Operations Manager, Gift Cards & Energy Reports into Operations & Change Manager C5 In a nutshell Directly Manages C3 Operations Executives The Sainsbury's gift card team is responsible for delivering market leading gift card and multi-retail voucher programmes for all the Sainsbury's group brands. We are operating in a dynamic, fast paced market and our multi-brand gift card offer give us the potential to offer something truly distinctive to our customers. You will play a key customer facing role ensuring we give the best experience. As the Operations Manager you will lead the Operations Team to deliver the best customer experience as well as delivering operational improvements for the Gift Card programme. You will be actively involved in creating new products, proposition developments and defining the best operational BAU processes. The Operations Manager will have great relationships in the wider business and externally to support the programme to operate at pace and deliver stretching commercial targets. This is a great opportunity for someone with operational and leadership experience to work within a fast-paced, commercial, challenging and fun environment, leading a team to define and deliver a brilliant customer experience and slick operation. The role will be expected to provide office & home-based leadership of Operations Executives and supporting the wider team. Through great networking the role holder will be the credible and influential face of Gift cards on a day-to-day basis throughout the Sainsburys group channels, supplier base and the external market. What I need to do Be laser focused on giving excellent customer experience via your team and our suppliers Continually review processes to understand opportunities for cost savings and customer journey improvements Ensure all processes are accurately documented and updated Lead the Gift Card printing process for the programme ensuring new Gift Cards are delivered on time vs the plan and to budget Management of the Operating cost line of the Gift Card & Energy P&L, ensuring suppliers/invoices are paid accurately, on time and costs remain in budget With your team manage a segment of small to medium sized clients becoming the key contact for the client Support all new business sales activities as required Actively contribute to ideas and the culture of the wider Gift Card team, taking ownership of operational and commercial pipeline updates in the periodic reviews What I need to know Give clear direction to their team so each colleague understands their role to play in delivering great outcomes, ensuring they meet the agreed business requirements within time, cost and quality constraints Agrees and articulates detailed operational objectives, scope and approach with the gift card team Manages workload effectively, always prioritising and reprioritising to achieve commercial outcomes Reports progress effectively and concisely, identifying key issues and actions to achieve project targets Evaluates the effect change has on the business, keeping customers and colleagues at the heart of everything we do Establish and drive a culture of continuous improvement, constantly developing processes and procedures that drive a great first-time resolution, a great customer and people experience and reducing operational costs What I need to show Gain a High-Level working knowledge of all products within the Sainsburys product portfolio to allow promotion of functionality and opportunities to existing clients and can understand and answer basic queries and resulting from product and Sainsburys process' A keen focus on customer outcomes - be the challenger, play the part of 'customer'. A customer first mindset Inquisitive and creative approach - be willing to push the boundaries in the Gift card arena Looks outside of Sainsburys to improve the way that we do things and how we need to beat the competition - support the collation of market and competitor research A drive and determination to succeed, to deliver difficult and complex outcomes, and to challenge the status quo to overcome 'can't do' attitudes and beliefs Addresses difficult issues in an open and constructive way. Asking appropriate questions about performance of their team