Salary: £32,000 - £35,000 About us At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience, from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment. The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly. If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far. The role As an Operations Process & Policy SME at Halfords, you’ll play a pivotal role in making sure new processes, policies and propositions are delivered seamlessly into our business. Working closely with the Operations Change Manager, you’ll build end-to-end customer and colleague journey maps, spot gaps or risks, and ensure the right fixes and plans are in place before launch. From retail processes to group-wide services, you’ll be the subject matter expert who helps set our colleagues up for success and ensures changes land right first time. You’ll bring hands-on experience from a senior retail environment and a deep understanding of how Halfords stores operate day to day. Whether it’s identifying the tools, training or process changes needed, or engaging with stakeholders across a variety of business areas, you’ll be the one who ensures every operational detail is considered. You’ll also contribute to launch materials like colleague guides and job cards, helping to translate business change into clear, usable processes that work in the real world. Strong written communication, stakeholder engagement and problem-solving skills are essential, as is the ability to work at pace and adapt to change. This is a fantastic opportunity to step out of store operations and into a central role that impacts the whole business. Part of a high-performing team with a great reputation, you’ll work alongside retail and central operations directors, influence nationwide change, and see the impact of your work in stores up and down the country. If you’re ready to bring your operational expertise into a role with real reach, this could be the step you’re looking for. Key responsibilities Build end-to-end colleague and customer journey maps for all new or changing processes, policies or propositions across Retail. Identify gaps in skills, processes, tools, KPIs or systems, recommending solutions to ensure right first-time delivery. Work with stakeholders and customer-facing teams to support operational readiness ahead of launch. Develop operational change documentation, progress updates and launch collateral including colleague guides and job cards. Collaborate with the Deployment, Capability, Training and Development teams to ensure colleagues are fully supported and trained ahead of go live. Support incident management by identifying and implementing process change requirements. Hand over completed proposition and process changes to the Operational Implementation team for consistent delivery in stores. Champion Halfords values and behaviours, working at pace and adapting to changing priorities. About you Strong operational experience gained in a retail environment, ideally at a management level or within a central operations team. In-depth knowledge of Halfords propositions, processes and policies, with the ability to understand and explain their operational impact. Proven ability to identify challenges in customer and colleague journeys and recommend practical, effective fixes. Confident communicator with excellent written and verbal skills, able to engage and influence stakeholders at all levels. Highly organised and detail-oriented, comfortable working at pace and adapting quickly to change. Strong problem-solving skills with the ability to take ownership and deliver right-first-time solutions. Proficient in Microsoft Office tools, with an eye for producing clear and professional documentation. Reward & benefits A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave. Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations. We offer hybrid working with a blend of working in our Support Centre and from home. You will have access to a wealth of employee discounts across the Halfords suite of products and services. Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords. Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family. This is a hybrid position where you will be required to work on-site for 2 days per week at our Support Centre in Redditch, Worcestershire. All travel and accommodation expenses will be reimbursed.