Operational Effectiveness Delivery Manager

RS Group; Corby; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global service provider in the UK is seeking an Operational Effectiveness Delivery Manager to lead a team, ensuring processes are optimized for sales and customer services. This role focuses on team leadership, resource planning, and quality assurance in a hybrid work environment. Ideal candidates will have a strong background in coaching, commercial acumen, and the ability to navigate customer service challenges effectively. A competitive reward package and growth opportunities are part of the offering.

Benefits

Pension and retirement plan

Medical plans and health screening

Employee assistance programme

Qualifications

• Experience in cross-functional project management for operational improvement.
• Ability to forecast and plan resource needs effectively.
• Familiarity with customer service and sales environments.

Responsibilities

• Lead a team of specialists to optimize operational delivery.
• Maintain governance of processes for service effectiveness.
• Manage customer feedback programs and quality audits.

Skills

Coaching

Commercial acumen

Team leadership

Negotiation

Influencing

Tools

Project management

Lean / Six Sigma

Performance Reporting

Job description

Operational Effectiveness Delivery Manager

Location: Corby, ENG, GB, NN17 5JF

Brand: RS

Function: Customer Services

Work Location: Hybrid

The Opportunity

Here at RS, we have a brilliant opportunity to join our energised and highly collaborative leadership team as an Operational Effectiveness Delivery Manager.

The role of the delivery manager is to provide leadership and management to their team of specialists, ensuring the needs of our operation teams are met to enable them to be as effective as possible and embedding the sales & service effectiveness strategy.

We aren’t a company that stands still, and RS recognises that world‑class teams need the best equipment, processes, and systems. As such we provide world‑class tools, systems and working conditions; removing distractions and enabling you to focus on what’s important. In this digital age, technology, and commercial thinking change rapidly. We continue to develop ours and want you to be part of that evolution.

What you will be doing

Gain an understanding of demand, workload activity by channel, customer, date and time. Use analysis to accurately forecast expected demand and build suitable long/short‑term resource planning and apply the correct workforce scheduling to deliver. Build the required governance of processes to enable operational delivery of our core service levels. To achieve this, you will lead a varied team of 10 direct reports consisting of 3x Planners, 1x Operational Analyst & 3x Quality Coaches and 3x CX Specialist.

You will deploy a programme of activity to ensure the correct tools are in place, capturing required data points and developing operational reporting to measure & improve delivery.

Lead the departmental Quality Assurance framework, working with Senior and Team Managers to analyse quality performance and provide coaching support and reference material for 80 FTE Customer Service advisors.

You will maintain overall management of the Customer feedback programmes, including customer complaints and supporting quality audits to ensure we are ISO9001 compliant.

What you will bring

We are a non-hierarchically minded people leader, with a track record of direct and virtual team leadership as well as cross‑functional project management experience in improving processes and technology in sales and service operations. With experience in delivering large‑scale programmes utilising delivery channels, you have overseen capacity and resourcing planning to optimise against demand.

Beyond this, you will also have some of the following attributes and experiences:

• An effective coach, influencing others to take personal ownership & responsibility
• High level of commercial acumen
• Experience of leading a small team
• Ability to impact and influence in a matrix organisation
• Experience of working in a customer‑services and sales environment focused on efficiency, cost to serve & performance improvement
• Self‑motivated, flexible and organised. Demonstrates the ability to prioritise workloads, multi‑task and act on own initiative
• Good negotiation and influencing skills in dealing with competing priorities
• Forms positive relationships, strives for high performance and is focussed on their own personal development

It would also be amazing if you had any of the following:

• Project management and Lean / Six Sigma qualifications and experience
• Resource planning & forecasting
• Performance Reporting

We Are RS

We’ve been solving industry problems for over 80 years. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.

Our purpose? Making amazing happen for a better world.

We offer service and product solutions to over 1.2 million customers globally, shipping a parcel every 2 seconds to over 130 countries. With over 800,000 stocked and 3 million unstocked products, we’re a trusted partner to the world’s leading industries.

We’re looking for curious, driven, and empathetic professionals to join our journey. People who think differently, act with purpose, and want to make a real impact.

Rewards

Our Reward Strategy Philosophy is designed to offer market competitive base salaries and provide all of our people the opportunity to participate in a short‑term incentive, enabling them to share in the success of the Company.

Our total reward package is more than just the cash; our recognition and benefit offering provide the opportunity for us to recognise, reward and enable the wellbeing of our people at all stages of their journey with RS. Our rewards and benefits vary by country, but include:

• Financial - pension / retirement; life assurance; salary finance (payroll deduction loan scheme)
• Wellbeing - medical plans; health screening; critical illness; disability insurance; holiday/paid time off; employee assistance programme; discounted gym / health club membership
• Lifestyle - transportation assistance schemes (e.g., cycle to work, travel loans, car leasing); onsite catering/lunch vouchers; retail discounts
• Spotlight – our global recognition programme provides a platform to highlight and recognise people role‑modeling our values

Ready to Make Amazing Happen?

Join c. 9,000 colleagues and help us shape the future of our industry. Whoever you are, wherever you are — it all starts here.

Apply now and make RS a part of your journey.