Operations Manager

Purpose of the role
Managing customer contracts from point of stock receipt through to dispatch of their retail, wholesale and web orders.


What you do:

• Communicating directly with the customers on all points relating to the processes and costs of operating their contracts.
• Management of the direct staff resources working on the contract(s) to ensure labour costs are within budgeted targets.
• Ensuring that the agreed customer KPIs (key performance indicators) and SLA (service level agreements) are within the budgeted targets across all activities.
• Ensuring all customer service reports are issued on time and be able to introduce and implement any new customer initiatives.
• Maintaining appropriate customer contact with senior customer representatives.
• Training of staff and managers to ensure that everyone is performing adequately in their role.
• Implementation of any new policies and procedures.
• Playing an active part in the site management team including assisting other contracts when required.

• Show up and do your best every day.
• Champion Torque. Approach work with excitement and curiosity, motivating others simultaneously. Keep up to date with industry innovations and opportunities. Use your knowledge to suggest changes that maximise revenue or improve processes
• Develop a safety culture within the operation, ensuring the highest standards of safety are met at all times.
• Create an environment of trust. Have difficult conversations when necessary and proactively ensure alignment with Torque Policies.
• Responsibly act when others will not. Focus on where you add value and trust others to do the same.
• Inspire confidence – use a creative approach to problem solving and to thinking ’outside the box’.
• Embrace change and new ideas. You see adversity as a chance to grow and help your team accept and meet change positively.
• Plan effectively for the team''s strengths. Proactively manage team performance by conducting meaningful performance reviews, career development conversations and training and document appropriately.
• Approach work with energy, commitment, and diligence. Always look for ways to reduce cost, waste, and have a positive environmental impact with the ability to work under pressure
• Understand the importance of constructive criticism and receive it openly. Understand how your words and actions may impact others, learn new ways to effectively communicate and make people feel valued developing and maintaining positive internal and external relationships at all levels.