JLA Group | Head of New Business Delivery

About our business

JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning.

The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.

Role overview

Lead the end-to-end delivery of customer orders across Total Care, Circuit, Machine Sales, SCONs, Solutions and contracted T&M revenue lines, including all mobilisation, fulfilment, supply and installation activities from receipt of Docusign through to completion of installations.

Lead the order onboarding and delivery team(s) and develop a culture of continuous improvement and operational excellence, measured by and managed to clear performance metrics.

Collaborate with Sales, Finance and Supply Chain colleagues to meet business and customer delivery expectations as measured by customer sentiment and budget measures.

As a member of Senior Leadership Team, act as an ambassador, demonstrating our values and commitment to our vision through behaviors and people leadership.

Key tasks

• Lead the team to deliver customer orders within SLA objectives across all JLA verticals (Laundry, Catering, Fire & HVAC plus new) and all segments, proactively driving delivery in collaboration with Commercial, Field Operations and Supply Chain colleagues.
• Lead the optimisation of business processes, improving processing time and developing a culture of operational excellence and continuous improvement.
• Implement processes to proactively manage the visibility and delivery of orders, including hand-offs and fulfilment.
• Lead the onboarding and mobilisation of new contracts, assigning resource to coordinate multi-functional teams to ensure effective delivery and account set-up on operational platforms.
• Maximise revenue through efficient / effective transition of orders to complete installation, mitigating any risk of revenue leakage and billing delays.
• Develop talent within the team, fostering a culture of high-quality delivery and commitment to excellence, demonstrated through high quality standards e.g. data quality, rejection rates, etc. Guide, coach, develop, empower and motivate the team.
• Work with Sales and Supply Chain colleagues to forecast and plan machine supply to meet emerging customer demand through high levels of collaboration. Proactively support the management of supply e.g. through machine swaps, sales of in-stock machines, etc.
• Communicate effectively to key stakeholders across the group including forecasting delivery volumes and dependencies / impacts on other teams.
• Maximise use of available data systems to develop performance metrics that both measure operational effectiveness and support continuous improvement. Drive transparent understanding of these metrics and associated targets across the team.
• Work with engineering colleagues to plan install labour needs and maximise efficiency and effectiveness of direct labour and sub-contract resource and associated costs.

Knowledge and Skills

• Understanding Order to Install process, including inter-team collaborations
• Understanding of systems led processed in Order to Cash processes
• Analytical skills, ability to source and use data to effectively set short and long term strategies. drive order delivery and operational improvement
• People management including performance management, coaching and development.
• Understanding of JLA propositions, sectors and segments
• Understanding of Continuous Improvements methods to drive operational excellence across Order to Cash process

Experience

• Proven experience of coaching, leading, developing and inspiring teams
• Change management including understanding the impact of change and developing appropriate training, engagement and communications strategies to support colleagues through the transition
• Experience of performance management and using data to drive improvement
• Proven experience of successful Order to Cash delivery including collaboration across multiple teams
• Experience in leading in an environment focused on customer service excellence
• Experience of driving operational excellence

Personal qualities

• Strong Leader, with highly tuned communication and interpersonal skills to inspire cross-functional teams and align objectives
• Experience in developing team managers into strong leaders and in turn creating a culture of strong engagement.
• Ability to communicate effectively, written and verbally at executive, leadership and colleague level
• Resilient – able to thrive in a role with multiple stakeholders and proactively manage external dependencies to achieve business objectives.
• Detail focused with an ability to understand individual order performance and relate this to team performance

When you join the JLA family, you\’ll also gain access to an extensive benefits package.

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life\’s challenges. We also offer up to 8 counseling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs. You can reach any fitness goals with our free onsite gym at head office along with a range of other gym membership discounts available.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We\’re dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!