Operations Team Leader

Job Description

Position StatementPlan and coordinate the timely completion of Business-as-usual operational activities; ensuring that correct levels of competent and trained manpower resource are available every day. Consistently achieve team productivity & performance targets and be responsiblefor reporting matters relating to behavioural/performance of the team to your line manager. Making sure that all teams are operating within Crowns written performance metrics and in-line with current ISO Quality standards. Responding to customer enquiriespromptly and professionally with satisfactory outcome.Job Specific Competencies

• Leading - Has long term vision for Crown, is able to engage people in that vision; motivates and inspires. Has a sense of urgency, makes the best of opportunities and strives for continuous self-improvement.
• Acumen - Is able to think strategically, and make decisions based on sound analysis and collaboration. Has strong project management and execution skills.
• Ethics & Values - Upholds and champions Crowns Values and Code of Business Conduct. Treats people with fairness, dignity, honour and commitment. Seeks opportunities to differentiate Crown through charitable, environmentally sustainable,socially responsible statements, events and initiatives in the local community.
• Relationships & Communication- Is a strong communicator who identifies, builds and manages relationships which are service-oriented, customer-centred and will systematically create positive current and future benefits for Crown.
• Customer Service - Works to ensure that all service is delivered to the highest possible standards and that the facility delivers excellent Customer service at all times. Tackles problems and takes independent action, seeks out and usesopportunities to generate new ideas, to ensure consistent high levels of service.
• Interpersonal Skills - Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, seeks performance feedback, can handle constructive criticism. Listens well, defuses conflict before it starts,finds causes of and solutions to problems, can handle difficult people.
• Sense of Urgency - Prioritises well, is energetic, reacts to opportunities, instils urgency in others, and meets deadlines.

Operations

• Ensure that day-to-day service provision is undertaken in accordance with the Records Management Operations Manual as set out for ISO 9001 accreditation.
• Respond to daily Customer orders in the appropriate manner (i.e. standard delivery for the following day, emergency 2/4 hour delivery, search and fax etc.).
• Where customer orders cannot be met for any reason, this needs to be relayed to the Branch Supervisor and the customer needs to be duly informed.
• Customers must be informed of any operational issues that may affect them.
• Ensure work orders for provision of services to the customers are created accurately and in accordance with ISO9001.
• Ensure that all deliveries/collections are carried out using route operations and ensure that any relevant paperwork is signed and collated together at the end of each day.
• Confirm that all deliveries/collections have been carried out correctly and where they have not been completed a full explanation should be detailed on the operations sheet and the customer and Branch Supervisor are informed where appropriate.
• and authority (using the prescribed procedure) for the use of outside suppliers as and when required e.g. courier services, labour and vehicle supply and destruction services.
• To ensure the correct procedure is undertaken when receiving boxes into or out of the warehouse. All boxes in should be scanned onto shelves and checks should be carried out to ensure boxes have been scanned away correctly.
• To operate Branch vehicle fleet in accordance with Company and legal requirements.
• Where appropriate, maintain an effective and efficient system for submitting of tachograph charts for analysis and bring to drivers attention discrepancies and infringements.
• In conjunction with fleet maintenance control, to ensure all Branch cars/commercial vehicles, forklift trucks and equipment are serviced and maintained in accordance with manufacturers and legal requirements. Any defects to be recorded and brought to theBranch Supervisors immediate attention so that necessary repairs can be authorised. Any item of equipment deemed unfit or dangerous must not be used until repaired by a qualified engineer.
• Allocate vehicles and staff to work in a cost effective manner, ensuring maximum resource utilisation.
• Compile daily work sheets for operational staff, ensuring all relevant W/Os are listed on their delivery schedule.
• Maximise vehicle utilisation via the prompt turn round of vehicles collecting or delivering consignments to / from store and in conjunction with route ops and using Fleetmatics to assist in the decision making process.
• Non-conformances to be recorded in the Improvement Opportunity Register (on-line).

General Responsibilities:

• Answer incoming telephone calls with the standard Company response.
• Maintain high standards of personal presentation and ensure personal working area is kept in a clean and tidy condition at all times.
• Observe strict code of confidentiality relating to information obtained in the course of your duties.
• Adhere to quality standards contained in the "Crown Records Management Operational Manual".
• Achieve all targets as per the goals within Target.

Professional Knowledge and Skills

• Previous work experience in supervising a team within a warehouse/logistical background
• Understanding of the ONeil RS-SQL system is a distinct advantage.
• 2 years previous experience in a similar role or working towards the competencies required.
• Well-developed administration and organisation skills with strong attention to detail.
• Proficient computer skills with experience using ONeils, Microsoft Office suite
• Strong communication skills.
• Cultural sensitivity and awareness.

Keyskills :
Records ManagementSupervisingWarehouseOperational Issues