ways of working cross functionally to support the business in achieving a high-performance culture.

Finance & Cost Management

• Effectively manage resourcing costs in line with the budget taking into consideration the use of overtime and agency
• Identify lines of the P&L that require attention and provide recommendations to the General Manager, review areas over budget or not controlled

People Management & Leadership

• Complete or ensure all management reports are produced and circulated with the wider team, highlighting and addressing any performance concerns at the earliest opportunity
• Complete all People Management activities including but not limited to; monthly 1:1 meetings with all direct reports which is captured on Small Improvements, supporting the personal development of Team Members, leading on investigations, disciplinary or grievance hearings (with the support of your local HR Rep), absence management of Team Members (both short-term and long-term), leading on performance related processes (i.e. mid-year and end of year reviews, managing Performance Improvement Plans etc).
• Ensure any training requirements for team members are identified and effectively supported
• Effectively communicating with peers and direct reports to ensure they are continuously updated and are aware of what is expected, including supporting or delivering team meetings (daily/weekly/monthly)
• Lead by example in all critical Cox people activities such as Learning at Work Week & National Customer Service Week promoting development across your team and identifying areas of improvement for working in a more connected across the business
• Taking ownership of the Team Member engagement within your functional area

Skills, Knowledge and Experience:

• Proven people management experience within a similar working environment and successfully managing large teams
• Experience of working within rigid regulations and procedures
• Proven experience of working within an Operational/Logistical environment
• Experience within a customer facing role with the ability to resolve customer queries and complaints to a mutual satisfaction
• Background in a fast-paced business environment
• Budgetary and business planning experience
• Experience in understanding and analysing financial reports or budgets with the ability to analyse data to drive performance
• Excellent interpersonal and communication skills both verbal and written
• Good time management and organisational skills with the ability to work to deadlines, prioritise workloads and delegate tasks
• Good analytical skills with the ability to work in line with KPI’s and SLA’s

STRICTLY NO AGENCIES PLEASE

We work with a carefully selected set of recruitment agencies and we're not looking to add to our PSL.

We do not accept unsolicited agency CV's sent to the recruitment team or directly to the hiring manager. We will not be responsible for any fees related to unsolicited CV's.

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