Operations Manager

Leadership opportunity based in Bella Vista - Spark the change you want by Joining a leading, national organisation - Opportunity to make an impact in this exceptional team **About ANC** ANC is a last mile delivery (LMD) and direct to consumer (D2C) specialist, partnering with many large and emerging retail and e-commerce customers. Our purpose is to unlock the full potential of a customer’s purchase by fulfilling the delivery promise. We do this by being the best at integrated last mile delivery for mixed and complex freight where value is created through exceptional customer outcomes. We reimagine the experience for the customer for the better. Our DNA of innovation, adaption and reinvention has helped us sustain and grow our business for over 100 years. We are a national business delivering outcomes in ever-expanding ways, taking on challenges to meet customer and consumer expectations, and supporting our delivery professionals and people be successful. - We strive to build exceptional teams that are flexible and offer flexibility - We love our clients but obsess over our customers - We commit to enhancing brand value, customer sales and reputation - We are an extension of our client’s brands, ensuring the customer experience is positive and expectations are met **Opportunity** ANC is seeking to appoint a highly motivated Operations Manager to lead and manage operational activities of the business, onsite and offsite, engaging employees and delivery professionals to deliver a standard of service that meets or exceeds the expectations of ANC and our customers. You’re Excited About This Opportunity Because You Will **Lead**: Recruit, lead, coach & retain a high-performing team of Allocators and Driver Experience Leads. Set your team up for success to work safely and productively. You will be responsible for building a positive culture and will be accountable for delivering customer outcomes. You'll partner with your team to create high standards and accountability and build a culture of continuous improvement and growth. **Own**: You will own operations for a set of customers, support Business Managers with representation of ANC operations in front of customers, their transport and logistics leaders, and advocate for customers and their needs internally. You will ensure the operational processes run smoothly, efficiently, and safely. You'll be responsible for all key operational metrics, including rostering, driver escalations, incident management, performance management, and business management support. **Delight customers**: Lead your team in providing our customers with the best possible experience on each and every delivery. You will maintain key quality metrics including NPS and DIFOT. Work cross-functionally within the various teams internal and external parties to provide your team with the tools and resources to achieve these goals. **Strategise**: Use data to identify pain-points or areas of inefficiency within our operations and current processes. Design, build and execute process improvement projects to improve our operation, quality metrics, and the employee experience. Support ANC Operations employees to anticipate the future, cope with change and remove roadblocks to their ability to act in a customer focused and high performing manner. **About you** - You solve problems from first principles. You're excited to solve problems in innovative ways, and you resist "this is how it's always been done" thinking. - You're a proven leader. You have managed and coached high-performance teams, showcasing strong communication, and influencing skills to your team, the leadership team and other key stakeholders (internal and external) - You act like an owner. You drive successful outcomes. You're excited to have ownership over a growing business. - You're comfortable with ambiguity. Rapid change and learning are exciting to you - You're analytical. You can source and present data and using analysis to promote process improvements. - You have 5+ years' experience: In Warehousing, Logistics, Fulfilment, eCommerce, or a related field. - You have demonstrated experience leading an allocation/despatch team within the transport industry: You know how to build a high-performance team culture and influence to get the best results.