Regional Manager

Introduction

To execute the national customer service centre operational strategy within the allocated region, ensuring each centre delivers against profitability, productivity, utilisation, customer experience (NPS), quality and compliance targets through disciplined performance management and hands-on operational leadership. Duties & Responsibilities

Commercial & Profitability Execution ●      Translate national revenue, margin and cost strategies into regional and centre-level performance plans. ●      Drive profitable growth through conversion optimisation, TNC initiatives, VAPS uptake and disciplined pricing governance. ●      Conduct structured monthly cost centre reviews with Centre Managers to protect margin and optimise expense control. ●      Identify performance gaps and implement structured turnaround plans for underperforming centres. Productivity, Utilisation & Capacity Planning ●      Execute workforce planning and technician utilisation strategies at regional level, in alignment with national capacity models. ●      Monitor technician hours, productivity ratios and scheduling efficiency across all centres. ●      Ensure capacity is aligned to forecasted job volumes to prevent bottlenecks or underutilisation. ●      Improve speed of service and turnaround times through workflow optimisation. ●      Support footprint optimisation initiatives by providing regional performance insights and operational feasibility feedback. Operational Excellence & Quality Control ●      Enforce standard operating procedures, technical fitment controls and safety standards across all centres. ●      Drive right-first-time workmanship to reduce rework and service failures. ●      Monitor ADAS recalibrations and quality compliance standards. ●      Ensure administrative integrity across SAP, job cards, claims and invoicing processes. ●      Conduct structured operational audits and ensure audit readiness at all times. ●      Implement corrective action plans where quality, productivity or compliance standards fall short. Customer Experience & NPS Execution ●      Drive consistent execution of the PG Glass NPS process across all centres. ●      Ensure targeted NPS response rates are achieved and maintained. ●      Analyse NPS trends daily, weekly and monthly to identify service gaps. ●      Lead structured root cause analysis on detractors and recurring complaints. ●      Implement corrective action plans to reduce repeat failures and service breakdowns. ●      Coach Centre Managers on service recovery, professional communication and customer engagement standards. ●      Ensure low-effort, high-clarity customer journeys across all centres. Leadership, Culture & Performance Management ●      Lead, coach and performance-manage Customer Service Centre Managers across the region. ●      Establish clear performance contracts aligned to productivity, profitability, NPS and quality metrics. ●      Conduct structured monthly performance reviews using operational dashboards. ●      Build leadership capability and succession pipelines within the region. ●      Embed PG Values through visible leadership standards and behavioural accountability. ●      Lead change initiatives and ensure adoption of new operational systems or strategic programmes. Governance, Risk & Compliance ●      Ensure compliance with Health & Safety legislation and corporate governance standards across all centres. ●      Monitor stock accuracy through ITS, PPV analysis and variance control. ●      Mitigate shrinkage, fraud and operational risk. ●      Maintain infrastructure, equipment, housekeeping and brand standards. ●      Escalate operational, financial or customer risks proactively to the Head of Operations

Desired Experience & Qualification

●      Bachelor’s Degree in Sales, Operations or Business Management ●      Minimum 5 - 7 years’ experience in high-volume, client-centric service operations ●      Minimum 5 years leading multi-site operations ●      Proven performance turnaround and revenue uplift track record ●      Strong operational control and financial management capability