The Operational Excellence function is headed by Clare Stephens who was recruited by the RSA board in 2008. Clare joined from BT Group where for five years she was the Operational Excellence Director responsible for OE strategy within BT Retail and for leading the focus upon cross-company business improvement programmes. Prior to this Clare was responsible for Business Excellence, including 6 Sigma, for Motorola Europe.
Of key importance to the board’s strategy is the creation of an influential centralised Group Operational Excellence function, working with the three business divisions to identify and help deliver the Target Operating Model (TOM) together with programmes that will improve operational processes, raise customer satisfaction and deliver financial efficiency. This process has begun with the appointment of Massimo Maltempi who joined from Accenture where he was the Operational Excellence leader for Western Europe, together with a small team of consultants.
Opportunities have been created for two senior level individuals, one to focus upon the needs of the UK business and one to focus on either the international or emerging markets businesses (c25% travel):
The Role – Operational Excellence Manager
Reports to: Head of Operational Excellence / Global OE Manager. Based in the City of London initially for 4-5 days a week until integrated with the business whereupon it is anticipated that the role will require an average of 2-3 days a week in London, possibly 1 day from home-office and 1-3 days UK or international travel.
Purpose: To manage the development and achievement of operational excellence across RSA globally, to maximise operational effectiveness and contribution to business results
Key Result Areas:
Operational Excellence:
- As a member of the Group Operations & IT team, contribute to the development and achievement of the Group’s overall Operations strategy, TOM, development and performance standards and targets
- Contribute to the development, and implementation of an agreed global strategy and programmes for improving RSA’s operational performance and effectiveness and achieving consistent high (where appropriate, world-class) operational performance standards
- Actively manage the Identification and development best practice global models, principles, processes and tools to maximise operational effectiveness, particularly with respect to business processes and change management, in line with the RSA global
Operations strategy and TOM
- Support in the benchmarking of current and emerging trends and good practice in operations and change management and actively facilitate knowledge and information sharing to encourage achievement of consistent high standards across the wider global operations community, including colleagues in customer and proposition areas
- Work with Group colleagues and regional counterparts to manage the definition and development of operational and change management capabilities (people, processes and technologies) providing facilitation and coaching where appropriate
- Contribute directly to capability development activity by providing personal input to training and development programmes (design and/or delivery) and/or other forms of capability development initiative as needed
Work with regional counterparts to:
- Manage the implementation of high standards of operational excellence for their business areas, taking account of relevant differences in local businesses contexts
- Support in the Identification and quantification of operational issues, capability gaps and business requirements, etc with significant global regional impact
- Support in the clarification and validation of expected benefits from relevant operational change and/or improvement programmes
- Work with key stakeholders to ensure commitment and investment in appropriate solutions, responses, development and/or change initiatives
- Ensure agreed initiatives achieve target benefits on time and on budget
- Contribute to the evaluation of proposed change initiatives, where Group approval is required, ensuring that investment decisions are based on good business cases, using valid assumptions and supporting data
Key Performance Indicators
Operational Excellence:
- Head of Operational Excellence satisfaction with:
- Overall contribution to Operations strategy & TOM
- Progress towards/ Achievement of agreed operational targets, standards and benchmarks
- Articulation of operational capability demand, supply status and gaps
- Quality of insight and recommendations for action
- Ability to identify and deliver optimum solutions balancing effectiveness and efficiency
Internal customer feedback on:
- Quality, timeliness and practicality of advice, guidance and recommendations
- Understanding of and ability to make balanced decisions about global vs. regional or local considerations
- Value delivered
Knowledge, Skills & Experience
Can demonstrate/develop:
- Experience in management roles in global organisations, with emphasis on operations management and/or business transformation activities in a highly operational environment; ideally in the Services sector.
- Proven track record of managing the development and implementation of world-class standards in operational performance
- Broad knowledge of:
- Global standards and models for operational excellence eg ISO, BEM, etc
- Relevant process and change methodologies eg Six Sigma, LEAN etc
- Relevant professional qualifications or accreditation in relevant methods eg Six Sigma MBB;
- Experience of working effectively across multi-cultural and geographic boundaries.
Comprehensive knowledge of:
- Group Operations strategy and the TOM
- Best practice in operations and change management
Knows how to:
- Make timely and balanced commercial decisions that reflect long, medium and short-term considerations
- Identify commercial and market drivers, trends etc and their potential application to RSA
- Make selective and creative use of proven ideas and methodologies to tailor make business solutions
- Identify, understand and use data and information to inform good planning and decision-making
Leadership Behaviours:
- Brilliant Service: Delivering memorable service that inspires people to recommend RSA. It's often about doing the little things, the day-to-day things, well.
- Getting The Job Done: Delivering on promises and cutting out unnecessary processes to make things simpler.
- Doing The Right Thing: Using common sense when dealing with people, gaining their trust by treating them as they want to be treated.
- Bright Ideas: Continually combining technical expertise with a deep understanding of customers' needs to create and deliver solutions that people value.
- Positive People: Creating an environment where people want to do great work.
The Career Opportunity
This high profile role provides an opportunity to join a leading FTSE 100 business at a senior management level. It is envisaged that the successful individuals will make a significant short-term impact and that within two-three years of appointment they will then be well positioned and networked to take advantage of senior career opportunities elsewhere within the RSA Group.
The Package
This is senior management level role and as such the package will be negotiated directly with the selected individual. The following information however, represents the anticipated package:
Base Salary Range:
Bonus scheme:
- Annual Bonus: up to 60% of base pay. Bonus is based on the achievement of RSA Group, OE Business Unit and personal performance.
- Benefits: approx 10% car allowance, 7.5% employer pension contribution with potential for a further 2.5% match, Long Term Incentive Plan (shares), 29 days holiday + bank holidays, healthcare plan.
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