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Full-time
Operations Manager Job at EBC
EBC
Job Description
Run the daily and weekly operational rhythm across Customer Experience and Inventory & Logistics ensuring reports are submitted, meetings happen, and agreed actions are followed through
Monitor operational performance against agreed KPIs and address underperformance directly with the relevant team lead before it escalates
Ensure the ERP system is being used correctly across all departments sales orders raised, CRM updated, inventory accurate, help desk active. Where it is not, fix it
Duties, Roles and Responsibilities
- Day-to-Day Operations
- Run the daily and weekly operational rhythm across Customer Experience and Inventory & Logistics ensuring reports are submitted, meetings happen, and agreed actions are followed through
- Own the weekly team leads meeting agenda, chair, minutes, and follow-up on every open item
- Monitor operational performance against agreed KPIs and address underperformance directly with the relevant team lead before it escalates
- Ensure the ERP system is being used correctly across all departments sales orders raised, CRM updated, inventory accurate, help desk active. Where it is not, fix it
- Manage the handoff points between departments inventory to sales, sales to billing, billing to dispatch and eliminate gaps in accountability
- People and Performance
- Hold team leads to their performance standards with consistency and confidence
- Run regular one-to-ones with direct reports and feed a clear picture of team performance back to the Managing Director weekly
- Identify development gaps in the team and work with leadership and coaching resources to address them
- Manage performance issues at team lead level document them, address them, and escalate when necessary
- Be the person the team can bring problems to with the expectation that problems come with a recommended solution, not just a complaint
- Multi-Entity Operations
- Support the operationalisation of a multi-entity corporate structure covering marketplace, logistics/fulfilment, and trading functions
- Ensure operating procedures are in place for each entity and that the team understands which processes sit where
- Work with Finance and Systems teams to ensure the ERP is configured correctly for the multi- company setup
- Serve as the operational point of contact for ERP vendor management on workflow and system configuration
- Process and Systems
- Audit and improve core operational processes order management, quality control intake, delivery, billing, and client communication ensuring they are documented, trained, and followed
- Identify where the system and the process are misaligned and drive the fix, not just the observation
- Oversee systems analysis work and ensure findings translate into operational improvements
- Build and maintain an operational dashboard that gives leadership a clear weekly picture without requiring ad hoc check-ins
- Controls and Success Metrics
- The Managing Director is not being pulled into operational decisions that should be handled at team lead level
- Every team lead submits their weekly report on time, every week, with a recommended solution next to every problem
- The ERP system reflects the real state of the business at all times inventory, orders, and client records are accurate
- When something goes wrong operationally, the Operations Manager knows about it before leadership does and has already started fixing it
- Team leads feel supported, held accountable, and clear on what is expected of them Multi-entity operations go live with minimal disruption to day-to-day trading
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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