Intertek - Regional Operations Manager

Based in Brentwood, Essex, this role will oversee the smooth operations of all the Customer Service Centre (CSC) teams across EMEA. This team liaises with government officials, customs, customers to have all in order and of good quality before the import/export of goods. This role will ensure clear goals, equal and high-quality standards and communication across all. To lead on any escalations and ensure that we meet compliance and governmental standards. Lead on any operational improvements and smooth workflow between relevant teams. This role will be required to travel to our offices, and from time to time outside of EMEA.

The role will also involve:

  • Meeting and submitting metrics linked to performance: daily, weekly, monthly

  • Analise Key Client accounts requirements and SLA’s. Making recommendations to improve services and maintain client. Execution of the above.

  • Identify short comings in the operational processes to improve efficiencies. Ensuring accuracy and be compliant and in line with Group as well as Client Government requirements

  • Actively reviewing daily data from the Companies bespoke Operating system, by office, by contract, by Customer Service Executive (CSE) and by customer to understand the status of the work and actively managing worklists to ensure contractual obligations are met

  • Providing daily data and status of specific programmes and information to in Country offices that are responsible for feedback to the Client Governments as well as Global Key accounts. Run workshops for operational staff in the Regional Operating Centre (ROC) in Manila, Philippines and CSC’s on processes and contract specific requirements. Interpreting data and KPI’s.

  • Managing communications between Operational teams, ROC and Intertek Government Office (IGO)

  • Resolving escalations and helping Operational teams solve complex issues

  • Supporting development of Operations team: training, coaching, goal setting, leading them

  • Designing and delivering the comms strategy for Operations

  • Accountable for P&L of Operations

  • Meeting KPIs set by Intertek

  • Abiding by Intertek and GTS Policy and Procedures

  • Ensuring self and team meet all mandatory training required by role and company

  • Delivering on other duties assigned time to time by Commercial Director

  • Leading the team through Audits

  • Ensuring team meet standards set by governing and auditing bodies

  • Building and maintaining key relationships with:

  • Commercial Director

  • Technical teams

  • Operational teams

  • Supporting Functions: Finance, HR

  • Managing a team:

  • Drive performance through setting clear performance expectations

  • Ensure all staff have a personal development plan and clear goals aligned to role and Intertek

  • Maintain regular communications with team, including one to ones, team meetings with regular feedback

  • Set a high performance culture

  • Take charge in releasing potential of the team

Additional information

Based in Brentwood, Essex, a 15-minute walk from Brentwood Station. We also have car parking facilities. The prospective candidate should be willing to travel on international assignments regularly.

This is a permanent full-time position offering:

  • a salary of between £45,000 - £50,000 depending on experience

  • 23 days holiday + bank holidays

  • Wellness Package: EAP, Digital GP, wellness app

ABOUT YOU

Required skills and experience

  • Good IT literacy skills

  • Strong written and spoken communication skills

  • Diligent and organised

  • Experience of managing teams across various countries

  • Experience of manging a large portfolio of clients

  • Strong experience in dealing with government and trade services

  • Understanding of the import and export standards

  • Conscious of cultural nuances in the different locations

  • Fluent in English, second European language is an advantage

Personal qualities

  • Commercial acumen

  • Fosters integrity and honesty

  • Promotes company values to others and supports values in daily activities and decisions, whilst incorporating company vision when planning

  • Results driven to focus contribution on activities which meet company goals and deliver the greatest value

  • Strategic foresight to predict and plan for the future

  • Result orientated to ensure our people, customers and strategy are aligned

  • Ability to demonstrate exceptional customer service

  • Encourage teamwork (promote operational synergies and alignment) to support each other, our customers and grow together

  • Confident communicator (written/ oral) and able to build rapport, quickly and effectively

  • Sets a high-performance culture

  • Makes timely and sound decisions based on analysis of the information presented

  • Ensure compliance to company, industry and regulatory standards

  • Highly organised with strong attention to detail

  • Demonstrates flexibility and resilience in order to meet the demands of the role

HOW TO APPLY

Please provide a CV, Covering Letter (outlining your suitability for the role) and Salary Expectations to mailto:richard.j.cox@intertek.com. All candidates will be required to confirm eligibility to work in the UK before starting employment.

ABOUT US

Intertek is a leading Total Quality Assurance provider to industries worldwide. Our network of more than 1,000 laboratories and offices and over 44,000 people in more than 100 countries, delivers innovative and bespoke Assurance, Testing, Inspection and Certification solutions for our customers’ operations and supply chains.

Intertek Government and Trade Services supports Governments, Customs Authorities and National Standards Organisations, by ensuring imported goods comply with international safety and quality standards.

They help Governments worldwide to protect their citizens and their environment by preventing sub- standard products entering their countries. Their Programmes also help to protect import duty which is vital for investment into these economies. Intertek teams work daily with exporters and importers to ensure that they comply fully with these programme requirements, aiding smooth customs clearance and supporting