Operations Manager

Reports To

Network Operations Manager

Salary

The starting salary for this position is £37,329 plus up to 12.5% shift allowance.

Impact of Jobholder

The Operations Manager is pivotal in ensuring excellent team performance, staff motivation and employee retention. Normal satisfactory performance of the team will help build service credibility and develop the public's trust.

Key Objectives of the Role

• To co-manage performance and achieve targeted performance objectives.
• To establish effective working relationships with the Police and the rest of the Highways Agency (HA).
• To ensure the assigned Regional Control Centre (RCC) area(s) has the capability (infrastructures and resources) to deliver its goals.

Main Responsibilities

Work in conjunction with and support Network Operations Manager to complete his/her main responsibilites.

• Co-implement the agreed operational plan to ensure the agreed level of service at all times. This includes implementing operations work schedules, contingency plans and business continuity plans.
• Monitor and improve customer statisfaction.
• Ensure, through supervisory staff, that adequate resources are allocated effectively to meet RCC workload requirements.
• Monitor and improve the effectiveness off working relationships with the head of traffic management in the relevant Police forces.
• Ensure that staff have personal or team objectives that are aligned with RCC area objectives and targets.
• Ensure that effective, approved mechanisms operate to monitor and report on key peformance measures.
• Ensure that performance is regularly reviewed and managed to achieve the business goals and objectives.
• Identify and prioritise actions that are required to improve performance and achieve objectives, making recommendations for the improvement of standards, protocols and operating procedures.
• Build and develop the human resource capabilities of the RCC area, ensuring that the required levels of skills, competencies, values and behaviours exist.

Personal Specification

Eligibility Criteria - Skills & Experience

• 2 years managerial experience in a fast moving operational role

OR

• University level education with 2 years' experience in an operational role, including 1 year of managerial experience.

Eligibility Criteria - Driving

• You must have held a full valid driving licence for 2 years with no more than 3 points (at the time of sending in your application)

Essential Criteria

• Negotiation skills.
• Previous experience in a customer-facing environment.

Desirable Criteria

• A basic understanding of traffic management would be an advantage.

Aptitudes

• Able to perform a high quality whilsts repsonding to pressurised situations.
• Think logically and methodically.
• Proactive approach to problem solving.
• Able to develop confidence and trust from the customer and other partners.
• Ability to deal with frustrated and potentially hostile people with authority.
• Ability to provide concise infromation and clear advice through the media.
• Ability to communicate clear goals and targets with a positive attitude.
• Ability to build effective relationships with internal and external stake holders.

Competencies

• Leadership.
• Working with people.
• Customer focus.
• Communicating and influencing.
• Problem solving and decision making.
• Managing resources.