Area Operations Manager Role Summary

KEY PURPOSE

To ensure the operational performance of an Area is maintained to the highest standard through managing, leading, motivating and
developing a management team to deliver a high quality customer service. Through an efficient operation maximise sales and profitability
in all aspects of both At-need and Pre-need operations whilst protecting and growing market share.

KEY RESULT AREAS (targets agreed and set in all these areas)

People Management & Customer Service Operational Performance Commercial Business Development &
Development Awareness Acquisition

Management of Recruitment, Customer Satisfaction Operational Management Sales & Profitability Community Initiatives &
Selection & Retention Quality Assurance Products, Services & Sales Mix Budgetary Awareness
Coaching & Development Complaints Delegation Planning and Marketing, Networking & PR
Succession Planning Investigations Fleet Management Control Events
¼ Reviews & APR’s Risk Management Market Awareness
Morale Health & Safety/Compliance Product & Services
Communication Mortuary Operations Development and Innovation
Employee Relations Debt Control Business/Strategic Planning
Policy & Procedural Market Share
Compliance Acquisition/Cold Starts
Continued Professional Contracts
Development (Self & Others)
 Responsible for ensuring correct
management of recruitment,
selection and retention of
colleagues and to liaise with the
Central Services Recruitment
Function on all aspects of this
activity.
 To effectively coach and develop
colleagues regarding best practice,
ensuring all developmental needs
are met for succession planning
consideration.
 Responsible for monitoring
management performance and
conducting regular
reviews/appraisals.
 Create necessary conditions to
motivate individuals and teams,
build and maintain a cohesive,
happy and high achieving area.
 Ensure effective communication
with colleagues of all levels within
ELS/TSC and internal/external
suppliers/clients.
 To manage all Employee Relations
issues in a timely manner in
conjunction with Central Services
ER Department.
 To ensure all duties are completed
as per policy/procedures to ensure
the delivery of a Professional
Funeral Service.
 To personally have the ability and
skills necessary to challenge
standards in a professional manner,
demonstrate best practice and
promote a culture of accountability
and ownership.
 To complete and supply evidence of
own Continued Professional
Development (CPD).
 To ensure all Area Funerals are arranged
and to the appropriate standard and are
managed/delivered in a professional
manner.
 Ensure customer expectations are
consistently met and exceeded throughout
the area.
 Monitor client questionnaires, feedback to
colleagues and ensure management react
to adverse comments or answer any
queries.
 Minimise client complaints by active
monitoring and review with the
management team to ensure compliance to
all policy and procedure.
 To investigate complaints when required,
report findings to the Head of Funeral
Operations/Chief Operating Officer and
complete correspondence to any
associated parties in line with the ELS
complaints policy.
 To oversee the operational
management of the Area
ensuring all are engaged in
meeting ELS/TSC business
objectives.
 Responsible for holding
regular management team
meetings providing effective
communications on
operations, procedures,
business performance and
client feedback.
 Receive colleague feedback,
concerns and constructive
suggestions for operational
improvements.
 Monitor Average Income Per
Funeral (AIPF) to ensure all
products and services are
offered.
 To assess, utilise and train
employees to ensure correct
and productive delegation is
achieved
 To ensure managers achieve
optimum usage and efficiency
of the areas fleet inclusive of
servicing and maintenance
requirements.
 To be aware, highlight and
assess risks associated with
ELS/TSC.
 To monitor and implement
strict compliance with
ELS/TSC Health & Safety
procedures and regulations
throughout the Area, to
manage/escalate where
appropriate in order to provide
a safe working environment.
 Ensure management
monitoring of mortuary
operations to ensure all
deceased are cared for and
presented to the highest of
standards.
 To ensure managers control,
monitor and reduce the debt
within the area.
 Achieve agreed sales, profit and
other financial growth targets to
support ELS/TSC growth plan.
 To maintain and control agreed
annual area budget.
 To ensure the management
team actively promote the sale
of monumental masonry, funeral
plans, floristry and any other
ancillary services or products to
meet business objectives.
 Ensure staffing structures are
established to give optimum
operational efficiency whilst
maintaining a cost effective
strategy.
 Ensure quarterly one to one
reviews and analysis of
management sales information
with direct reports and agree any
action plans
 To ensure a proactive approach
in Community Activities to
promote ELS/TSC and to assist
Colleagues in managing the time
required to carry out such duties.
 Liaise with external agencies,
network and promote the services
and activities of ELS/TSC.
 Actively promote and support the
Divisions marketing and
advertising strategy
 Actively seek competitor
information from both external
and internal sources.
 Generate innovative solutions to
work situations, product and
service development
 Actively adopt, promote and
support new initiatives, policies
and procedures
 Contribute ideas and solutions for
Strategic planning to increase
market share of the area
 To expand the areas business
interests through natural growth,
cold starts, acquisitions and
diversification
 Ensure Tendering
Documents/contracts are
received, reviewed and
completed in all appropriate
cases
SCALE - PEOPLE

Reports to : Head of Funeral Operations

Number of direct reports: 2-3

Total number of people reporting : up to 70

KEY EXPERIENCE, KNOWLEDGE AND SKILLS

 On-going development of reporting team through excellent people management and leadership.

 High attention to detail.

 Self motivated with ability to use initiative.

 Excellent time management to ensure completion of own/colleague workload and the ability to manage constantly changing priorities sometimes under difficult
circumstances

 High standard of personal appearance, excellent communication skills and professional conduct, at all levels

 Computer literate with experience of Microsoft office and ability to learn in-house systems

 Accuracy and ability to follow, lead and deliver instructions and results in a positive manner

 Able to demonstrate best practice and behaviours

 Confident and professional manner

 Well-organised and client-focussed with a professional, empathetic approach

 Ability to work either within a team environment or independently to achieve sector/area objectives

 Ability to build/promote existing links within the community

 A minimum of 2 years management experience at a similar level coupled with recognised management qualifications

 Proven project management and strategic planning skills.

 Full UK driving licence