Manager of Operations (Barcelona)
Empresa líder en la distribución de primeras marcas y solucione integrales en audio, iluminación y visual media
Outsourced Warehousing Management (3PL): Establish, implement and monitor KPI’s for service level, quality, cost and productivity.Perform weekly planning meetings with 3PL for proactive management.Liaise between 3PL and Sales / Customer Service to ensure any missed SLA’s likely to lead to a broken customer promise is able to be proactively managed through to resolution. Provide handling volume forecasts (inbound and outbound) to 3PL to ensure adequately resourced.Review monthly invoicing, ensuring 3PL costs are managed and controlled, including storage optimisation to minimise costs. Manage stock loss reconciliation against contractual terms. Review with 3PL the monthly Management report and perform a Quarterly Business Review (QBR) on-site to identify opportunities for improvement in service and hold 3PL to account. Perform regular inventory reconciliations between internal and external systems, utilising 3PL cycle count data and work with Finance, Audit partner and 3PL to limit need for detailed annual perpetual inventory (PI) count – whilst maintaining stock accuracy. In conjunction with the Midwich Group Head of European Operations, negotiate contract with 3PL provider and review retender or rolling contract. External Carriers: Manage relationship with external carriers, for service and quality – acting as the point of contact for issue resolution. Ensure carrier rates remain competitive for the business and carry out rate card reviews every two-years. Process improvement and optimisation: Be the lead Project Manager within the business, for new Local and Group led initiatives of operational or IT nature, working with multi-disciplinary teams and subject matter experts. Regularly review data and analytics to identify areas of opportunity for operational improvement, including driving growth and cost efficiencies. Lead efforts to streamline the operational process for enhanced effectiveness of the business. Define performance management KPI’s to monitor and measure operational success against objectives; Maximise efficiency and effectiveness through in depth process analysis; Develop a culture of continuous business (margin) improvement. Manage customer expectations to achieve a high-level of satisfaction. Continually review and enhance customer facing processes. Review and provide solutions to technical issues affecting customer service. Obtain (measurable) customer feedback on satisfaction. Compliance: Within the role of Operations Manager, take responsibility for Compliance within the business, to include: Health and Safety: Work with external provider for annual surveys, creating actions assigned to owners and perform regular follow-up.GDPR: In liaison with IT, ensure the business remains compliant to GDPR regulations. All other compliance matters, such as execution and management against Midwich Group policies (i.e. UK Anti-bribery and corruption). ERP and Internal reporting: Create management information system(s), extracting relevant data from the ERP in order to provide data for analytical review and management dashboards. Develop internal reports and queries in support of the business KPI’s. IT: Manage the IT Manager / internal development team for ERP and Web (maintenance and development), liaising with external IT providers as required. Manage first line support and user training. Manage (in liaison with Group IT) the IT infrastructure, roadmap and future needs of the business including telecommunications (telephone system, mobile devices etc).
Experience and Qualifications:
Ability to write and speak in English to a good level. Strong operational focus, preferably in a multi-unit environment (i.e. Retail). Demonstrated history holding positions of increasing responsibility and authority, with outstanding performance reviews. 4+ years of leadership experience with P&L responsibility. Demonstrated ability in process mapping and process improvement techniques, including dealing with data and use of analytical tools. Excellent communication and interpersonal skills. Customer orientated. Strong evidence of people management success, within all backgrounds.Passion for team leadership. Demonstrated ability to take ownership to see a task through and strong work ethic. Project Management experience, within a matrix structure.
Bachelor’s Degree. Recognised certification in a process improvement methodology i.e. Lean, Six Sigma.
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