Purpose
The Delivery Operations Manager reports into the Installation Operations Director and is responsible for the full financial delivery of significant budget, ensuring safe, reliable, high-quality, and profitable execution of the delivery projects within the portfolio, leading to customer satisfaction and fulfilment of KONE business objectives. Actively manages performance in terms of progress against schedule, planning accuracy, productivity, safety, and quality performance. Ensures appropriate use of KONE installation methods and KONE Way operations management practices. You will be responsible for managing a team of nine, ensuring competence and optimized deployment/allocation of the resources.
This role will manage our National Escalators.
Responsibilities and Key Activities
Safety and Quality
* Proactively drives outstanding performance in Safety and Quality in Delivery Operations.
* Responsible for driving a culture of Safety and Quality throughout the organization.
Customers
* Establishes and promotes service-minded culture and outside-in thinking in Delivery Operations.
* Captures and feeds Voice of Customer throughout Delivery Operations.
* Ensures customer-centricity in all projects by understanding and serving customer needs and initiative-taking communication throughout the project (i.e., transparency, flexibility, and dependability).
* Manages customer relationships, including disputes and escalations, and tracks NPI and transactional survey.
* Conducts regular customer visits as and when needed.
Leadership and People Development
* Leads, evaluates, and develops the operations team from Project Managers, Construction Managers, and engineers to achieve the established budget, safety, quality, and customer satisfaction goals. Identify and address competence development needs for project management and installation.
* Performs site and process audits within team to ensure compliance with installation methods, safety policies and KONE way/local processes.
Installation
* Drives efficient, safe, and high-quality installation operations in line with KONE methods.
Project management
* Ensures that KONE adds value to customers’ projects with seamless and reliable project delivery.
* Drives profitable, reliable, and efficient project management practices in line with KONE methods.
* Ensure accuracy of schedule, revenue, and cost planning as per front line policy.
* Drives proactive identification and execution of value-add service and change order opportunities.
* Manages and develops required project management competences.
Delivery Operations Management
* Organizes and operates regular portfolio and operational reviews (traction control) to manage project and installation performance.
* Maintains and communicates order book status, resource needs and installation capacity as part of the Sales and Operations planning process.
* Ensures that both KONE and subcontracted installers are trained, certified, competent, and capable to conduct their work.
* Is responsible for making sure that the safety and quality audits are carried out.
Business performance
* Accountable for financial and customer performance of projects within their region.
* Actively monitors and reports project and installation performance, ensures action on deviations.
* Ensure effective deployment and benefit realization of KONE Way and local initiatives.
* Provide input and feedback about changes needed to KONE Way.
Key Experiences & Skills
* Industry knowledge is desirable.
* Safety and quality management.
* Proven team management experience.
* Customer relationship management.
* Stakeholder management.
* Project management both large and small projects.
* Forecasting and capacity planning.
* Managing performance and financials.
* Understanding of relevant laws, standards, norms, and other requirements.
* General contractual understanding.
* Construction industry and building system knowledge.
* Change management and training skills.
* Subcontractor management.
* Good communication in both written and spoken English.
* Collaborative team player.
* Microsoft Project.
* CSCS Card is essential.
* SMSTS qualification is essential.
What KONE can offer:
We offer a competitive salary, 25 days holiday and additional Bank Holidays, 1 paid Volunteering Day, Company Pension Scheme, Bonus, Car/Car Allowance, Private Medical Insurance, PDI, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the industry, Kone Discounts, 24/7 GP Support & Wellbeing Access, Hybrid Working.
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on www.kone.com/careers
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