Head of Operations
Purpose of the Role
To support the Managing Director to deliver the strategic vision, operational efficiency, and overall growth of the company. You will need to lead, inspire and develop a team across multiple departments, ensuring financial
performance, working to our values and building the business in a sustainable way. You will need to build meaningful and effective relationships with key employees across the group customers, stakeholders, and the
community, enhancing Norman Piette’s brand reputation in the Channel Islands.
Key Responsibilities
Leadership & Vision
- Help to implement the company’s vision and direction in alignment with Group Strategy.
- Clearly demonstrate and advocate the Group Values in all that you do.
- Support and monitor strategic goals and key performance indicators (KPIs) to foster business growth and operational excellence.
Operational Management
- Develop and maintaining a Health & Safety culture across the Group and working with the People team to nurture the wellbeing of all employees.
- Role model a caring culture of continuous improvement, innovation, collaboration and excellence across all functions within the organisation.
- Oversee the day-to-day operational function of Heavyside, Timber & Boards, Goods In and the Timber Mill & Ecohomes, ensuring operational efficiency, adherence to industry regulations, and compliance with company policies.
- Supporting the sales team, showroom and the plumbing and heating department by helping to interpret sales reports, understand the data and identify and changes that need to be implemented as a result.
- Develop and maintain an effective fleet plan.
- Optimise processes & working relationships to improve productivity, quality of service, and cost-efficiency across departments.
- Ensuring full adherence to company policies and procedures to minimise risk with the business.
- Ensure the business provides the highest levels of customer service daily by :-
- Correct deployment of customer facing employees within the business
- Ensuring customer facing employees are capable of providing high levels of customer service
- Efficient and timely delivery service with OTIF above 97%
- The correct quantities & quality of stock available at all times
- Ensure regular and appropriate communication across the business to cascade key messages accordingly.
Financial Performance
- Contribute to the development and management of the company’s budget, ensuring profitable performance in line with established targets.
- Work closely with the MD and the Finance team to help monitor financial metrics, analysing variance, cash flow, and profitability to make informed financial decisions.
- Collaborate with the Finance team to ensure accurate financial reporting, transparency, and effective resource allocation.
Team Leadership & Development
- Design and implement a full succession plan across your areas of direct responsibility with assistance from the People team.
- Build and manage a high-performing team, providing mentorship, guidance, and support to team members.
- Establish performance goals and conduct regular performance evaluations, providing constructive feedback and recognition to your direct reports.
- Engage in talent acquisition, retention, and succession planning to build a resilient and capable workforce. Customer and Stakeholder Relations
- Work with the operational teams to strengthen existing customer relationships and build new ones to enhance the customer experience and build loyalty.
- Engage with stakeholders, including suppliers, contractors, and community leaders, to strengthen partnerships and improve Norman Piette’s standing in the industry.
- Represent the company at industry events, networking functions, and within the community to reinforce the company’s values and brand image (e.g. GBTEA, GHA, GCF). Risk Management & Compliance
- Identify and manage risks across the organization, including financial, operational, reputational, and legal risks.
- Ensure that all activities comply with legal standards, regulatory requirements, and corporate policies.
- Stay informed about industry trends, competitor activities, and regulatory changes that may affect the business. Personal Development
- Maintaining your own commercial and personal development in line with the seniority of the role and the expectations of an Operations Manager.
- Represent the company at industry events, conferences, and meetings to enhance the company’s reputation and network with potential partners.
- Escalating critical issues to the MD and/or other relevant stakeholders. · Complete any other reasonable duties as directed by the MD to aid business / department success.
- Work with the MD and the People team to agree the appropriate professional standards and knowledge to reach the next career stage.
- Adhere to Group Policies and Procedures.
- Adhere to the Group Health and Safety Policy.
- Adheres to and delivers the Group Values in all aspects of the role.
Essentials Skills and Knowledge
- Comprehensive knowledge of product range.
- Comprehensive knowledge of local markets and customer base.
- Working with a mindset of continuous improvement using initiative to drive the business towards its goals.
- Strong negotiating skills.
- Excellent communication skills and ability to adjust approach for different audiences.
- Experience in people management, appropriately role modelling and mentoring of staff and managers.
- Proven ability to foster a collaborative and inclusive work environment that encourages creativity, teamwork, and personal growth.
- Willingness to travel to the UK and pan-island.
To apply: Please email people@np-group.com
Closing date: Friday 19th September 2025