Operations Manager

OPERATIONS MANAGER

REPORTING TO: Head of Performance and Operations

STAFF REPORTING TO THE JOBHOLDER: General Managers

Gemini ARC are offering an exciting opportunity to join our expanding and already established Operations Team.

The role entails overseeing the UK Repair Network from an operational perspective, collaborating with other Operations Managers nationally, while being regionally focused to ensure concentrated attention on selected primary sites. It requires close coordination with both current Site Managers and business leaders to achieve key objectives.

Focus will be on internal performance targets in line with our key insurance partners and the successful delivery of the IRP, and overall profitability and efficiency across the group.

A vital part of the role will be people and continuous improvement, working within our Operations Team to establish an operating and performance model that meets our customers’ needs and delivers on our strategic growth plans.

We’re looking for a solutions-focussed strategic thinker, who can bring their significant experience in the accident repair/ motor industry, operations, and people leadership, to create a best-in-class operations function with continuous improvement at its core.

MAIN PURPOSE OF ROLE:

Gemini ARC’s performance is centred around customer satisfaction, following the IRP, achieving KPI’s and targets that we must meet for the development of our relationship with our Key Insurance Partners.

Reporting into our Head of Performance & Operations, this role will involve reviewing and promoting the customer strategy, overseeing operational requirements in the network and the all-important ‘here and now’.

The successful candidate will need to focus on developing relationships across the group to drive the operational needs for ‘Throughput, Performance and Financial expectations’ in each of the Gemini locations.

RESPONSIBILITIES:

• Work with our Operations Analysis team to identify areas of focus in our sites.
• Oversee activities at site level ensuring that all work is undertaken in a timely manner, focusing on the business requirement for daily throughput.
• Work with sites requiring special dedicated focus on coming back in line with business targets until a period where alignment has been achieved.
• Support Site Managers across the UK on a day-to-day basis.
• On hand to offer support on customer-related issues to maintain our high level of customer satisfaction.
• Developing and working with HR, Support Teams, and our Site Managers, to promote ‘Best Practices and Working Together’ through means of weekly structured performance and team calls. 

THE ROLE: OBJECTIVES  

• Profitability/ Production

Always look to maximise the profitability and reputation of the business. Working closely with the Site Managers to ensure the achievement of site monthly production targets and ensure profitability is achieved by controlling the cost of sale. You must appoint the ‘repair instead of replace’ approach to your staff and oversee the utilisation of green parts and non-OE parts as per our customers’ contracts.

• K2K

Oversee activities at the site level, ensuring that all work is undertaken promptly, focusing on the business requirement for daily throughput. Ensure genuine achievement of K2K targets for your sites. Pushing for your sites to maintain under 7-day K2K and be consistent with this and an additional focus on 1–2-day repairs.

• CSI/NPS

On hand to offer support on customer-related issues to maintain our high level of customer satisfaction. To ensure NPS/CSI levels, you should always promote high CSI/NPS scores. Ensure your sites focus on customer communication and aims to avoid customer complaints.

Monitor reviews and general feedback on your sites.

• Staffing

For the sites that fall under your domain, you will be responsible for staffing and achieving headcount at your sites.  You must work with your Site Managers to ensure the full headcount is in operation at your sites and that there is a focus on staff training, qualifications, and recruitment to comply with BS10125. Working alongside other Operations Team members and HR to ensure required staffing levels, so that the business can run at optimum efficiency.

• Health & Safety

Ensure there is a PPE focus, where corrective PPE is worn by yourself and all staff at the sites you oversee. Ensure your staff understand the importance of H&S policies being adhered to throughout. Examples are maintaining and servicing equipment, and ensuring equipment is serviced in line with schedules.

• Compliance

Work with the support team and compliance personnel to maintain the highest standard throughout the business and in line with the requirements of BS10125. Ensure all company working policies and working methods are adhered to, so that the sites operate in line

with our expectations. Examples include IRP, security policy, and vehicle repair methods.

REQUIREMENTS

The ideal candidate will have:

• At least 5 years’ experience in a similar role.
• Good communication skills.
• A passion for the automotive industry.
• A good understanding of insurer partnerships.
• Must have a strong working knowledge of the business and must demonstrate a sound understanding of the technical issues.

OTHER

Work Location – Hybrid – Head Office, home and site locations as and when.

Working Hours – Monday to Friday, 8am-5pm