Reporting to the Central Operations Director, the Head of Core Operations is responsible for the development, provision, interpretations and professional advice in relation to workforce planning tools and information to support effective decision making and enabling the right people, right place, right time, right skills supporting delivery of the workforce plan for Boots stores and Customer Support Centre
The role will be strategic in driving the central operations platform that maximizes contribution to the profitability and development of the business driving efficiencies and controlling costs whilst still delivering the required customer experience.
Supporting the Director of Central Operations in identifying opportunities to increase efficiency enterprise wide and in developing an Workforce planning model that supports growth and ensures key financial targets are achieved.
Key areas of strategic responsibility sit in the creation of a sustainable workforce strategy including pharmacist deployment, effective workload planning for both Boots stores and Customer support centre alongside delivering exceptional store and field communications. Whilst role modelling and bringing to life the company vision and purpose, this role will focus on ensuring delivery of colleague and customer centric best in class processes and practices across each of these key areas.
Inspirational and leading-edge leadership will ensure colleagues and leaders are engaged and work collaboratively across the business.
Responsibilities
- Develop and deliver a workforce planning strategy that creates value for Boots through a programme of work that improves productivity; identifies and makes efficiencies in the operations of stores, and delivers on the profit ambition.
- Business owner of the Store workforce Planning Tool, ensuring that Store and Field leaders are able to plan and mange their resource appropriately and in line with Budgets.
- Working in partnership with the Business units and other shared enabling functions to ensure workload is manageable for Boots stores and our customer support Centre to ensure they are able to deliver the right service and care to our customers.
- Lead a Pharmacy Deployment Team to ensure the right pharmacist is in the right store at the right time every day, with the capability to make professional pharmacy legal & ethical decisions.
- Deliver improvements to customer service, drive efficiency in store operations, increase revenue and bring cost improvements to life
- Develop and Deliver a sustainable workforce strategy to support growth and achieve financial targets
- Creates strong belief and actions that enable store leaders to deliver outstanding consistent results and performance delivery of the KPI’s
- Accountable for supporting the development of the Customer Support Centre strategy to drive efficiencies through effective workforce planning and business partnering to deliver a world class experience for over 3 Million customer interactions per annum
- Working closely with the Internal communications team, the role leads the store and field communications strategy to ensure all colleagues in Boots Stores are kept informed and motivated.
- Demonstrates and leads for a culture where everything is embedded with a deep understanding of the changing needs of customers and patients in offering them an unrivalled experience of customer care
- Leads change with an engaging confidence and courage, helping people to understand and embrace the future and changing landscape of pharmacy and retail.
- Role Models people leadership, developing great talent, creating a culture of learning to attract and retain the best people
- Leads for an effective and exemplary means of communication and engagement creating an inspirational place to work
Specific skills
- Strong leadership skills incl. nationwide teams and an ability to lead and drive change
- Excellent strategic skills, able to see the ‘big picture’ whilst seeing and sharing patterns and context to inspire others
- Highly developed influencing and negotiation skills, able to impact commercial decisions and gain credibility at all levels and build strong, sustaining relationships internally and externally
- Experience and ability to manage large budgets
- Extensive external retail networks
- Programme and Project Management – e.g. Agile
- Lean Expertise – e.g. Six Sigma
- Productivity and Cost Reduction
- Strong Analytical Skills
- Relationship building and influencing multiple stakeholders: ability to easily build rapport whilst at the same time challenge with maturity and high moral courage
- Motivate and inspire teams and individuals to champion and drive change within the business
- Ability to lead the strategic thinking to build and shape the future whilst bringing a sharp focus on the in-year and future plans
- Have a deep understanding of customers’ needs and expectations in varying market conditions and be able to respond their requirements whilst continuing to deliver unrivalled customer care
- Ability to inspire and lead large teams across the organisation to maximize performance and delivery of high standards of customer care
- Develop a culture where leaders feel empowered and engaged to deliver business results through the leadership of the stores director
- Experience of and ability to deliver organizational change initiatives through to successful and sustained fruition
Experience
- Significant retail and pharmacy experience
- Experience in business analytics
- Experience in Workload planning and communication in a large complex organisation
- Significant line management and team management experience
- Strong retail experience at Executive / Senior Level
- Proven track record in developing and leading a high performing team
- Demonstrable relationship building and influencing skills: ability to easily build rapport whilst at the same time challenge with maturity and moral courage
- Programme and Project Management of large organisation-wide change programmes
- Budgetary Management
- Leadership of large (often technical) teams within matrix environments
- Motivate and inspire teams and individuals to champion and drive change within the business
- Expert advisor to executive teams
- Track record of creating value through improved profits/increased revenue
Closing date for applications 20th April 2023
If you have any questions about this role, please email samantha.shakespeare@boots.co.uk
