About The Role Motability Operations are currentlyrecruiting for a General Manager - Sales Operations to join ourteam in Bristol on a full-time, permanent basis. This is a keysenior commercial role, with overall responsibility for theoffice-based sales operation and the experience we deliver to ourdealer customers. You will join our VRM Wider Leadership team,working closely with Product, Marketing, Commercial and CustomerDevelopment Leaders to implement a strategy to grow and optimiseour dealer customer base to ensure the sustainable Remarketing ofall of Motability Operations Vehicles when they are returned at theend of the lease. Main Responsibilities You will be responsible fordeveloping and embedding our customer management and growthstrategy, whilst finding ways in which the sales operations can runmore efficiently and effectively as our Remarketing volumes grow.You will need to do this whilst monitoring and improving dealercustomer outcomes and maintaining our VRM Dealer CSI score.Leadership and Performance Management - Embed our customermanagement and growth strategy whilst leading a large multi-skilleddepartment of circa 30 people. - Responsible for the continuousimprovement and development of the Sales Operation implementing aPerformance Management framework that drives productivity andpositive dealer customer outcomes. - You will build and develop ahighly skilled and motivated department, setting clear objectives,holding teams to account and embedding a high-performance culture.- Inspire, nurture and motivate a commercially focused B2B CustomerDevelopment Team - hiring, developing, coaching and performancemanaging. Delivering positive customer outcomes - Work closely withthe Defleet Product Principal, National Sales Manager and thebroader VRM Wider Leadership Team to drive Dealer Customerimprovements and ensure that good Dealer Customer outcomes arecentral to all business decisions. - Represent the voice of theDealer Customer and strive to embed a customer-focused approach tothe way we operate. - Work in partnership with the VRM OperationsManager and National Sales Manager to deliver claims outcomes thatare fair, efficient and meet the commercial needs of the widerbusiness. - Work closely with the Customer Product Manager toensure our proposition stays ahead of the market and continues toevolve, along with building bespoke solutions for our largecustomers to ensure the sales operation is as effective aspossible. - Act as a point of escalation when needed for customers.Growth and New Business - Take ownership of the New BusinessProcess ensuring all application SLAs are met and that new dealercustomers have a smooth experience from prospect to engagedcustomer. - Support the National Sales Manager to deliver a growthstrategy that ensures we grow our dealer base to circa 4,000customers over the next few years. - Collaborate with the CustomerProduct Teams to re-imagine the sign-up process, reducing the timefrom sign up to first purchase as well as reducing the number ofapplications that don’t end up buying a vehicle. - Work with OEMsand the Dealer Partner Team to ensure the most effective way tosign up dealers and dealer groups up on mass. Efficiency, CostControl and Governance - As a cost centre owner, manage yourdepartmental budget to plan, whilst making efficiencies wherepossible. - Ensure the Trade Credit Team manage all dealer paymentsand credit allocations effectively and all governance andcompliance procedures are adhered to. - Collaborating with theNational Sales Manager, you’ll ensure all discretionary paymentsare appropriate and that the associated costs are managedeffectively. - Work with the Quality and Operational Excellencemanager to ensure the processes, systems and procedures thatsupport the sales operation create reductions in the sales to FTEratio, allowing the team to grow sustainability as our Remarketingvolumes grow. - Own dealer data from sign up to end of life,ensuring there are processes in place to maintain correct dealercontacts. About You - You’re a passionate, energetic and positiveleader with a history of building successful teams in a highperforming, high-growth environment. - You have experience ofmanaging managers in a fast-paced environment. - You have stronganalytical and strategic thinking abilities and take a data-ledapproach to decision-making. - You’re super organised and efficientwith an absolute focus on the customer. - To be a problem solverwho remains calm under pressure. - You will need excellentcommunication skills, with experience of communicating withinternal and external stakeholders at all levels. - You’re a highlymotivated person with experience of creating and delivering aperformance management framework. - You can operate seamlesslybetween commercial requirements, customer experience deliverablesand strategic priorities. - You embrace change and you’re motivatedby exploring ways of delivering value and impact across thebusiness. - You love working in a collaborative, team-oriented,cross-functional and co-operative environment, where you can useyour good judgement and critical thinking to meet any challenge. -You are a strong advocate of equity, inclusion and diversity. - Youlove building and developing teams of highly effective andempowered people. Minimum criteria: - Extensive experience managinglarge telephone-based teams in a high growth environment, ideallyin automotive. - You are an experienced people manager with aproven track record of developing and supporting your colleaguesthrough the implementation of Performance Management frameworks. -Extensive experience of fostering high performing teams, proven byoutcomes. - Substantial customer relationship managementexperience. - Demonstrable experience of operating seamlesslybetween commercial requirements, customer experience deliverablesand strategic priorities. - Demonstrable experience of using dataand insight to drive better customer and commercial outcomes. AboutThe Company Motability Operations is a unique organisation,virtually one of a kind. We combine a strong sense of purpose witha real commercial edge to ensure we provide the best possibleworry-free mobility solutions to over 700,000 customers and theirfamilies across the UK. Customers exchange their higher ratemobility allowance to lease a range of affordable vehicles (cars,wheelchair accessible vehicles, scooters, and powered wheelchairs)with insurance, maintenance and breakdown assistance included. Weare the largest car fleet operator in the UK and work with anetwork of around 5,000 car dealers and all the majormanufacturers. We pride ourselves on delivering outstandingcustomer service, achieving an independently verified customersatisfaction rating of 9.8 out of 10. Our values are at the heartof everything we do. They represent ambition, and we look for ourpeople to live and breathe them every day: - We find solutions - Wedrive change - We care We operate hybrid working across theorganisation where we split our time between working on-site at ouroffices, and at home, remotely within the UK. We believe hybridworking achieves a good work/life balance for our colleagues,allowing us to connect with each other, collaborate on importantwork, and perform together to deliver for our customers. As aMotability Operations team member, you can expect: - An annualdiscretionary bonus - 15% non-contributory pension (9%non-contributory pension during probation period) - Life assuranceat 4 times your basic salary to give you peace of mind that yourloved ones will receive some financial help - Employee DiscountScheme with a huge number of retailers and an app to save on the go- Discounted Electric/Hybrid Car Salary Sacrifice Scheme - Accessto the Cycle to Work Scheme (we have showers, changing rooms andsecure bike sheds on site) As well as financial benefits, ourstaff's health and well-being are very important to us, so we alsooffer: - 28 days annual leave with option to purchase and sell days- Funded Private Medical Insurance cover - Critical illnessinsurance - Free access to healthcare apps, such as Peppy, Unmind,Aviva Digital GP - Funded health screening for over 50s - 1 day peryear to volunteer – Staff can support a local charity or do asponsored event whilst being paid for it - Access to our fullyaccessible company allotment – Where we grow our own produce forlocal charitable organisations - Access to Prayer room and quietspaces whilst working in the office We also understand that noteveryone is the same so offer several voluntary benefits that youcan select outside the core package, these include: - DentalInsurance - Health and cancer screenings for you and your partner -Discounted gym memberships - Charitable giving At MotabilityOperations, we believe in building a diverse workforce, where ourpeople are empowered to attend work as their true selves, and weencourage people from all backgrounds to apply. We want to sustaina culture that nurtures, where employees are free to flourish andwhere they’re rewarded equally, regardless of race, nationality orethnic origin, sexual orientation, age, disability, or gender. Wepride ourselves on being an inclusive employer and as such, all ouroffices provide first rate disability access. With our hybridworking environment, we do our best to accommodate part-time andflexible working requests where possible, building on our cultureof trust, empowerment, and flexibility. Please note, MotabilityOperations reserves the right to bring forward the closing date ofany of its job vacancies if we receive a suitable number of qualityapplications from which to make a shortlist. Therefore, werecommend that you apply as soon as possible rather than wait untilthe published closing date. #J-18808-Ljbffr
