Lead Operations Specialist, Direct Delivery - Southampton

You will be responsible for leading your delivery centre to be operationally prepared with vendor operations and stakeholder education, whilst ensuring compliance with all internal processes and driving continuous improvement initiatives to enhance efficiency, reduce spend and enhance customer satisfaction.

• Provide operational support and direction to a team of Advisors, in relation to direct deliveries, ensuring they have the necessary skills and resources to execute sales and delivery processes effectively.
• Primary stakeholder of the day-to-day operations of all direct deliveries from the delivery centre directly to the customer, for vendors and internal stakeholders.
• Ensuring strict adherence of vendors and internal stakeholder operations for smooth running of diary management.
• Utilising and analysing reports provided by the central operations team to identify trends and areas for enhancement of vendor operations within SLAs to enhance customer experience.
• Identifying improvements needed to reporting dashboards in relation to direct deliveries for operational efficiencies and to enhance visibility.
• Collaborating with Central Operations Coordinators and Supervisor to enhance the visibility of day-to day operations and report vendor operational irregularities.
• Overseeing the scheduling movements of vehicles within your region and reporting any inconsistencies.
• Answering queries from Advisors in a timely manner to support with delivery KPIs.
• Direct support to minimise dwell and increase yield for your delivery centre.
• Support Advisors with complex customer queries, directly relating to direct deliveries.
• Maintain an in-depth understanding of B2B and B2C customer journeys.
• Collaborating seamlessly with cross-functional departments including Sales, Service, Delivery, Central Operations and Third-Party Vendors.
• Supporting the development of streamlined processes to proactively prevent an increase in regional spend on vehicle movements.
• Implementing strategic initiatives aimed at proactively minimising revenue recognition.
• Providing invaluable guidance and conducting targeted training sessions across the regional sites to foster a culture of compliance of agreed SLAs and best practices.
• You will be proficient in Tesla systems, including Ziplabs and Vendor Portals including, but not limited to Cyfe and AutoVisor.
• Ensure all Advisors in your region have the tools and knowledge to self-serve with the direct operations customer journey.

As a Lead Operations Specialist, you will be expected to demonstrate the following competencies:

• Process Efficiency
• Organisational Skills
• Equilibrium
• Delegation Skills
• Learning Agility
• Proven track record of success in stakeholder management within an operations environment.
• Experience in managing and optimising day-to-day operations in a fast-paced environment.
• Ability to effectively handle multiple priorities, organise workload in a time efficient manner and meet deadlines.
• Excellent communication and interpersonal skills, with the ability to communicate cross-functionally.
• Strong problem-solving and analytical skills, with a proven ability to identify and resolve issues.
• Ability to thrive in a team-based environment and achieve common measures of excellence.
• Good knowledge in MS Office Suite, including Excel, Word, and PowerPoint.
• High level of self-motivation
• Flexible with operational change
• Willing to work flexible hours including weekends and bank holidays.
• Current UK driving licence for 2 years plus.