What is the purpose of the role?
The Operations Team Manager is responsible for leading, motivating and managing a team of technical practitioners delivering a process or set of activities achieving key performance indicators (KPIs) or regulatory outputs. Using technical feedback from the Technical Support Unit and process compliance metrics, they will performance manage the team and create a community where continued development and knowledge sharing is encouraged. This role will also improve processes, policies and standards to create an environment where strong technical and asset health led approach is applied to high value work authorisation. This is about being a brilliant people manager first, having a technical background is not essential.
What makes this role unique?
This dynamic role will have 15 direct reports and offers the successful candidate the opportunity to manage, train and coach their team, as well as influence processes within the wider team to ensure we provide an excellent customer experience during these rapidly changing internal and external environments. Our customers expect the highest level of service and we need to anticipate and meet their needs. This is a great opportunity to make a difference to our customers and shape the way we work going forward. If you have a strategic mind, thrive under pressure, strive to provide the best people management and are passionate about customer experience then look no further as this is the right opportunity for you.
What will this role involve?
Monitor and report on performance against key performance indicators and other relevant measures, taking corrective action as necessary.
Take responsibility for team performance and improve engagement using 'Hear for You' action planning. Lead, manage and develop staff.
Proactively assess development opportunities for team, and support in delivery of these.
Create a sense of community within the team, promoting learning opportunities, facilitating team meetings and holding regular 121s to discuss performance and development.
Reporting / escalation - including people, risk, opportunity, successes, key performance indicators.
Work closely with the Technical Support Unit to understand compliance to processes and areas of development and feedback for team.
Develop a culture of asset and risk based decision making, which ensures asset health led technical decision making improves all financial, ODI and customer outcomes.
Understand how technical decision making sits within our Waste Networks end-to-end customer journeys and impact on end-to-end continuous improvement.
Initiate and develop communication and good relationships with key stakeholders, both internal and external, with the aim of delighting our customers and facilitating smooth and efficient delivery of work.
Proactively manage a Health and Safety culture in the team, both within the office and also through works raised.
What are we looking for?
We are looking for a people manager with strong leadership skills and prior experience of managing and driving performance within a team is preferable. As this role will see you working in a constantly changing fast paced environment; you will be an adaptable individual. You will have good communication, interpersonal skills, and good commercial acumen. A track record of strong performance and a demonstrated ability to deliver results would be desirable. Knowledge of waste water processes would be preferable. Strong communication and interpersonal skills are essential. Strong leadership skills are required together with an ability to make decisions under pressure. You possess strong IT skills and experience of SAP and MS office. Due to the nature of this role, a valid driving licence is required.
Thames Water information and salary details
This role is based in our state of the art Customer Solution Centre in Slough and is offering a salary of up to £40,000.00 depending on skills and experience. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
About Thames Water
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 15/02/2019.