Operations Manager in Wrexham

Location: Wrexham

Hours: Monday – Friday

Travel expectations can vary; however, it is anticipated to be approximately one to two days per week on other sites or with partners and customers.

Service details

NEC works in partnership with the Welsh Government to administer various welfare funds to some of the most vulnerable people living in Wales. Our core function is to verify and resolve grant applications against set criteria in a specific time limit whilst providing the end user with appropriate supportive advice and guidance. We help customers over the phone, online and by email.

Job Details

Reporting to the Head of Entitlement Services, you will be responsible for the administration of large-scale services, overseeing the operational delivery against forecast budget whilst providing excellence in customer service. Working as part of the Entitlement Services Operational Management team, you will integrate into this, working effectively with your peers sharing best practice, offering and receiving support and taking time to understand the other divisions to achieve business excellence in the overall company strategy.

• Responsible for all aspects of contract delivery including service level agreement achievement, performance, quality, and people.
• Protecting the organization against both internal and external fraud, you will have governance in place to prevent any misuse.
• Management of a strategy and roadmap to evolve the service and secure other wider business development opportunities.
• Explore the sector, networking with partners and relevant organizations to enhance our service offering.
• Manage the relationships of our partners and sub-contractors effectively, ensuring value for money and great relationships.
• Responsible for the management of performance targets through empowering and managing your direct reports.
• Responsible for producing accurate reports and statistical information relating to contractual activity and service performance.
• Responsible for presenting high quality information to external customers and internal colleagues.
• To liaise with clients and other stakeholders to resolve issues and maintain positive relationships.
• Working with the Senior Services Improvement Manager, you will identify and deliver improvements and initiatives to improve the overall profitability of Entitlement Services.
• To motivate, coach and appraise staff under your direction to achieve and maintain a valued workforce.
• Ensure the staff communication strategy is being delivered well by your direct reports.
• Deliver monthly team talks to the entire Wrexham team to reinforce NEC's values and share success and challenges building a community amongst the workforces.
• To liaise and attend meetings or events necessary to raise the profile of the organization. This will involve travel and working away from home.
• To represent Entitlement Services externally at appropriate meetings, acting as Ambassador to enhance our reputation and image.
• To prepare high quality monthly business review reports.
• To contribute to the commercial success of the organization, working with the management team and business development colleagues to shape propositions, establish new service offerings and organizing client visits to Wrexham to highlight our people and services.
• To work within NEC’s HR policies assisting with any staffing issues which may arise.

Customer Excellence

• Ensure regular face-to-face engagement with your team to achieve continuous success of the service.
• Provide clear leadership and direction to the Service Manager to optimise contract delivery and improve staff utilisation to achieve business objectives, contract agreements and improve revenue growth.
• Take time to review the end user feedback provided monthly by the Partnership Manager; put appropriate processes into action and share successes with the client and the team.

Learning and People

• Attending training and other events relevant to develop new skills or to refresh or update existing knowledge and skills.
• Create development plans for all staff and ensure these are reviewed quarterly.
• Meet with internal Learning and Development colleagues to identify appropriate courses for the team, encouraging further development.
• You will complete a session designed to establish your ‘Insights Profile’; this will allow you to understand your behavioral preferences and where you fit into the overall team. The training will encourage you to understand other people's profiles giving you the ability to interact in the most effective way.

Qualifications Personal Qualities and Experience

• Operational experience delivering commercial services to the local government, central government, or social housing markets.
• Proven success in managing profit and loss accounts.
• Experience in achieving budgets.
• Account management experience.
• Proven business development achievements.
• You must have experience in managing teams including motivating large numbers of people to meet challenging deadlines.
• Supplier management experience.
• Must be passionate about what we do as passion drives enthusiasm and inspires others to ‘do their best.’
• Possess a good understanding of public sector outsourcing markets.
• Full UK driving license.

Key Behaviors and Skills

• To thrive as part of a team and support the wider organization's growth strategy.
• Excellent communication skills.
• Can drive positive change.
• Integrity.
• Innovator and visionary.
• Agile, quick learning and can adapt to a changing environment.
• Must have accountability and set the standard for the team.
• Excellent skills in Microsoft Word, Excel, PowerPoint with great mathematical and written skills.
• Works well under pressure.
• Logical thinker, analyses situations and resolves problems.
• Flexible approach to work.
• Ability to create a “can-do” attitude from everyone.
• Have the ability to influence others and inspire the team to follow your lead willingly.
• Passionate about growing the business and exploring new opportunities.
• Experience in HR.

Additional Information

We pride ourselves in offering an excellent benefits package, including an above-average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
• 25 days paid holiday with the option to buy/sell (FTE).
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
• A Group Pension Plan with fantastic employer contributions up to a maximum of.
• A selection of flexible benefits to suit your individual needs.
• All colleagues get free access to LinkedIn Learning. Over 15,000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.