Oyster Team Manager In Harrods Fine Watches, leadership means guiding exceptional talent to deliver flawless craftsmanship. In our state-of-the-art Service Centre, your expertise will ensure every Rolex timepiece is serviced to the highest possible standard. Reporting to the Watchmaking and Workshop Manager, the Oyster Team Manager will lead a team of Polishers, Oyster Technicians, Estimators, and Quality Controllers, overseeing the smooth flow of timepieces through the workshop and ensuring every stage meets Rolex’s exacting standards for quality, lead time, and cost. About the Role In this role, you will combine technical expertise with people leadership to manage the full servicing journey for each watch. You’ll be the first point of contact for escalations, monitor productivity, and work closely with the Watchmaking and Workshop Manager to develop processes, reduce quality failures, and maintain exceptional results. In addition to this, you will be responsible for the following: Overseeing diagnosis and estimation creation for all timepieces entering the workshop, ensuring estimations are uploaded within SLA Managing the Quality Control team to ensure consistency and handle escalations before returning work to Watchmakers Overseeing casing up and waterproof testing, acting as the escalation point for any issues Maintaining accurate records of Quality Control failures and implementing plans for improvement Being the first point of contact for queries from the Polishing team and Estimators Ensuring all departmental paperwork and testing documentation is accurately completed Monitoring and reviewing productivity within the workshop, supporting the development of processes, projects, and service delivery This role is fully on site, working 5 out of the 7 days a week. Please see our Hybrid@Harrods policy on our Career Site for more information or speak to a member of our Talent Acquisition team if you have any questions regarding the requirements for this role. About You You will be a confident leader with a strong technical grounding in Rolex servicing standards and the ability to inspire high performance across multiple teams. You will be a skilled leader with strong technical understanding of Rolex servicing standards, capable of balancing operational oversight with team development. You will also: Hold Rolex Level 20 Accreditation (minimum) with basic mechanical watch movement knowledge Have excellent communication skills with strong attention to detail and organisation Bring proven people management skills, with the ability to coach, develop, and motivate a diverse team Be self-motivated, adaptable, and collaborative, with an understanding of luxury customer expectations Possess the resilience and problem-solving skills to thrive in a fast-paced, high-standards environment About Us Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences. Our Promise to You Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. Uniquely You At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional. If you want to know more about life at Harrods, search TogetherHarrods on LinkedIn, or follow us on Instagram @togetherharrods. Additional Information: Time Type: Permanent Department: Fine Watches, Fine Jewellery & Luxury Jewellery Retail (Charlotte Hilling)