Director of Technical & Planning
- Job Description We are the RAC. We are a UK super brand. We constantly look to innovate and look forward to make sure we are providing the best possible service to our members and customers. It's an exciting time for the RAC as we are going through a journey of new Digital Change and Transformation, developing how we use Data and Insight to drive business decisions at the highest level and constantly making sure we are at the forefront of vehicle technology - including our Connected Car solutions. As part of this, we are now recruiting for an extremely exciting opportunity - Director of Technical & Planning, to be based at our HQ in Walsall, Birmingham. Role purpose This is a Senior role and will have a number of deliverables attached to it: To improve and sustain RAC's operational performance and competitive advantage through the development and delivery of effective vehicle Technical strategy, services, support and innovations to internal and external customers. To analyse and plan effective resourcing and improvement strategies across RAC Operations, and oversee operationalisation of Resourcing to maximise productivity, operational efficiency and planned levels of customer service. To lead the development and delivery of the Operations 1 and 5 year plan. Accountabilities will include: - Technical Leadership and Strategy for RAC Operations: Position RAC as industry leader in its Technical provision. Improve and sustain Patrol repair rates / outstanding customer service via effective Technical support and services. - Innovation and New Technology: Identify opportunities and deliver competitive advantage through application of new technology within Operations - Technical Services for Corporate Partners: Provide outstanding customer service to corporate customers via technical services, personnel, Insight and data. - Resourcing: Develop and deliver resourcing strategies to RAC Operations that maximise productivity, operational efficiency and deliver planned levels of customer service - Analytics: Improve and transform operational effectiveness across all aspects of Operations via effective analysis and provision of insight and associated strategies and tactics - Planning: Maintain up to date view of external market / industry, lead development of advantageous 1 and 5 year Plan for RAC Operations, in order to deliver RAC Group strategy. Includes identification of threats / opportunities from emerging legislation and standards - External Relationships: Promote RAC and community interests by building effective relationships with the relevant Public Sector bodies (central and local government, the Highways Agency and Police Service) and Industry Stakeholders, professional bodies etc. to improve colleague and customer road safety and achieve operational / financial improvements As a result we are looking for someone who can: - Help optimise our service cost and quality £/SB - Improvement in Customer retention and market share of Roadside - Overall vehicle and Roadside Repair rates - Ranking of RAC Patrols in external surveys - KPIs as defined in SLAs with internal and external customers - Service delivery modelling, strategy (including supporting technical, digital and environmental considerations) - Leadership & Engagement results Technical Support for RAC Operations - provision of comprehensive technical advice, information and problem resolution - provision of technical training for Patrols and other colleagues. - specification of vehicles, vehicle systems, diagnostic equipment, tools, parts and consumables - Support development of RAC Connected services for Roadside and other related services - Knowledge, systems and monitoring disciplines are present within Operations and compliant with legal and statutory requirements and relevant standards Technical Services for Corporate Partners - Delivery of Technician and Apprentice Training - Delivery of effective Technical Contact Centre and Support services - RAC Inspections services for B2B & B2C operations - Product Management of Technical Support and Training Services - Provision of insight and data to support reduction of incidence of breakdowns and warranty costs - Provision of guidance and assistance on engineering and technology matters Resourcing - RAC's Operations resourcing strategy - Provision of long, medium and short term resource planning for RAC Operations via resource planning team Planning - High quality 1 & 5 Year Plan delivered within prescribed timescales - Business plan dependencies, risks, opportunities and other significant strategy and planning issues identified and flagged to RAC Operations Analytics - Analytical activity to provide insight and to produce recommendations for tactical or strategic change - Development & maintenance of forecasting model - Delivery of continuous improvement of RAC`s operational services - Analysis and evaluation of new initiatives which provide competitive advantage for the Operations business. This is a mix of Vehicle engineering/technology experience, Operational experience, Planning, Strategy, senior line management and commercial/service experience. We want someone who can take a forward view of Vehicle technology, the motorist and the motorist infrastructure. You will also support and contribute to our exciting RAC Connected Car services. Reporting into the Group Operations Director, you will work with operational analysts and resourcing experts, as well as providing leadership to a broader team of approx 150 people. You will also act as the "go to" person for any external customers, clients, business services key accounts, Motor industry representitives, professional bodies or public sector bodies. Skills, Knowledge and qualifications To be considered for this role, we are looking for specific experience: Skills/Knowledge/ Experience - Extensive senior management line experience in commercial/service based operations - Highly analytical, able to understand and solve complex business issues. - Numerate and commercial with an ability to see the strategic and tactical picture in balance. - Expertise in technologies relevant to motor vehicles, the motorist and the motoring infrastructure - Deep understanding of operational principles and service delivery technologies - Delivered/managed services critical to a brand - with a deep understanding of the importance of service delivery to brand strength - Strong customer commitment, but commercial, determined to see the best for the business - Strategic planning experience - Has presence, is an excellent relationship builder and prepared to take personal responsibility - Ability to influence internal and external senior stakeholders - Knowledge of operational resource planning methodologies - Well-developed interpersonal skills - Strong people management skills - Team player Preferred background would include a Chartered Engineer, Engineering or direct Vehicle/Automotive experience in a similar environment. Sectors we would look to would be Automotive, Logistics, Supply Chain, Service Support centers which support Automotive. This is an exciting, senior role working for a well known UK brand with a lot of heritage. The role is right at the heart of our business and service, so we are looking for candidates with gravitas, confidence and proven track record. This role is based at our HQ in Walsall, Birmingham, but will involve some travel to our other sites in Bristol and Manchester when required.