ABOUT US - MORE THAN MEETS THE EYE Operations Delivery Manager Pawnbroking may not be at the top of everyones list for their next career move. But, perceptions can be deceiving and theres a lot more to us than meets the eye. Weve been around for a long time (over 125 years) and have built a reputation as a community based financial services provider. In fact, we are the largest pawnbroker in the UK. Were also a major high street retailer with a presence in over 270 high streets and are growing our e-commerce and social commerce focus. We offer exciting challenges and the ability to build your career in a supportive environment that encourages growth and embraces diverse thinking. JOB PURPOSE: The Delivery Manager is responsible for the day-to-day operations of the Jewellery Distribution Centre, ensuring efficiency, productivity, and high performance across all operational departments. This role aligns operational goals with strategic priorities, streamlines workflows, and enhances cross-functional collaboration. Working closely with managers, the Delivery Manager leads and coordinates teams to ensure alignment on goals, timelines, and deliverables. They embed new processes effectively and foster a culture of engagement, accountability, and continuous development in line with H&Ts values. As a champion of change and continuous improvement, the Delivery Manager drives operational excellence while ensuring full compliance with relevant regulations and standards. Key Responsibilities Leadership & People Define and deliver strategic goals in collaboration with stakeholders to drive performance and growth. Challenge the status quo with curiosity and innovation, empowering managers and holding them accountable. Lead, coach, and motivate managers to achieve personal development and operational excellence. Foster a culture of transparency, trust, and open communication through regular feedback and engagement. Act as a role model for solution-focused, action-oriented leadership. Develop and maintain a people strategy for the centre, including succession planning and talent development. Build a high-performing, collaborative team culture focused on achieving shared goals. Operational Excellence Set and uphold clear expectations for operational standards across the centre. Collaborate with subject matter experts to ensure regulatory and compliance requirements are understood and implemented. Ensure full adherence to company policies and procedures to protect colleagues, customers, visitors, and property. Design and implement an agile operational strategy that supports business goals and adapts to change. Hold managers accountable for consistent delivery of policies, procedures, and tactical plans, while encouraging innovation within a governance framework. Work closely with the Planning, Process, and Production Manager to analyse data and prioritise opportunities based on insights. Use data to inform decisions, take action, and drive progress toward centre objectives. Encourage team contributions in meetings to ensure well-rounded, effective outcomes. Lead the planning and implementation of new initiatives, championing continuous improvement and change. Essential Requirements Proven experience in leading and managing multi-faceted teams to deliver high performance. Ability to demonstrate a curious and inquisitive mindset, always seeking to improve. Strong organisational and leadership skills, with the ability to manage complexity. Excellent communication skills, both written and verbal, with the ability to influence and engage. Solid understanding of performance evaluation metrics and their effective application. Sound knowledge of operational optimisation and success measurements. Proven ability to adapt to change and lead the planning and delivery of process or project improvements. Strong problem-solving skills and the ability to make commercially sound decisions. Note: The official internal title for this position is Delivery Manager, though externally advertised as Operations Delivery Manager to reflect broader responsibilities. This is a permanent, full time opportunity based from our Support Centre in Rochester, Kent. WE CELEBRATE YOU! We believe its the uniqueness of our people which sets us apart. We celebrate that our teams are made up of colleagues from all cultures, backgrounds and walks of life. We welcome diverse experiences. We have an open mind to everything we do and value people who think differently and embrace change.