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Operations Support & Improvement Assistant Manager Milton Keynes, England

NHBC

Full Time Milton Keynes, England 41000 - 45000 GBP ANNUAL Today

Job description

Overview:

Salary: £41,000 - £45,000 + up to 10% bonus per annum

Working Location: Milton Keynes

Closing Date: 09/06/2023

We’re looking for an experience people and process manager to support our Operations Support & Improvement manager.

At NHBC we are proud to be unique. No other organisation in our sector combines the variety of services and scale that we offer. As the market leader, our name is synonymous with new home warranty and insurance. Our people are driven by our core purpose to raise standards in housebuilding and protect homeowners.

Why you should join us

We are a modern, lifestyle and family friendly employer who are in a period of rapid growth, investing in technology, data and new ways of working. We need passionate, talented and driven people to join us on this journey.

We encourage our colleagues to work flexibly. We don’t promise we can offer you exactly what you want, but we are always happy to talk flexible working.

What we offer:

27 days annual leave (plus bank holidays) and a holiday purchase scheme
Generous pension scheme, with an employer contribution of up to 10.5%
Life Assurance (x4 salary)
Subsidised private medical insurance
Cycle to Work scheme
Employee discounts platform, including gym discounts
24/7 employee assistance programme supporting your mental wellbeing
2 days volunteer leave
Equalised maternity, paternity, adoption leave and pay for all new parents

Responsibilities:

What you’ll be doing

Leading the workload management and allocation of team operational delivery activities, ensuring all team processes and activities are carried out correctly, within agreed timescales and meet or exceed SLAs and KPIs
Key areas of activity for the OS&I Assistant Manager, include managing the team who will be taking inbound calls, working through work queues, processes and ad-hoc tasks. Additionally, will support the team and OS&I Process Specialist to implement changes to current team process and introduce new processes.
Responsible for all people management from successful recruitment to managing individual and team performance. Undertake Performance Development Reviews, 1-2-1s, huddles, team meetings, training and development, coaching and mentoring as well as managing underperformance or conduct issues with the support of HR.
Develop a culture where training and development are part of the team culture, providing training, guidance and coaching to help the team achieve their potential.
Ensure that there is a Performance Development Plan in place for all team colleagues, ensuring that each colleague has development aspirations where appropriate, but as a minimum, development areas clearly outlined.
Undertake quality assurance calibration checks to ensure that consistency and high levels of quality are achieved and maintained across the Operations business.
Auditing of key Standard Operating Procedures to ensure compliance and quality of service.
Take ownership of and resolve more challenging queries, complaints and concerns in relation to the key activities of the team where possible. Where this is not possible ensure correct information is to hand when referring to Operations Support & Improvement Manager.
Role model NHBC behaviours and values (Excellent, Progressive, Human and Connected) with a positive attitude and ‘One NHBC’ approach, at all times, and in every interaction with our internal and external colleagues and contacts.

The ideal candidate will have

Team management skills in a busy commercial office environment.
Extensive performance management experience, including developing individuals and delivery against targets.
Delivering against SLAs and KPIs
Effective implementation and maintenance of processes and procedures.
Process improvement and management experience, with examples.

Qualifications:

Education and Qualifications

Minimum of English, Maths (A to C) GCSE level or equivalent.
Working towards a Management and Leadership qualification is advantageous.

Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.

Your future with us

We have lots of fantastic examples across our business of people who are building their career with us. We are huge advocates of internal mobility and work hard to retain our best talent. We offer exceptional personal development and career progression opportunities. If you’re ambitious, driven and hard-working you will succeed with us. We’ll support you with full training, ongoing development, and the opportunity to gain recognised qualifications and professional memberships.

Our inclusive culture

We are committed to creating an inclusive culture that encourages everyone to bring their true selves to work. We fundamentally believe in the rights of all our employees and customers to be treated fairly, with dignity and respect, free from discrimination. We have active employee networks that support our colleagues and their allies, creating safe spaces for open conversations and the sharing of ideas.

If you need any adjustments or additional support with your application, please let us know at [email protected]

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