Regional Operations Manager

Our Client a leading technical specialist distributor of industrial maintenance, repair and overhaul (MRO) products and services are looking to attract a Regional Operations Manager for their business in Northern Ireland covering customer sites in Tyrone, Derry, Down and Cavan. The successful candidate will be responsible for the deliverables of customer contractual commitments for all Customer Sites whilst continuously building and maintaining a strong working relationships with its key stakeholders. The ROM will focus on delivering customer service excellence and manage the sign-off of cost saving initiatives and maintain up to date customer KPI reports in line with contract and customer expectations.

Key Responsibilities:

• Maintaining strategic direction and leadership of relevant account portfolio to drive profitable growth that aligns to the corporate strategy
• Responsible for all aspects of customer relationship and account development, commercial management and cost saving initiatives for accounts of high complexity and/or scale
• Develop, maintain, articulate, communicate and execute strategic customer plans and, where appropriate, industry sector/segment plans to achieve profitable growth
• Understanding of the available spend on a site by site basis through driving regular leakage reporting on a site level
• Preparation and submission of spend forecasts and trends for each customer
• Handling and resolution of customer escalations
• Coordination, preparing and presenting at all customer review meetings – monthly, quarterly, annually
• Developing and coordination site specific action plans around business consolidation
• Driving operational cost savings initiatives and ensuring close out of any agreed actions in a timely manner with internal/external stakeholders
• Updating of monthly scorecards and site KPIs
• Monthly attendance at ROM meeting, presenting to senior leadership around business performance and contract risk
• Support the New Business acquisition process when required and proactively work in collaboration to provide sector insights
• Put in place a suite of improvement plans and strategic business objectives to address performance opportunities in quality, service, efficiency, costs and people measures.
• Ensure contract delivery of products, services and key performance indicators.
• Integrate with teams to ensure forward planning of projects and initiatives to ensure sales, profit and customer cost savings initiatives to ensure contract retention.
• Work closely with key customers to ensure there is an understanding of their industrial supply needs and procurement systems and process to ensure new Insites are implemented successfully – against the agreed milestones.
• Development and delivery of sales and profit budgets and forecasts
• Be responsible and accountable for the budget management at P&L level and ensure effective use of resources.
• Utilise business reporting tools, P&Ls, standard reports, K8, to ensure detailed analysis of trends for forecasting, business development and service improvement purposes.
• Be responsible and accountable for Insite team management and ensure performance is effective.
• Proactive and productive relationships, both internally and externally, is of paramount importance, as is the development of effective and proactive relationships with senior customer stakeholders and contacts across procurement, engineering and maintenance functions.

Key Requirements:

• A dynamic, innovative and results orientated Operations Manager with experience in an industrial, technical or engineering environment.
• Knowledge of industrial products and services is essential (MRO)
• Structured and organised – with appropriate level to planning and detail, and ability to quickly drive to the root cause of problems and help generate solutions/recovery.
• Confident operating in both the detail of processes and in managing senior customer and supplier relationships.
• A passion to engage teams to deliver service excellence and business results.
• A drive to continuously look for improvement opportunities, and to make things work better.
• New business planning, development and implementation to demanding customer requirements.
• Extensive customer relationship management experience and a strong customer service ethos.
• Demonstrate knowledge and experience of ‘profit engineering’ contracts and services.
• Exceptional communication and interpersonal skills and an ability to engage with stakeholders across a business.

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