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Director of Operations
3 months ago
PURPOSE OF THE JOB
This senior role operates as the Operations leader for OUP in India. The role is accountable for delivering best-in-class Operations services to OUPI and for collaborating with Group and Divisional colleagues to ensure alignment with Press policies and procedures and global best practice.
Team size: +- 30 full-time staff, +- 20 contract staff.
Annual cost budget: GBP 5m overheads. GBP15m PPB cost
This role will be responsible to:
• Ensure deliver of the strategic and market needs of the India business, managing service delivery and budget, and aligning both with Group and Divisional colleagues.
• Lead, plan, coordinate, and implement strategic change programs and, once approved and implemented
• Ensure adoption of the above strategic change programs, and realization of the expected benefits.
• Monitor overall service delivery to achieve core KPIs and meet SLAs. Identify areas for improvement and implement changes as necessary.
• Maintain consistent and effective communication with the relevant Group and Divisional colleagues, seeking input and approval, as required by the OUP Delegated Levels of Authority.
PRINCIPAL ACCOUNTABILITIES/KEY RESULT AREAS:
• Maximize customer satisfaction by ensuring that Operations execution aligns with the expectations of internal and external customers.
• Respond rapidly to issues and manage root cause analysis effectively.
• Ensure user feedback reaches key service owners and is responded to, as appropriate
• Collaborate with the India Leadership Team (ILT) to modernize the operating model of the India business and drive the digital transformation and growth agenda.
Job Description
• Work in partnership with Operations Centers of Excellence (CoEs) to develop robust business solutions to internal stakeholders.
• Ensure alignment of projects, budgets, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) with the needs of the business teams.
• Lead by example in promoting a culture of process excellence, resource optimization, and innovation.
• Participate in the development of Operations strategic roadmap and annual business planning cycle. Clearly articulate and prioritize business demand while also considering roadmap constraints.
• Create and deliver effective leadership practices throughout the function to foster a high-performing culture aligned with OUP values, behaviors, and qualities. Ensure clear communication, well-defined objectives, responsibilities, and expectations.
• Promote regular team and individual performance reviews, encouraging two-way open feedback and development plans.
• Design organizational structures that optimize spans and layers, and the related cost, in line with OUP best practice guidelines.
• Coordinate all input from the business to feed into Technology roadmaps, working with appropriate colleagues in Global Technology and ensuring ongoing high levels of technology support services.
Specific Areas:
Supply Chain
• Manage the relationship with 3PL warehouse and other providers, balancing cost and service levels.
• Key KPI to manage the cost of freight to the customer, maintaining that below 2% of annual sales
Manufacturing and Inventory
• Manage the Sales and Operational planning process, ensuring that adequate stock is available and that the cost of PPB is minimized. Additionally ensure the optimum utilization of Group approved suppliers and relationship management of preferred local supplier.
Customer Service
• Ensure customer needs are met through the effective and efficient processing of orders and the satisfactory resolution of issues. Drive costs down by seeking automation of repeatable task, using appropriate technologies.
RE&W
• Manage the portfolio of properties in India, ensuring that all Group and local compliance procedures are adhered to, while ensuring an appropriate working environment in line with the requirements of the India MD and SLT.
KNOWLEDGE AND EXPERIENCE:
Essential
• Skilled communicator and excellent stakeholder management, ability to
work and influence at C-suite level.
• Works strategically to realize organizational goals and develops compelling visions for
the future.
• Works with a high degree of integrity.
• Has a record of accomplishment of success, keeping to commitments, credibility, and a trusted advisor.
• Ability to work across multiple initiatives with strong delegation and empowerment
skills.
• High emotional quotient and self-knowledge; seeks feedback and gains insights from mistakes; views failures and challenges as learning opportunities
• Solutions-focused, maintains clear sight of longer-term outcomes to drive shorter-term outputs.
• Strong understanding of technology delivery methodologies and operations outcomes
Skills & Knowledge
• Strong Commercial/Financial acumen.
• Working knowledge in both Operations and Technology disciplines.
• Senior commercially aware leader capable of ensuring alignment between Commercial “market” teams and the Technology and Operations teams and experienced in translating business strategic priorities into globally aligned IT & Ops deliverables effectively.
• Skilled at operating in a matrix environment with multiple stakeholders
• Proven track record in driving operational execution
• Experienced in managing budgets
• Program Management Expertise
• Knowledge of operational processes and frameworks such as ITIL
Previous Experience
• Leading cross-functional teams in a global environment with multiple executive stakeholders.
• Strategy planning, enterprise portfolio development and management.
• Shaping, advising on, and realizing benefits of global transformation programs.
• A proven ability to deliver business benefits through projects/ programs and a strong
track record of embedding change in an effective manner
• Experienced delivery, tracking and reporting to senior executives’ complex delivery portfolio.
Education & Qualifications
Graduation or 12+3 level degree; alternatively demonstrate equivalent qualification by experience
