Job Description

Job reference number 299966

Customer First Business Partner - BC8 - Midlands
Competitive salary, \xc2\xa34,800 car allowance or \xc2\xa34,300 cash equivalent, Full healthcare & annual bonus potential
Company pension scheme with highly competitive contribution rates
Generous annual leave offering of 27.5 days, plus bank holidays, increasing to 30 days after 10 years service
Full time
Permanent

Flexible base location available but role requires travel across region.
Full UK driving licence required

At Royal Mail We Delivery More.

A key regional role working for the Head of Customer First Partnering, you\'ll business partner for the Regional Operations Directors or senior leader within one of our 12 Regions or other key operational area. Providing coaching, expertise, and direction to drive sustained quality performance across the region. The role will also provide independent assurance of all regional transformation change activity to ensure that any to regulatory, customer metrics and/or legal exposure is mitigated, and performance impact is minimised. You\'ll be responsible for developing the Q&C Business Plan for the region and ensuring this is driven throughout the year through monthly and quarterly business reviews.

About the role

1. Develop the regional Business Plan which will detail the monthly activity to deliver the customer scorecard ensuring alignment to RMG Vision and Strategy. Work with the other functional business partners to ensure alignment of business plans across the scorecard, escalating any conflicting priorities
2. Underpinning RMG Strategy is a transformational plan which this role will be key to rigorous assurance of business change in the area through the lens of the customer ensuring performance is not negatively impacted
3. Using pipeline wide stratified data ensure correct prioritisation of improvement activity and appropriate actions are deployed to maintain performance at target levels to support the achievement of Quality & Customer metrics across operations. Work with the operators to develop intervention plans to achieve target performance
4. Ensure compliance to National Workplan is achieved across all functional strands, whilst ensuring that any local workplan variation is agreed by each of the functions and the local workplan updated
5. Deliver adherence to basic condition / business standards with the area team for customer and quality metrics across the pipeline to ensure Regulatory framework and compliance
6. Establish a pro-active environment for continuous improvement to reduce defects using standard tools and techniques aligned to business KPI improvement. Work closely with the CI team to resolve systemic problems using the recognised CI tool set
7. 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 growth of the business. Support and lead the drive to improve day to day performance and influence decision making from a Customer First perspective
8. Manage functional points of conflict that could impact on End-to-End quality performance through pipeline alliance meetings
9. Coach, develop and up skill functional leadership teams to deliver the capabilities to achieve customer service, quality targets and business integrity across the operation

About You

You need to demonstrate the following on your CV:

• Ability to create virtual teams that delivers continuous improvement to our performance whilst providing opportunities to stimulate growth
• Work within the Regional Operations Directors 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 with the Business Office and the other senior stakeholders in the Quality and Customer function
• Excellent written and verbal communications skills, including a level of quality systems awareness to be able to access timely data
• A highly capable leader with integrity, independence 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 across the Q&C Scorecard
• Experience and extensive knowledge of the customer, quality and service integrity policies, products, processes, and regulatory framework and compliance
• Experience of business partnering with a track record of excellent stakeholder management, successfully achieving target measures
• A business leader role modelling adherence to business standards, with an enhanced level knowledge and experience of continuous improvement tools and techniques

Extra Benefits

• Generous holiday entitlement of 5 weeks (plus bank holidays), increasing with years completed service
• Company pension scheme with competitive contribution rates
• RMG Share Schemes - partnership and matching share offer
• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
• Supportive and generous company sick pay
• Access to our Feeling First Class service, providing both mental and physical wellbeing support
• Lifestyle benefits - You can purchase a car, bike, home technology or mobile phone, or choose from a range of health benefits and insurance products. You make regular payments from your salary, and so could save on tax*.
• Financial support - information and services to help you manage debt and grow your financial knowledge, with debt consolidation & savings plans*
• Your peace of mind with - Healthcare CashPlan, Dental Cover, Additional Life (life insurance) & Additional Life Partner, Hospital & Death Benefit Plans; Voluntary Critical illness & Voluntary Critical illness Partner
• Free & discounted RMG products - free keep safe & redirection, partner discounts
• Free stamps at Christmas

*Available only to perm employees

Your career in safe hands

At Royal Mail we value our people and we want our people to be proud to work for our businesses.

We have the assets, the infrastructure and the scale that others don\'t, yet we are a big part of the communities we operate in, making billions of precious deliveries each year. We are responsible for the largest B2B customer database in the UK and are one of the largest employers in the UK, providing one in every 194 jobs.

An operation of this size needs a strong support network, and the HR, Legal, Finance, IT, Risk & Governance, Customer Experience, Sales & Marketing departments are all integral to helping us to utilise the latest technology and business approaches to optimise, automate and digitise our operations.

Royal Mail is a forward thinking, innovative organisation, that is also committed to reducing emissions and improving air quality in our communities. This includes investing in technologies such as electric vehicles, drones, alternative fuel trucks and energy improvements to our estate.

For more information on Royal Mail Group and our values please click here:

Next Steps

The next stage of the selection process will be a face to face interview consisting of competency based and role specific questions. We plan to hold interviews early October

Royal Mail are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.

We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.

For more information on Royal Mail Group and our values please click here:

Closing Date: Wednesday 13th September 2023. Please note, this advert may close early if the appropriate number of applications has been reached.

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Royal Mail